Sears
reviews and complaints

We waited 2 weeks for a tech to show up to fix

Our refrigerator & we have home choice warranty so they scheduled with sears so when he arrived we paid a copay of $85 then he said we had to order parts so he did & they came to our house & then waited an additional 6wks for an installation appointment & on the day of our appointment we received a call from Sears informing us that our tech was no longer employed with sears. Someone would call us within 48hrs with a new appointment but it was a recording asking us to call sears to schedule an appointment so when I call & speak with someone they say I can only make appointments online & when I try to make my appointment online it says it can’t make my appointment right now. I call to complain but they again promise that someone will call me but it’s only the same recording asking me to call sears for an appointment. At this point I’m done & Ive already paid my first tech to fix my fridge! What now? Can someone please help me?

Sears is a joke, like all seriously. A joke, a complete waste of time. Like most posts already stated, I will not go into all the horrible details of my experience with this shady company or its employees. I will simply say that my experience has been so horrible that I and my wife have made promises to each other to never purchase another item from them ever again. In the future, if we need a repair on an appliance that we've previously purchased from them. It will come from some other source. Awful company, that is so far gone. That not even a billionaire could save!

About six years ago, we bought six windows. The selling point, the saleman told us that Sears would fix the window, even if one of our grandchildren put a baseball through it. Well we had trouble with a screen Sears said, nope, can't fix that. Now the inside pane of one window is broken. For two days I have been given the run around ending with a phone number for service that is strictly an answering machine that upon leaving a message, no one responds back within the timeframe of next two days. I was given an email address which when I sent a message, it came back undeliverable. Terrible customer service.

The original order was placed 11/4/2020, but cancelled by delivery.

This refrigerator was reordered on 12/1/2020. It was not delivered until 2/27/2021.

The freezer and ice maker have not worked since late October 2021. In addition, the deli drawer does not stay cold. This does not take into account that I have a big family that depends on this 'new' fridge to be functional and not constantly having to throw away food that spoils quickly and not having a working freezer or ice maker.

Repair technicians have been to my home twice to assess:

On 12/10/2021, the first tech said it was the electrical outlet, which was changed out the next day and did not repair the issues.

On 12/21/2021, the next tech determined that there were 3 parts that needed to be replaced with a tentative date of 2/16/2022 to repair the refrigerator.

As of 3/8/2022, there was only one part sent with a promise that the remaining parts would be here by 3/11/2022. The customer service representative said to call back on March 11th if they were not received. It was agreed at that time that the refrigerator would be replaced on 3/15/2022 (Case Number: 7387429, Salescheck: [protected], Delivery/Installation Date: 03/15/22, Original Item #: 46-75039, Replacement Item #: 46-75039).

With several cancellations (by Sears), the next promised delivery date is 5/20/2022. This entire process is totally unacceptable, from the initial order to now. It's been more than six months that I have had a fully functioning refrigerator. Waiting is no longer an option. I want a full refund, repayment for lost food and Sears to pick up this "lemon" of a fridge (Isn't there a lemon law that protects the consumer?).

On 4/26/2022 I called Sears Home Warranty for service on my electric dryer. I paid the $75.00 service charge by credit card.. I was told to call IM Heating Appliance for an appointment. I called.. They told me they were located in South Bend IN and would not come to Ohio.. They told me to call Sears Home Warranty again.. I did and I was told that dispatch would call me in 24 to 48 hours to schedule a service appointment. I waited 48 hours and called again. I was told to wait for the call from dispatch and they were unsure when they would call. I called back today, 5/3/22. Again I was told to call another company, Home Appliance Leasing Corporation. I called and was told they did not service Ohio. I call Sears Home Warranty again. Finally have an appointment with a&e factory service appliance repair for 5/23/22. This is the company I repeatedly asked for and was told by 4 service technicians that they were unaware of this company, even though I told each of them that this is the company they had sent out several times over the last few years.

The part was ordered April 11th then told back order and haven't heard anything else call and get hung up need help I have brand new washer sitting in laundry room can't use and not response. I bought the washer January of 2022 and it was delivered finally in February and in March it stopped working and a tech came out April 11th ordered to main board haven't heard anything . I have been

calling today try to look at my email to find out any update on backordered board and can't and can't speak to anybody on the phone

I have a home warranty service for my appliances through sears/ Home sure of America INC. P.O. Box 810275, Boca Raton, Florida 33481. I called to request service on a refrigerator in my home. I paid a deductible in the amount of $75. Sears proceeded by setting an appointment for repair. The repair technician by the name of Joshua B license number 001077 was scheduled to come to my home for repair. On the day of the appointment, the individual Joshua B contacted my via phone and stated he would come out. After waiting from 8am to 6pm at my home he did not show up, but the technician sent an email stating that I had approved a repair estimate for my refrigerator and signed this agreement without my permission or knowledge. The technician never came to my home yet he billed sears repair and fraudulently signed an agreement without my permission or knowledge. I called sears warranty 15 times where they would not deal with the situation. Sears then rescheduled for a repair person to come back to my home to repair the appliance. I requested for the same person Joshua B not to come to my home since he had broken the law by his first non visit. On April 18th after waiting again for 9 hours the same person Johua B 0010777 called me and said he never came to my house the first visit he then proceeded to send the email stating agin that he had been at my house on April 18th 2022 and again signed without my permision or knowledge again commiting fraud against myself and sears warrenty. I have contacted sears warranty 18 times and also with the fraud department for my bank (discover) who recorded this situation. I have requested a refund for my warranty and have been denied and they also tried to get more money from me in the amount of 150 dollars. They have not addressed the fraud they have commited and this we be dealt with in court because I am filing a claim against both parties involved. This is unacceptable from a company such as sears.

Called Sears Home Service to schedule a repair on a refrigerator that was not working properly. We have a maintenance agreement with Sears on this appliance. The call was made in the middle of March around the 15th. The earliest appointment was for April 20, 2022. More than a month without a working refrigerator! On April 19, 2022, the day before the scheduled repair appointment we received a phone message that the appointment was cancelled and would have to be rescheduled! The earliest it could be rescheduled was May 17, 2022! ANOTHER MONTH WITHOUR A WORKING REFRIGERATOR!

4/4/2022 called for service due microwave inoperative

4/6/2022 tech arrived "I told him main board @ fault" after checking he said have to reschedule due oven needs to be removed and requires 2 men.

4/13/2022- 2 techs arrive "I again told them it is the main board and that the oven does not need to be removed because main board is located behind the upper control panel". 2 hours later after they re-assembled and installed the oven they said they have to replace the main board. They removed the board for repair because they no longer make them "I reviewed the internet and found I could purchase all the boards I wanted from several suppliers".

4/20/2022-still have not heard from sears email or phone call. Called their home services number, recording said the board has not shipped yet.

Tried to talk to anyone about when I can expect board, it is impossible to find any number. Bottom line so far I don't have a oven or microwave to cook because cheap company sent my board for repair so they could save nickles when I paid $1000 for this service contract. I had 2 houses with their contracts for 9 years and 5 service calls and they always never had the part and had to send my part away for repair with down time 3-4

Weeks for me. Their advertisement says fixed first time.

Dishwasher gave HE error indicating heating element problem on 2/18/2020. I purchased the unit on 7/6/2020 with a 5 year protection agreement. I promptly called to have it serviced. Service technician has so far been here 3 times and the parts he is getting are not right even though he's using the model number to order them. As of 4/11/22, dishwasher is still broken. The problem was a burned wire connection to the heating element which could have resulted in a fire. This was clearly a defect in the unit. I have been unable to reach Sears dispatch or any department with Sears who can get the correct parts or provide a replacement per my protection plan.

I wanted to to express my complete disappointment with Sears Home Warranty and Cinch Home Services that they warranty with. I scheduled my repair appointment a week ago as the freezer and ice maker were not working on my refrigerator. Waiting a week for a repair was bad enough. The tech then came and worked on the refrigerator, however, the next morning, the issue still isn’t resolved, and the refrigerator itself is now not working along with the freezer and ice maker. I called back to have them come back to check it, and the first available appointment was 10 days away. I was not available that day, so I gave 2 other days after that even, and they could not schedule an appointment. So now it is going to be another 3 weeks until they can come and check out my refrigerator again, and who knows if they will fix it this time or not. So I am waiting for a month to maybe get my refrigerator fixed. This is completely unacceptable and a total lack of customer care and service.

So after talking with Sears and giving a second chance after my first complaint, I did not think things would get worst, but seems I was wrong. They contacted me after the original complaint and they found an earlier date to come back out and inspect the fridge. I thought we might be on the right track. The technician came, he looked at the unit and said the compressor was shot. He took a picture and then said was sending to Sears and they would contact me if it would be repaired or replaced. So I waited to hear from Sears. After almost a week, I called customer service to see what was happening. They told me the service was complete and closed. The person on the line said that the tech had put in that the fridge was made to be a free standing unit, but was put in a French door cabinet. I said, no, it is free standing and not in a cabinet. To prove my point, I sent them pictures of the unit not in a cabinet, and it is in the same refrigerator space that almost every home has. So now it is going on 4 weeks since my initial filing for service and I am still without a refrigerator. After reviewing the pictures, their customer service department still denied the claim saying it was installed with insufficient airflow. I said that it is in the space created for a refrigerator, and I had purchased the unit from Sears, and they had installed it. And it was never mentioned as an issue at installation, or the previous time I had a repair completed, which was also by Sears. To rub Salt in the wound, I asked to cancel the warranty, and was told that since I had made a claim, I had to pay for the next 6 months, or I would just be billed for 6 months worth of payments if I cancelled now. I said the claim was never fixed, but that didn’t matter.

It is completely ridiculous the way that Sears and Cinch treat their customers. Not only is customer service bad, but service recovery is even worse. After being a customer of your for almost 5 years without a claim, the one claim I do ask for, nothing is done. I will never have anything to do with Sears again, and I suggest that everyone else should not use them as well.

Our Kenmore Side by side refrigerator stop making ice on March 3, 2022. We have a Sears MPA. We called for repair and got a Technician March 7, 2022 (from Teklogixx [protected]). He said the compressor needed to be replaced.

The compressor arrived at our house on March 11, 2022. Called Tecklogixx and set up technician for March 13, 2022, to install compressor and tune up refrigerator.

Everything worked fine until March 27, 2022. Same problem as before Not keeping frozen food or making ice. Called Sears MPA they set up another technician for March 29, 2022, He said it need a freon balance and a dryer filter. He said he does not do that kind of work another technician would have to come and do it. What a waste of our time. He said to call Teklogixx and get another technician to do the work. I spoke to Kathy she knew about the problem and set up a technician for April 1, 2022. He came out and installed the dryer filter and balanced the freon. He said to leave refrigerator un-plugged for 1 hour, We did and after 5 hours it still did not make ice or keep food frozen. I called the technician on his cell phone and told him what was going on. He said to call Sears and set up another appointment. I did.

They gave me an appointment for Monday April 4, 2022 at 8am to 12pm.

I called Teklogixx on Monday at 11:45 am to see about the appointment because I had no call for someone to show up. They said that they did not get a order from Sears for repair. I received 5 tech messages from Sears stating someone would be at my house on Monday April 4th. Sears said Tecklogixx was going to do the work Monday April 4th.

Here it is Tuesday and I have no appointment and nothing is scheduled and no tech messages.

I have been a Sears customer since 1985. This not the way Sears would have treated a customer.

Jack Kyle

720 Island Shoals Rd. Covington Ga., 30016

[protected]

My name is Beverly Landrum. I bought a brand new upright freezer from Sears in Waynesboro MS in March of 2021. It stopped working in December 2022. Called for repair. Man came on January 19th said it needed mother board. He ordered part and said he would be back February 8th. He did not show up. We went on line and it kept saying part was back ordered. We called [protected] on March 15th lady told me ( I have it recorded) technician will call 2-3 business days, no one has called. I called back March 29th they would not help at all, kept transferring me around, didn’t get any help. I pulled up our on line status and it said replacement was authorized. I feel like I have been scammed and out $1,059.00 of my hard earned money. Very very Sad right now.

I have a protection agreement with Sears home services. It appears that it is not worth the paper it is written on. I had a washing machine that needed to be repaired. I first called November 22,2021. One of sears so-called tech came out and ordered some parts that are still in my living room. These parts, by the way were not for the repair. I had to have my washer repaired by a firm locally on March 21, 2022. Appointments were set a number of times, but the tech did not show up and on one appointment he lied and said the repair was complete and he never came to do the repair.

The parts that the tech ordered I have trying to have these parts picked, but no luck, cannot talk to someone that is in the states always someone in India, The Phillipines, Se Asia. All promise to help but never do, they are to send labels for UPS to pick up, haven't seen any yet.

Another thing, I tried to cancel my agreement and get a refund for the remaining months left. I was told that I could not because the tech came out and ordered parts. I always thought that Sears was a reputable business. Boy

was I wrong. I'll never do business with Sears in the future

My range was under an extended warranty when the top oven light went out. I called for repair the beginning of February 2022 and was given a March 1st appointment date.

March 1st a technician examined the light and ordered two parts for it and made a new appointment date for March 21st.

March 21st a technician came and installed the parts and the light still wasn't working so he ordered another part and made a new appointment date for April 19th.

I didn't use the range that evening or most of the next day, March 22nd, only to find out that four out of five stove burners are now inoperable and the top oven is inoperable. The technician maybe disconnected something while working and did not reconnect it? I don't know.

Two online chat conversations with a rep and a phone call to a rep - all promising to have someone call me back - has not rectified the situation and no one has even called back. At last, the best thing done so far is they moved my appointment from April 19th to April 18th.

I have lodged a complaint with Sears via email and have not even gotten an automated response acknowledging that they received it.

The situation has been made much worse now than the original issue of a simple light due to technician error.

I've already received the latest part ordered by the technician and really want this stove fixed. Waiting until April 18th for all of it now is unacceptable.

Refrigerator stop cooling and a technician was sent out and determined that it was not fixable. Sears sent a second technician who determined the same and Sears was having to issue a refund but has given me the run around for almost 1 year. Everytime I call I'm told my refund request will get escalated and that I should get an email but every week nothing comes in. Each rep is able to see the notes about the refund but apologize that the request has not been complete. I'm never able to get transferred to a supervisor and have been promised every time that this time the request will get processed. Sears has no issues taking my money when purchasing but now that they need to refund me money they are taking there sweet time.

I have called multiple times. They keep saying someone will call me back in 24-48 hours to make an appointment. I just want to order the part I need for my dishwasher and I can repair it. I have a master protection agreement. No one seems to know how to do this or cannot even call me back to set up a time for a technician to come out and diagnose what I have already done to get part ordered to fix this dishwasher. For 24+ years we have had protection agreements on all of our appliances from Sears. This is absolutely disgusting how this company treats a long term customer. I will never purchase anything else from your company. Someone needs to fix this system.

Washer broke down in March 2021 . Would not drain clothes completely. Technician told us to get home Warranty so repair would be covered so we did. He said it fixed. We ran it & same issue. He came back out ordered new pump & control panel. Pump arrived & told panel on back order. Called continuously & got same information. After 9 months told part discontinued. Asked about new machine & told we were miss information that item not covered since we bought Warranty after first service. Tried to cancel contract & told it would be more expensive to cancel than to finish contract. We have paid $600 for contract, going to laundry mat. Now still have to buy a new machine. We are senior citizens in limited income & have been ripped off & deceived by Sears. We feel we need some restitution. James Hall [protected].

We contacted Sears to repair and refrigerator that quit cooling in the fall of 2021. It was still under factory warranty. They came and fixed it but charged us $500 and also enrolled us in their service program.

A few weeks later we had a leak from the icemaker. We called and they sent a technician out who did not fix it but ordered a new door for the fridge and scheduled another warranty visit by a sears tech, he came and could not fix it. He called and scheduled another tech to come out a couple of weeks later. He came, could not fix it and charged us several hundred dollars again . By this time we had sold the condo and had to have the fridge fixed. We called a local independent repair person who came out and fixed the issue and charged us and we paid $500+.

We called sears and complained and they agreed to cancel our service contract and gave us a cancellation number.

They continued to send notices to our credit card to be paid for the monthly service contract. We called sears again and they again agreed to cancel the service contract. and gave us another cancellation number.

But they continue to charge us every month. We paid sears well over $1000 for service to that appliance and only got satisfaction when we paid another $500 for a real repair by a local independent repair person.

Sears has a byzantine process of routing you calls for help to and then through numerous departments. None of whom resolve anything.

Service date, 03/04/2022

Unit number 0008309

Service order number 4013041

Kenmore refrigerator/freezer

Gerald r. Tilson

44487 white pine circle east

Northville, mi. 48168

[protected]

Master protection agreement

After filling out the multiple page food loss claim form, I tried to submit it, the total of the loss dollar amount would not calculate, and when trying to submit it, error kept coming up on the screen, I deleted all the information and reentered it again, same result, then again same result,

It seems that the form is designed to keep customers from actually making a claim. I have close to $250.00 worth of spoiled food due to compressor failure on a machine bought in 2017.

This is hardly good customer service, which is what I paid for with this master plan.

I could not find any way to complete and submit this form.