Sears
reviews and complaints

repair ticket #[protected]

we contacted American home shield and the set a repair and they sent sears on our
Samsung dryer, it was working but half the panel did not work when touched. It still worked to dry clothing. The first tec showed up and assessed the repair and ordered the parts. it took 30 day for the pars to come. a different tec showed to replace the parts a young man named Andrew. he told us he could not work on the dryer because he needed one more tec to help and said he would half to reschedule I told him I would help if he needed to move the dryer. then he told me that he never worked on a Samsung dryer like ours. he called his office Mike his boss [protected] assured me that his tec could handle it with phone support. Andrew started to dismantle the dryer then I herd a loud crack then snap and he went outside to call his boss Mike. I went in to the wash room and found broken plastic clip on the floor I took pictures. When Andrew came in I asked why the circuit board was broken in half? he stated he could not get the panel clips to release the circuit boards in the face plate. I asked if the new parts would work with broken clips on the face plate he said not to worry. 35 minutes later he announced that the dryer was broken and he would order a new face plate because excess glue prevented him from making the circuits fit the way they should. what he didn't know when he went outside to call his boss I took pictures of face plate lying on the floor there is no glue at all. he lied trying to cover the fact he brock the teeth clips that snap the circuit boards in place. I made him call his boss and let me talk him myself, I told mike that Andrew brock the face plate he said not to worry he order an new on. We have been with out a dryer since the 10th of April. I called and texted and could not get a call back from either on until the 26th when Mike in formed me that the had sent a report to American Home shield on the 20th stating the dryer was damaged beyond repair through normal use. That was a lie, when Andrew left my house on the 10th I called and informed American home shield that he brock our dryer and now we did not have a working one. I need someone to stand up and tack care of this and everyone is passing the buck. and the buck stops with sears. please review case #8653567 and call me back at [protected] or my cell [protected] thank in advance for your assistance.

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I ordered online a Kenmore refrigerator (salescheck (hidden)28, order #[protected]) to pick up at Sears Santa Ana store. Before I placed the order I already called to the store to ask about the condition of the fridge. After going to check it out to make sure if it was available and its condition, the saleman who answered my call said there's some cosmetic damage. When I asked to make sure there's nothing wrong with the electric part or anything else he said everything is fine after 72 hours test. So I ordered it then I went pick it up yesterday. Because I was awared of cosmetic damage I just paid attention to check its appearance.

Just couples hours I picked it up, I found out there are missing shelves and drawers inside the refrigerator. Meanwhile I had to wait for the store open so I could call them about that, I emailed the customer service to let them know the problems.

The lady picked up my phone didn't try to help me at all. All she could say that it was my responsibility because I didn't inspect it carefully before picking it up. Even though I tried to remind her that as a customer I should have been awared of the missing parts by the the saleman and the notice on the fridge. I asked for Sears help and support, she answered briefly there was nothing she can do. I said the way they do business like that made me feel they try to betray customers who are not careful enough nor accquitant with the way unconcerned with customers interest. She even didn't try to ask what's my order number, what model of the fridge I bought so she could help me to order the parts... I was really upset and disappointed and asked to talk to the manager. She didn't put me through. She asked for my name and phone number to have somebody call me back when they have time. After that she hung up the phone without saying bye. What kind of customer service staff is she?!

No matter whose fault or responsibility, when your customer is not happy with their purchase, a saleman should try to explain the situation and help the customer to be able to use the product he sold

Sears has no customer service, I have tried to call every store in 100 miles for the last 4 hours and not one department at any of the stores is picking up. For the people who say, oh they were on the phone or helping someone the mathematical chances off every single store being busy for 3 hours is a impossibility. Sears representatives are liars. Even corporate customer service calls are routed to the phillipines. 1.5 hours or recorded calls displaying both the dishonesty but the overall service and practices of sears. I have been hung up on 7 times today by so called sears customer service managers and then when I requested their supervisors I have been transfer to the Spanish call center 4 times. No one at sears seem to do their job or even act like they want to.

I brought in my vacuum for repair on 4/15/18 only to be told that I needed the hose and vacuum. Brought in the next day and told it would ship out on the next day by krista. Calls 800# after a week for status, no record. Called 2 days and record. Went to the store to find never shipped out. Asked for a call from agent, completely ignored! It's customer service like this that is giving sears a bad name and losing its customers. Total disrespect for the customers that keep coming back which helps it's employees keep their jobs!

I received my Sears.Com order today of a Craftsman gas powered weed whacker. After putting it together and following the instructions on how to start it, the 2nd step of "pushing in the choke button until it clicks" doesn't work. The choke button does absolutely nothing, therefore the engine won't start. I phoned customer service and was told to replace it at my nearest Sears store. Well, all of my nearby Sears have closed down and the nearest one is more than 50 miles away (which is why I order online). He then said to return it through UPS. Well here is the major problem, UPS will NOT accept to ship the item since it now has flammable liquids in it (gas and oil). Even if I dump the liquids it still doesn't qualify for shipping because it's still considered hazardous. I explained this to "Tom" my customer service rep and he seemed clueless as to what I was saying. All he kept repeating is he could send me a return slip to return, but UPS has said that I CANNOT SHIP IT BACK. I'm stuck between a rock and a hard place. Since I can't bring it to a store and I can't ship it back and I was told no Sears repairman is available to be sent for this, what do they expect me to do? I've emailed them twice at [protected]@Searshc.com and have yet to receive ANY response. I am LIVID!

My husband and I just purchased a home built in 2015 on May 31, 2017 and the refrigerator stopped working with 2 months. The fridge is still brand new with the plastics still on it so we called sears because it's a kenmore elite, a sears brand. The customer rep told us it would be less cost effective for us if we purchased the home warranty and schedule the technician to come out to do a diagnostic to see what the damages would be. So we got the home warranty and had a technician come out to do the diagnostic and was told there is a up front fee of $80 for it. Of course stupid me who thought I better be smart and order the air filter and water filter with the technician since he knows the correct part numbers and I won't have to worry about guessing if I order the right part number if I did it on my own. So I paid upfront the $80 diagnostic fee and an additional charges of $84.10 for the parts. I was told the issue with the fridge is the compressor and it's within warranty so the techician gave me a receipt for what I paid $164.10 ($80 for the fee and $84.10 for the parts). I don't know much about additional costs or whatsoever. When my spouse came home he looked at the receipt and saw that we might have to pay out of pocket over $900 for the labor to replace the compressor. He called sears and a rep told him he might be better off to cancel the sears warranty and go with our home appliance warranty through xcel. We cancelled the warranty and was told by the rep they will refund the cost of the parts (air filter and water filter)since the parts wasn't shipped yet to us. A month later we went thru our home appliance warranty which was covered by sears Home services also. Another technician came and replaced the compressor and we asked him about the previous receipt and how we could get our refund. My husband called and spoke to several different reps in repairs, parts, and customer relations and got no where. We both work so we don't have time to keep haggling people and when we went to the sears department store we were told we would need to go to the Burnsville parts location to see about getting the refund. Burnsville is like 30 minutes from our house and we were busy over the holidays. With the new year approaching we called sears again and kept getting the run around. Finally I spoke to a rep on February 26, 2018 who provided me an email to send my receipt because there is no record on file the sears service order number or any indication of us paying $164.10 back on July 31, 2017. I was a bit upset because the funds were automatically withdrawal from my bank account and I never received the parts ordered. I finally got the chance to email the receipt and my voided check that was written out for the $164.10 and got a respond from the customer care giving me a totally different service order number and made a note stating that the diagnostic fee was nonrefundable so I won't get a refund. Now I am very furious because I paid the $80 diagnostic fee and $84.10 additional for 2 parts for the fridge and never got the parts so why am I getting cheated for something I paid for but never I got the items.

Called 4/ 19 Thursday to report leaky water heater, tech came out on a Saturday 4/20 to check out leaky hot water heater, said it needed to be replaced called to get authorized and the department was closed on Saturday. (Really? Shouldn't you know that Sears tech?) He said he would come back on Monday, he did and called and got it authorized for replacement and that's when it went from bad to worse!
After another department called me 2 hours later to give me some options because a comparable water heater was on back order for 4 weeks. I could go buy at $699 at home depot or they suggested paying $200 more for a Kenmore which the rep suggested would probably be the fastest option. (Day 4 with out hot water. Purchased the Kenmore Monday around 10am and I was told installation would call me by 9pm to schedule install but probably sooner and to call back in the afternoon if I hadn't heard anything.
No one called. I called Sears around 2:00pm to talk with the associate who was very helpful but said a manger would call me back. Never did.
Tuesday 4/23 after I called installation in the am and said no one called me yesterday, I was then told it would take 24 hours. I said that wouldn't work for me and to expedite, they told me a manger would call me back and no one did. I called back an hour later and then was told it would take 48 hours. From around 10am until 1:30pm I was transferred multiple times, disconnected twice. I finally was able to connect with someone who could tell me who the installer would be so I called them directly only to find out they were based 2 hours away and didn't service my area or work for Sears anymore. I then called Sears back and told them that the installer they have ( one rep said there is one installer for all of Arizona) wouldn't take the order and Sears said they now have an install date for Friday, I asked who the installer was and it was the business I just called!
While I was on hold again, I got another call from another Sears rep calling to inform me that there were no installers in Tucson ( I already found that out) and that I would need to find one and would get reimbursed for $299 for installation.
After spending even more of my day calling 4 plumbers in Tucson who all had installs starting at $375, I then called back Sears to get more approved, as to which I was transferred 3 more times talked to 3 more people who said $299 was the limit.
1. Why does a home warranty that covers hot water heaters not have local installers?
2. Why does it take hours to get an answer and be told a different answer with each associate you talk to?
3. No one has authority to do anything or can send you over to a manger, you have to wait to be called.Still haven't been called back as of 8:09pm 4/24
4. Why am I calling installers and if 4 plumbers all charge over $300 then why is that the threshold?
Tomorrow will be 6 days with out hot water, I ended up calling one of the plumbers and will be paying an additional $300 out of pocket on top of the yearly fee I already paid plus the extra $200 for a water heater from Sears that would have supposedly been faster.
I just want the install covered! Why is that so hard accomplish!

Sears Home Services is NOT a service provider. It is an insurance policy that makes a phone call to an authorized provider and charges you $75 as your co-pay. We paid $39.99 for 7 months before we made our first "service claim." Our microwave oven repair was scheduled for an appointment in 10 days (ridiculous). They called on the 10th day to reschedule 13 days later! Then on the day of that appointment they scheduled for 14 days later! A total of 37 days after my call for service and there was no guarantee they would come then. When I cancelled all they would refund was 1 month of service. Don't waste your time and money.

On Sunday, April 15th I attempted to place an order with Sears on-line. After two attempts, I called Customer Support and was informed that the reason my card would not go through was because there was a fraud alert on my card and someone had made several attempts to make fraudulent purchases. As a result, my card would be blocked. I then explained to the representative that needed the items to be delivered by May 1st because my daughter was moving into her new home on that date and my two grandsons would need their beds that were included in the order.
The representative informed me that to facilitate the order, it would be placed on the "current card" before the block would be placed. He also stated that a new card would be sent within 7 days.
Apparently, all of these were untruths! On Sunday, April 22, 2018, I received a cancellation of the entire order. When I called to inquire on Monday, April 23rd, I was faced with Outsource Hell! I first spoke with Customer Service Rep., Jerome who could not understand what my concern were (very little English comprehension). I asked to speak with someone with greater understanding, and was passed to Angel who passed me to Carlos. Each time I had to give my social security number, birthdate, security code and explain the entire situation again. Finally, Carlos passed me to Grace and she was, in fact, my "saving Grace"! She clearly understood the situation and passed me back to the credit card dept. so they could expedite delivery of the new card. Grace stayed on the line so she could be certain the credit card situation was resolved. She also made sure she got my correct phone number so she could call me on the day the card should arrive to expedite shipping of the items.
The whole process took over an hour and was quite frustrating. I have NEVER been so dissatisfied with Sears. I have always been pleased with Sears' customer service and delivery.
I remain concerned about the timely delivery of the aforementioned order and hope that you will provide something to assist with this matter.
Thank you in advance for your consideration.

The problem is my washing machine. And it started in I would say September of 2017. It was leaking. So we called for a service appointment.
A repairman came to the home in September and cleaned it - I was not there, my sister was, said we were using too much detergent, and that everything else was fine.
But two months or so later, we began to notice that we were getting "OE" (Operating Error) messages on the machine and it was not draining properly. The earliest that we could get someone out to look at it was February 9. This time I was home for the technician, John. Who informed me that the first person may have said he cleaned out the machine but could not possibly have done so as he just took two entire shop vacs full of junk out and also I have a picture of the gunk he removed as well. And when I said that he was to also look at my dryer which was giving me a "Vent" message, he said it was because the clothes were so wet from not being spun properly he didn't have to.
Well, let's fast forward a week or so - to mid-February. My clothes dryer is not drying my clothes and flashing "Vent" and now my washer is leaking all over the floor AGAIN. On March 7, the first technician who actually knew his stuff showed up at my home. Fred. And the first thing he said to me was "didn't either of these guys tell you that your tub was separated from the machine? Because it is!" That is why, he advised, the machine made so much NOISE. Unbelievable! That was not the only thing that was wrong either.
And, as far as my dryer was concerned, my vent needed to be cleaned, which he did help me with. Something he did not have to do.

Since I had the Warranty coverage, Fred called into that particular department, pretty confident that the machine would be replaced. After speaking to someone who may not have the proper experience, it was decided that the parts would be ordered (approximately $600 worth - warranty wise) and Fred and another technician would come out and repair the washer in week or so.
Well, my dear Mr. Lampert, one part arrived. And then I was deluged with robo calls from Sears telling me to re-schedule my appointment.
I did, and then I was called again and told to re-schedule. The appointment was re-scheduled out to mid-April. And finally someone by the name of Gary came to my home, picked up the one part that was still sitting there, told my sister "This is ridiculous, we are replacing your machine." And left.
I have been working 12 hour days, six days a week for the month of April and had no choice but to call Sears from work and inquire as to what was going on. I was told that my case was "under review" and that they would be in touch soon.
Then, three huge boxes are outside my house. The parts that we had been waiting for. Sears certainly wasted no time getting in touch with me about these and arranging to pick them up. They were picked up the day after we spoke.
Again, I called Sears asking what was going on with my replacement and was told that my case was still "under review" but an e-mail was sent to "someone" from that department to call me within twenty four hours to expedite this. And that I would be offered either a replacement washer or a credit towards purchase of a new washer.

Yesterday, April 20, I called again and after being kept on hold for over forty-five minutes was told that credit in the amount of $519.00 was issued to me. I was beyond angry; my washing machine and dryer are Kenmore Elite and while they may be six years old or so they were NOT CHEAP. No one called me at home and offered me a choice. No one. The gal I was speaking to in the Warranty Department was just as upset as I was and put a stop on this kept trying to get a supervisor to speak to but she could not and finally she put an e-mail in for the supervisor to please contact me at my home within twenty four hours. Again. As of today at 13:35 (1:35 PM) no one has called my home.

Mr. Lampert, with all due respect sir, this is simply not acceptable. Not at all. This system of yours clearly does not work. I do not want to have to tell someone my problem seventy-five-thousand times. I do not want someone to act as if they have the power to help me when they do not have the authority to actually do so. Please, I am begging you; find some way to streamline your customer service so that things like this do not happen to other people.
This has gone on since September of last year. I work extremely hard for my money. I live with my sister who is retired and a senior citizen and on a fixed income. I am the sole bread winner in my home.
The amount of time I have wasted on this problem, which I pay for a warranty to not have to waste time or worry about, is growing each day.
Not to mention the amount of time and money spent taking clothes to the laundromat on my one day off.

And I still do not have my washing machine. At this point I almost feel as if you should replace both the washer and the dryer for what I have been through.

We bought this refrigerator Kenmore Elite on March 09, 2018, brand new. Everything works perfect accept ice maker. We called customer service and they said they will send as repairer to fix this problem. He fixed the problem. After first use it stopped working again and also it started leaking from the bottom. We called customers service for the second time, the guy said that he will do the diagnostics through the phone, he said everything is normal, and he doesn't know what the problem. He made another appointment with the repairer. Repairer said that for the leaking problem he will order a part which is damaged, but he couldn't fix the ice maker. After a week the third repairer came to fix the leaking problem and the ice maker. He fixed leaking problem but again, he could not fix the ice maker. By the SEARS Replacement Guarantee "If we can't fix it, we'll deliver and install a new one." We called customer service for the fourth time, to figure it out what to do! They said that they will send us another repairer, and if he could not fix it they will start the process of replacement.
On April 19, 2018 was made an appointment with the fourth repairer from 8am until 12pm. We took a day off from work, but no one came at the specified time. The same day at 12.20 pm we called customer service to ask what is happening. We spend around 4 hours on the phone to pull out our information on this fridge, we provided all the information (phone number, address, etc.) and the lady said that there is no such an account. We asked to speak with the manager and he also keep saying that there is no information about our purchase, also there is no information that they ever send us a repairer. After 30 min of talking he just hang up on us. Also he was rude with us. We received a massage "how would you rate our service" and there was a number to call. We called there, the lady was polite and she also confirmed that our account is not in the system. But she did find our receipt through the sears credit card number. She transferred us to Customer Solution to start investigation on disappearing of our information. They saying that they cannot replace it because the fridge was bought on March 09, and she cannot help us with anything else.
Same day we went to the store where we bought the fridge and it is far about 1.30 hours of driving. We found our salesman who sold the fridge to us, and she remembered us. We asked for the store manager but it was too late and she wasn't there. All day we spend on the phone with sears and on the road to the store. We did not get any help and still cannot understand what to do, no one helped us with our problem!
What I want to say that SEARS are lying to their customers. They keep sending a repairer for the whole month, and after they just deleting all of the customer's information so there is no proof. And you cannot replace or return because the due date which is 30 days are passed.
And now I don't know what to do because I spend a lot of money and time, and I left with the broken refrigerator which is cannot be repaired which is contradicts with Replacement Guaranty of SEARS…

I signed up for Sears warranty in Sept 2017, they came out to fix my washer machine, which stopped working again in March 2018. Under sears warranty If the problem occurs again, 180 days after the first repair, the second visit does not require an $75/$80 deductible. A sears technician came out on March 7, to repair. He did not do anything stating that He was unable to locate the serial number (the tech in October was able to, he may have removed it). That Technician Lenny left, (i refused to pay $80 due to the fact he did nothing). i offered to call Sears to get the serial number, and he refused to wait.Lenny advised a third party company has to come out to fix. The following week PLA services came out, and the technician stated he had to order parts. 2 weeks passed and I did not hear anything from Sears or PLA services. I called PLA Services who told me that My insurance company denied the parts. I called the insurance company and they stated that's not true, the claim is under investigation due to the tech adding in his notes that my machine was not being used (which is totally far from the truth). I called Sears warranty department/ Consumer Solutions to follow up on this repair. Every time I called the tickets are claimed to be escalated, and I should expect a call within 48 hrs. Needless to day, i never received a call. Today 04/18, i called and spoke to a Representative Quantasia to discontinue my Warranty contract since Sears is not keeping up their agreement by fixing my washer machine or replacing it. She advised I will be billed over $400 if I cancel now. I explained that I am no longer receiving the services I agreed to under the Sears Warranty Agreement. I then asked to speak to her manager. After holding for over 30 mins, she returned saying Her manager advised there is nothing he can do for me, if i cancel my warranty i will have to take it up with corporate to waive the $400. When I asked to speak to him he exact response was "They don't want to speak". I placed a request to receive a call back within 24-48 hrs. The number I've called is [protected]. I would like to discontinue my Sears warranty membership, and have all charges waived. My washer machine is still not fixed.

I have a sears kenmore pro refrigerator that is icing up. Called Sears appliance repair in Feb, 2018. There were multiple delays but a tech finally showed up. Said he needed to order parts and then schedule a return visit. No communications through to the end of march. called customer support several times with no answer to explain the daily. They finally found the part in Texas which finally arrived the first week of April. Called and scheduled a repair visit. Tech appears today, now 4/18/18, and says it is a 2 man job and has to reschedule with no date given. Tech will not let me speak to a supervisor nor will give a supervisor number and says to call Customer support again.

At this point I am ready to call another repair service, place a block on any credit card charges, and report this to the contractors board.

Would someone from Sears like to contact me before I proceed.

Call a technician at the end of February 2018, He never looked at the refrigerator and diagnosed it and ordered a part which cost us over $500. Our refrigerator is not even 2 years old. So the part comes in a technician comes out and replace it. Refrigerator stops working after 1 week. We called sears again. They sent the same technician out again. He diagnosed it again and ordered a total different part. Well guess what, wrong part again. We asked for a refund of the 2nd part and sears refuse to give our money back. We are out over a total of $800 and refrigerator is still not working. It ought to be against the law for sears to keep treating customers like this. For 2 of the appointments the technician did not even show up. I feel like crying. This really hurts. The technician even ruin our floor and they told me I signed some clause that said damages may occur by the repairs... I'm so hurt. I could have purchased a new refrigerator for the money I spent with sears. NEVER use them. I will NEVER buy our of sears stores again.

My snow blower is unrepairable I have had a service tech out 4 times and it has not been fixed. Contract [protected] repair dates with case numbers 3/6 [protected] 3/20 [protected], 3/26 [protected] and 4/16 [protected]. I have reached out to customer service with no results. The snowblower is unrepairable with 4 attempts and multiple parts. I have contacted support and they are unable to assist they keep ordering parts and today Jerry said he had to order a scraper blade but it would not repair the snowblower. SO NOW THEY WANT ME TO TAKE ANOTHER DAY OFF WORK TO INSTALL A SCAPER BLADE THAT WON'T FIX THE MACHINE.

My 5 year old stove caught on fire tonight. we had something cooking in the oven and then the stove started rapidly beeping and flashing F-10 and we saw the smoke rolling out from the control panel area. Immediately shut off and pulled the stove out and unplugged it and could clearly smell it was an electrical fire. Removed the top back access panel and saw that all around the relay and adjacent components were charred and it was hard to tell which one actually burnt.

So I called sears/kenmore immediately and was gladly surprised that they were taking phone calls at 7pm on a Sunday night. Progress was moving along rather quickly as they set up for a technician to come out the next day. they new all my information and then at the very end of the call, the rep says the technician will let me know how much I owe after he troubleshoots and/or fixes it WAIT A MINUTE!

warranty or not, this is only a 5 year old stove with normal small family use, which CAUGHT ON FIRE, and I am going to be expected to flip the bill on this? What if we weren't in the house and it started our house on fire? I am sure my insurance company wouldn't let that one go.

Needless to say, I got her name and employee number, took photos of the damage, and let her know to cancel the tech appointment as I would go another route. My next action is to buy a new stove tomorrow, obviously not from sears, and then to start contacting other individuals other than sears who can further pursue a remedy to this.

I am totally taken back by this whole situation.

I have had 3 repair techs come out to my house. They can see the mower damaging the yard when I turn. However, because there is no physical mechanical problems and they can't stop it from doing the damage, the cover themselves when they make their reports by saying nothing mechanical is wrong with the mower but the customer is just not satisfied. They tell me all kinds of problems it could be, but they won't put it in their report. Therefore when I call customer service, it appears that nothing is wrong, so they won't do anything about the mower. I haven't had the mower a year yet...and I've paid for warranty and protection plan...but that's not doing any good. Its pitiful!

I have been dealing with this issue since April 4th, emailing with the Chat Service at least 7 times(broken English-static on the line-people talking and laughing in the background), talking on the Chat line Phone 4 different times after requesting to speak with a supervisor (hung up on twice-disconnected twice) and attempting to call corporate office 6 times [protected]) going through the recording merry go round asking to speak with Mr. Lampert's office to a recorded message-I am fed up and disgusted with Sears. No wonder the stores are empty. Poor customer service.
April 4th-Ordered a part for my microwave. Paid $34.00 for it to be overnighted. And tried to use a coupon. It was denied.
April 5th-Did not receive the part. Called and was (after arguing) refunded the $34.00 and told the coupon could have been used, so they will now apply it to my Sears Charge Card. Told they were very sorry and that they would pay for it to be overnighted.
April 6th-Did not receive the part. Was told Sears does not pay to overnight it, they will only pay for 3-5 day shipping.
April 10th-Receive the part. It is the wrong part. Check and see that I ordered the correct part- I did- and spoke with a supervisor to make sure. Was told it was the Warehouse's mistake. Was told as a favor to me…..they would refund the overnight fee. I told them this was not a favor, they already refunded it. Then was told they would apply a coupon to my order-also as a favor to me-told them it was not a favor, they were already supposed to do this. Was told they would-you guessed it-overnight the part to me.
April 11th-Now I need to repack it and find a UPS drop off to send it back.
April 12th-No part.
April 13th-No part. Called and was told it is the Warehouses' fault. They did not send the part out. Nothing they can do-and I should look at all the FAVORS they did for me.
April 14th - Looked at the UPS tracking system and see that the part is not scheduled to be delivered until April 17th. REALLY…..
Sears should be ashamed. You lie to customers, use a cut rate service to address (ha ha) concerns. Was told they are located in the Philippines. CEO of company can never be reached and his office refuses to return repeated phone calls. All of the media sites list ongoing complaints against Sears. I could have purchased a new microwave for all of the hassles I have endured.
How about you refund all of my money and I promise not to use your company again as A FAVOR TO YOU.
Jeanie Lawrence
Case #5668841
[protected]

We purchased a mattress set at Sears. We are Seniors who still believe in integrity. So when we got told that the display model was 75% off, we believed them. (Could have purchased a Sealy set on line, and had it delivered for less, we found out later).
As we would get charged $80 delivery charge, my husband agreed to pick it up the next day. As he was waiting for help to load, he noticed the sign that said free box springs with mattress purchase. He pointed it out to the girl who tried to give us a refund, and said she would have to wait for the manager.
She would call us. A week later, (after 3 attempts to reach her), she called and said our mattress wasn't on the list according to "the district guy". There was no list if ineligible purchases. And the employee has been there long enough to know, that is why she supposedly tried to give us a refund. So then I filed a complaint with BBB. First thing that came up is a comment
that Sears wishes to try and be contacted first. I tried and no response. So back to BBB I go. It took them 10 days to respond! They said they would investigate and get back to me in 2 days. I gave them 6 days and still no response. So I decided that since the incidence took place in a different state that I should post the complaint with that BBB. After all, that is what they are there for right?
No, everything has to go to Illinois as that is corporate headquarters. I am hoping that with all that I have found on-line that there is some legal authority reviewing all these incidents. How sad that people give up their integrity!
Purchase was in February 2018.

My name is Diane Farnsworth, I live in Bear Lake Michigan and you can reference my file under the phone number [protected] and yes I do have a Sears home warranty ([protected]). On or about March 1 I called Sears to have a repair tech come out and look at my frig as it quit cooling both freezer and frig. They made a date for Tuesday March 6. Tech arrived (Jerry ID#12971) on the 6th and diagnosed a compressor and dryer for my 10 year old frig (which I love)
The frig is a LG dutch door on the top with ice and water and drawer freezer on the bottom model LFX25950SB, ser.#703KRQW00052. Jerry said the parts would be delivered to our home 7-10 days and he then made another appt. for a tech later the following week. He also said he could save us 1/2 if we signed up for warranty program and explain it and since my parents have it, I thought "not a bad idea" and signed up. So instead of costing 630.00 it was 315.00 The following Thursday a tech (who I do not have a ID# for or name/older man) came in and replaced the compressor and dryer, a 3 1/2 hour process. Frig started to cool but 2 days later a very warm frig. Another call to Sears, another appt. for a tech (Dan #440826) on the 20th of March. He found that the previous tech had not put the compressor in right and a kinked line, he then proceeded to take it all apart and redo what the previous tech put in. 2 days later a warm frig and yet another call to sears and a tech date of March 29 (Jerry from before) saying previous techs should of done a system check and found a Freon leak in the evaporator, guess what... not the compressor at all, he diagnosed wrong in the first place. He ordered a evaporator and dryer set a date for April 10. Parts came and included was a dryer (right part) and a plastic silverware basket for an auto dishwasher (say what!) this was on the 4th of April, and yet another call to sears reps and after much frustration, explaining and crap the woman tells me the part is ordered to which I ask if it can be over night shipped she tells me no but does tell me that the parts dept. will be calling me to confirm and set it up within 24-72 hours. I wait and come Monday April 9 I call yet again... And get a rep who then tells me she can see that no part was ordered from the week before but she will order it... And at this point I just lost it! I not only balled her out from one end to the other, I then requested her manager to which she did not want to transfer me but only did so after I said I would take no other. The manager then told me she checked to make sure the right part was ordered and when it arrives to give yet another call and schedule a tech, I then put her head on the chopping block saying by the time (7-10) business days goes by then another (at least) 5 days for a tech I will be without a frig right around 8 weeks! Are you kidding me! She also said she would cancel the following day tech appt. because of wrong parts. April 10th (next day) a call from sears saying the tech was due, I then called sears (repeat-repeat-repeat) and this time I wanted blood. What I got was another 5... read it...5 reps, everyone from customer service/ & warranty/&parts and finally Steven from the complaint dept. telling me I should be able to qualify for a new frig (up to $10, 000.00) if I so like, from the warranty. I said if Sears is picking up the tab sure. He then tells me he will have to transfer me to the warranty dept. he does and the lady I talk to there tells me that she will set up a tech appt. etc... and here we go again.
I am going to cancel my warranty, I am going to go on every social media site I can and let them know my story of runaround, misdiagnose, complete lack of customer service, idiot techs, and my advice of do not buy from sears and for gods sake do not try to get them to fix anything!
I thought by investing in the home warranty program life would be a bit easier for me but I find out that the whole sears company along with A&E (and reps) are much more part of the problem then part of the solution.
And yes I am still waiting for my frig to be repaired, and if a new one like the one I have was not so expensive I would have bought a new one long ago.
So to sum up... it should not be this hard to get something repaired.
My family and I have been long time Kenmore customers but I guess that was the past. And if anyone, and I do mean anyone, reps, techs, parts, anyone with this company could possibly get their heads out of their butts it would surprise the living hell right out of me.
And of course I will be very surprised if this email isn't simply deleted and never answered or dealt with.