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2.3 2932 Reviews

Sears Complaints Summary

944 Resolved
1987 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2932

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5:40 pm EDT

Sears Washing machine control boar went bad after 1 and 1/2 months Bought the washer and warranty January

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

Desired outcome: Would like a refund

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1:15 pm EDT
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Sears Warranty

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.

Desired outcome: report sears and their warranty licensed personnel Joshua B license number 0010777 for the fraudulent claims against myself. I would like to be refunded my entire warranty amount and reports made against Joshua B 0010777

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5:31 pm EDT

Sears Home service

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!

Desired outcome: A working refrigerator! Either the one repaired or a working replacement!

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12:29 pm EDT

Sears Home service

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.

Desired outcome: Replace my Main Board so we can cook NOW. COMMUNICATE WITH CUSTOMER AND BUY SOME SPARE PARTS SO CUSTOMERS DON'T HAVE TO WAIT 3-4 WEEKS FOR A REPAIR.

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5:54 pm EDT
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Sears Dishwasher repair

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.

Desired outcome: The desired outcome for me, would be to get my money back to allow me to purchase a new unit from another retailer and manufacturer. The defective unit I have is a Kenmore Elite for which I paid $1585.12.

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4:41 pm EDT
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Sears Home Warranty Service

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.

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5:54 pm EDT

Sears Master protection agreement

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]

Desired outcome: Either fix my refrigerator or replace it as per the Sears MPA in a timely manner

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8:35 pm EDT
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Sears Upright freezer

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.

Desired outcome: Want a brand new upright freezer. 21 CF

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Mr. Helpful
Los Angeles, US
Apr 03, 2022 12:01 am EDT

As long as you have the uncompleted service from January documented from the service technician, you should be fine.

Contact [protected] and they should satisfactorily complete the service.

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Mr. Helpful
Los Angeles, US
Mar 31, 2022 8:13 am EDT

Hi Ms. Landrum.

I'd like to assist but need some clarification. According to your complaint, the freezer stopped working in December of 2022; this can't be correct.

When was the first day you called to claim you had difficulties with the freezer?

Initially, service is always performed on any failed product; only after a number of failed attempt will the product be considered unrepairable.

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Author of the review
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Beverly Landrum
Laurel, US
Apr 02, 2022 10:22 pm EDT
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Sorry I meant December 2021

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Beverly Landrum
Laurel, US
Apr 04, 2022 6:13 am EDT
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Sorry I meant December 2021.

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Beverly Landrum
Laurel, US
May 07, 2022 4:14 pm EDT
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Obviously this site is a joke also. I replied with the corrected date and still no response. Thanks for the No Help

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12:21 pm EDT
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Sears Protection agreement

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

Desired outcome: I would like a response an apology, and a refund of my protection agreement

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Update by allalf
Apr 14, 2022 10:05 am EDT

I guess sears does not read the complaints. It was submitted on March 27,2022

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3gritsmom
Gautier, US
Jan 02, 2023 11:10 pm EST
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Totally understand and agree that Sears service has gone way down ! Horrible customer service

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Margaret Busse
Florence, US
Apr 23, 2022 5:11 pm EDT

Sorry to hear about your experience. Looks as though we are having the same experience only with a stand up freezer.

I was under the impression the Protection Agreement could be canceled even if it was used, as long as the 1 year manufacturer warranty is still in force.

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11:50 am EDT

Sears Extended warranty on range

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.

Desired outcome: I would like my stove burners and oven back in operation as soon as humanly possible even if they still can't fix the light yet.

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Mr. Helpful
Los Angeles, US
Mar 27, 2022 11:45 pm EDT

Hi Judy.

I'm truly sorry to hear of your frustrations.

It's difficult to determine the reason for the outages but I'm sure the service tech has taken great care to determine and work to remedy any problems.

With only a limited amount of technicians, each client is scheduled for a certain amount of time. I'm sure if an open availability for service becomes available, you will contacted about an earlier time. Please make sure your phone number is available to the specific service center.

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Author of the review
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Judy M
, US
Mar 28, 2022 10:33 am EDT

This is a boilerplate answer. One of Sears' technicians has broken my range and I am to sit patiently and wait for a month for them to fix what they broke? Sears should now cover the cost of me having to call an outside service to repair what has been broken by another service.

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Mr. Helpful
Los Angeles, US
Mar 28, 2022 11:52 pm EDT
Replying to comment of Judy M

I'm sorry you believe that Judy.

Unfortunately there are certain assumptions that you are making, some may be correct but might, just as likely, be incorrect. In order to determine what is happening, an authorized service technician should review the appliance.

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Author of the review
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Judy M
, US
Mar 30, 2022 1:01 pm EDT

The "assumptions" I made have been vindicated by another service I had to call to repair my range. The Sears Home Services technician had disconnected several things under the range top and in the back, but had not reconnected them. My range is now working perfectly once he reconnected everything. I, like many others here on this board, are simply looking for a satisfactory resolution when agreements we've paid for are not fulfilled. I am now out another $120 for something my warranty should have covered in a timely manner. This has been going on since January 31st. It's simply unacceptable. Please, don't take it personally. But I will never buy another warranty from Sears Home Services again.

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Mr. Helpful
Los Angeles, US
Mar 31, 2022 1:05 am EDT
Replying to comment of Judy M

I'm glad to know you're back up and running Judy. That is, after all, the ultimate goal.

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12:30 pm EDT
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Sears Refrigerator

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.

Desired outcome: Issues my refund

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Mr. Helpful
Los Angeles, US
Mar 29, 2022 12:07 am EDT

Hi Mr Vega.

I'd like to assist.

Was the refrigerator under some form of warranty? Do you have documentation to show the same as well as two technician visits?

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10:19 am EDT
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Sears Kenmore Dishwasher

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.

Desired outcome: Order part- washer arm assembly kit - for my kenmore dishwasher - so I can fix it. Model 665 [protected]

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11:59 am EST

Sears Whirlpool cabrio washer machine

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].

Desired outcome: We want our $600 back so we can buy a new machine & stop going to the laundry mat.

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Mr. Helpful
Los Angeles, US
Mar 12, 2022 12:09 am EST

Hi Mr Hall.

I'm so sorry for your frustration. Of course you can understand that while under this home warranty program, you have the ability to have your appliances serviced, repaired or even replaced. Of course there are regulations which are outlined, in writing, when one chooses to subscribe. You may find that continuing with this program, beyond your contact, is actually advantageous.

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8:59 am EST
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Sears Refrigerator Repair and Warranty Contract Fraud

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.

Desired outcome: Refunds and cancellation of the monthly crages

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Update by Randy and Cindy
Mar 09, 2022 8:47 am EST

We purchased a condo with a Kenmore fridge. We had an issue with the appliance cooling so we called sears service. The refrigerator was still under factory warranty. We called Sears Service and scheduled a repair which was completed and repaired. We paid about $500 for a repair that was covered by factory warranty. At that time they got us on a service contract, though we never signed for the service contract.

We then had a leak from the ice maker a few of weeks later. We called Sears service. They sent a repairman who did not fix the issue. They ordered a part and sent another repairman over who also did not fix it. But he forged our signature on a form that indicated we accepted the repair as complete. We called again and they send another repairman who failed to fix the fridge leak.

By this time we had sold the condo and had to have the fridge fixed. We called a local appliance person who ordered a part and fixed the leak We paid him over $500.

We called Sears and they agreed to cancel our service agreement. Gave us a cancellation number. They continued to charge us. We called again and they gave us another cancellation number, They still continued to charge us monthly.

They continue to send monthly debits of $49 to our credit card and demand payment.

This organization is perpetrating fraud on us and from what I read on many, many others. They set up a byzantine complaint process that routes you through multiple departments each of whom them send you to another department. In the end they simply de-fraud us monthly.

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imjnla
Los Angeles, US
Mar 16, 2022 12:24 pm EDT

File a complaint with Federal Trade Commission and your state Attorney General. The more complaints filed maybe the government empowered to protect the consumer from unethical business practices will eventually do something meaningful.

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4:50 pm EST

Sears Filing a food loss claim on line, due to refrigerator/freezer failure.

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.

Desired outcome: please refund/reimburse my lost food expense.

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8:20 pm EST

Sears Refrigerator

Hello

My name is Hossam Elissawy and I have had a service contract with Sears Home Warranty and three months ago, I had an issue with my refrigerator due to the freezer not working and as a result, the contents inside the freezer began to defrost so all that food went bad and had to be thrown away. To resolve this, I contacted Sears Home Warranty since I had a contract with them. The service company sent a technician and he concluded that a part needed to be changed so he ordered one and I had to pay for that part out of pocket (86$) since the insurance did not cover it. 3 weeks later, the same problem occurred even after the part was changed and I called the service company once again and they tried to fix it but they said that if it happens again, then it is a pre-existing condition and that it is not repairable. They said they were going to contact the insurance company to get it replaced since they cannot fix it. I am paying 75$ out-of-pocket every time the technician comes to my home due to a service deductible plus $50 in addition to tax for the monthly membership fee. The same issue occurred March 2nd, 2022, and I called NEXTEC service company the following day and they said that they contacted the insurance company, and they were supposed to call me in order to set up an appointment to replace my fridge, but they never did. So, I called the insurance company on March 3rd,2022, and they said that they cannot do anything because it is not covered under the warranty

at this point i tried my best in every possible way i can no method went anywhere with them

all I'm asking is to get my refrigerator fixed if they don't want to replace it

this is why I'm writing to you in order to seek your assistance

look forward to hearing from you

Regards,

Hossam Elissawy

Desired outcome: need my refrigerator fixed or if can't be fixed i need a replacement

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6:00 pm EST
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Sears Delivery

Totally dissatisfied with Delivery

Joanne Keegan

To:

[protected]@searshc.com

Tue, Jan 18 at 12:24 PM

to whom it may concern,

On January 17, 2022 my order was delivered. firstly, i NEVER RECIEVED a call the night before from sears telling me my delivery window time, by 11:30 on the 17th STILL NO CALL from anyone, I had to call and find out when my foundations would be delivered!

The driver calls and we ask him if he has a mask, booties and gloves. he replis I have a mask, I'm not allowed to wear booties it's in my CONTRACT, I could slip and fall? we tell him we'll give him booties at the door just to enter our home, he continues to argue with me over the phone about the booties policy, so we tell him he'll have to remove his shoes, he says he'll talk to us when he gets here. When he arrives he goes on again about the no booties policy in his contract, so we tell him then he has to remove his shoes, HE REFUSES, after we tell him if you don't remove your shoes or put on these booties you can take back the foundations and we'll just cancel the order, at this time he puts on the booties we supplied, his boots were filthy, he had no gloves on and his hands were also filthy. We are in a pandemic and who knows where he's been and what he touched and stepped in, this was TERRIBLE and I had to pay $79.99 to be treated like this by some young punk? The other delivery man REFUSED to come in and when he got the old twin foundations he just THREW THEM DOWN THE STAIRS, anyone, child, dog, person could have been walking along the pathway, he couldn't see if they were coming.

After the foundations were in place we noticed a piece of the plastic on the end was coming off, the delivery guys answer to that, "it's only plastic bro", he took a picture of it.

This was a terrible delivery experience, and to think you charged me $79.00 for it is a disgrace. It states the delivery men will remove their shoes, we'll they REFUSED. We feel we should be reimbursed for the delivery charge and if not this will probably be the last time we buy from Sears. Train your delivery men to better respect the customer, because without us Sears and them would not have jobs.

J.R. Hill

ORDER DETAILS

HOME DELIVERY STATUS: Processing

Delivery Address

JR Hill

Phone

[protected]

Order Date

Sun, Jan 02, 2022

Estimated Delivery

Mon, Jan 17, 2022

Salescheck #

[protected]

[protected]

ITEM DETAILS

Stearns & Foster 9" Standard Profile Foundation Twin XL/Split King

Item: [protected]

Model: [protected]

KSN: 4308503

UPC: [protected]

Size: 79.0 x 38.0 x 9.0

Condition: New

Mattress Recycle Fee: 21.00

Sold by SEARS

Sears Return Policy

PRICE QTY ITEM SUBTOTAL

Sale $175.99

Reg.$359.99 2 $351.98

Item Total $372.98

ORDER SUMMARY

Purchasing Info

Billing Address

JR Hill

16425 Harbor Blvd, Apt 247

FOUNTAIN VALLEY CA 92708

[protected]

Order Summary

Sale Price Savings $368.00

Subtotal before Tax $351.98

Sales Tax $32.56

Shipping & Delivery

Delivery $79.99

Order Total $485.53

You saved 368.00 on this order

How You Paid

Total Charged to Sears Plus ending in************4782

Account type: CreditCard

485.53

TOTAL PAID 485.53

Joanne Keegan

,

[protected]@sears.com

Thu, Mar 3 at 1:23 PM

This is the 3rd attempt to try to get my $79.00 delivery charge taken off my bill. I have called your customer service dept 3 times previous to today's 10 times with 10 different phone numbers and have been given wrong numbers and NO ANSWERs or my MONEY REFUNDED, just hung up on or transferred to another dept. Now we are given this email! This is a disgrace, we have NEVER had this problem trying to contact Sears before, we are 40 year customers. If this is not resolved we are contacting the BBB, and then closing our account with you. Please contact me that you received this email, [protected]@yahoo.com or [protected].

J.R. Hill

Desired outcome: Refund of my $79.99 delivery charge. I would like a response to this email.

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Sears Master protection agreement with sears for a refrigerator

I have been working with Sears and the Master Protection Plan for almost a YEAR! It started in June of 2021 my top freezer refrigerator kept freezing up and not auto defrosting, was happening for 9 months but did not call until June 2021 due to Covid-19. It took 2 weeks before I could even schedule an appointment due to their systems being hacked and no appointments could be made due to their systems not functioning. Finally, in mid-June 2021 I had an appointment scheduled for service for July 3rd, 2 days before this date it was cancelled and rescheduled for July 17th, again a few days prior I was contacted that this date would not work due to service people out with Covid-19. It was scheduled now for July 24th between 7am-11am. I received recorded call that morning a little after 7am saying the service tech was on his way, after more than 15-20 calls that Saturday and no one knowing where this tech was, he finally showed up around 5:15pm with no call to let me know he was on his way. As this person approached my door it appeared, he was intoxicated! I told him to leave! I called Sears back immediately to file a complaint, they said they would take appropriate actions and get back with me, they NEVER DID! Sears had sent 2 parts, a new freezer thermostat and freezer defrost heating element, I watched a You Tube video and installed them myself. I waited several weeks and never hears back from Sears and my freezer was again freezing up, so the new parts did not work. I again called in early September 2021 to schedule another service call it was scheduled for October 12th, the day before the call at 4:30 pm Nora from Repair King called to tell me that they could not come that Sears did added it in error and I would have to call Sears back to reschedule! After 5 more calls to Sears, I finally got someone to help me on the 13th to reschedule for October 21st. The tech came and checked the 2 parts I installed and looked at the old parts and determined the new parts were installed correctly and there must be some other issue. So, he advised to have the mother board replaced and called his manager for approval, so now I had to wait again for the part to arrive and schedule another appointment. On November 16, 2021 the technician arrived and replaced the mother board. The tech was here about 5-10 minutes and left saying this should fix it. A few weeks later I checked the freezer and again ice buildup in the freezer so called again and scheduled another appointment for 12/20/21. I waited all day for the tech again only to have the sane tech that showed up at my home back in July intoxicated sent to service my refrigerator on this day! I had informed Sears each time I scheduled a new service call to NEVER send Tech Tim C. ever again but they did. I politely asked him to leave my property, he did. So back to calling again was connected to an escalation team who rescheduled the appointment for Thursday, December 23rd. This time they sent a newer tech, Joseph S. He was very polite and inspected my freezer and then called his senior tech (Wesley) to review the issue. Joseph had his phone on speaker, so I was able to hear the entire conversation, Wesley reviewed all 3 parts that had been replaced and then asked Joseph for the model number. He then asked is it a 111 which Joseph said yes. Wesley then said that this top freezer refrigerator made by Daewoo was a piece of crap and this was a known issue with this model and that replacing the parts were known not to fix it. He advised Joseph nothing else could be done and that my Sears Master Protection Warranty should cover and replace the refrigerator and they would put this information in their Tech notes. They told me to follow up with Sears on the process to have the refrigerator replaced. On 12/27/2021 after the holidays the nightmare of trying to get an answer and approval for a replacement refrigerator began! At one point I was contacted stating a tech would need to come back to my home to verify the refrigerator was not repairable, I told them no as it was noted in the last technicians notes to the refrigerator was not repairable, but they said I had only had 3 service calls and needed a 4th for before this could be done. I said, what will the next tech say except the same. After numerous calls 19 in all from 01/06/2022 through 02/01/2022 with so many excuses from Sears I finally spoke to someone who advised me to contact the Service Tech Joseph who wrote the final notes that my refrigerator was not repairable. I did still have his cell number and called him and asked if he could advise his district manager regarding the issues, I was having getting approval per the advice of the customer service person I had spoken to. Joseph did call me back that afternoon and said he had put in his tech notes the refrigerator was not repairable and advised me he gave my number to his district manager and she would call me back. I never heard back from her but did finally receive and email from Sears Home Services after endless calls and hours spent trying to resolve the issue on 02/07/2022 for approval of replacement with a dollar amount.

Desired outcome: The replacement refrigerator I want to purchase is not sold at any Sears affiliate. I want a check sent to me directly to purchase a replacement refrigerator of my desire and Sears to pick-up the non repairable refrigerator.

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imjnla
Los Angeles, US
Mar 16, 2022 1:05 pm EDT

File a complaint with Federal Trade Commission and your state Attorney General. Your state may also have a Consumer Affairs dept.

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Sears Kenmore elite bottom freezer compressor failure

Bought Kenmore Elite Grab-N-Go Bottom Freezer Refrigerator

Model # 795.73167.610 on May 2018.

The Compressor Failed and we lost all the food.

Sears sent a technician and he Diagnosed that Compressor is gone, still under warranty and he replaced it.

He also mentioned that the Compressor is Manufactured BY LG and they have been aware of problems with there compressors and refused to recall. He replaces at least 3 faulty compressor every day.

Cost us $600 for labor to replace the compressor.

My Complaint as Sears and LG were aware of compressor issues, Customers including me should not have to Pay anything to get a replacement compressor.

My order # [protected]

Desired outcome: I am asking for Labor cost and loss of all spoiled Food. $1200.00

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Sears Kenmore range

My elderly mother has a kenmore range that I bought for her with a service agreement. Her oven on the range has been out since Thanksgiving. She has had several service calls to come out and fix the range. The first time it was fixed it went out again in about one week. She has set up another appointment but that appointment no showed 12-31-22. She set up another appointment in January the technician came out and said that he needed another part but because it was the 3rd time he told her to call him when the part came in. The part arrived in about a week. The appointment was again set up for March 4, 2022 but because she has had multiple problems, the appointment was moved up to 02-15-22 at 0800 and because she is elderly she wants her appointment early am. When she gets one scheduled my brother or I have to take off our jobs to be there because she does not want to be alone or we arrange for a neighbor to be with her. Taking off our jobs cost money and time but we do it anyway because it is our mom. But does Sears care, oh no! The technician was a "no call no show" on 02-15-22. So I called again today and they wonder why I am upset! My Mom should not have to be going through this. The highlight of her day is cooking. We could get someone to fix the appliance, but sears will say someone else messed with the appliance and caused the problems. You wonder why sears is in trouble, it is because of the way they treat their customers. God does not like ugly and he is not to fond of pretty. His memory is not short like ours. When you do people wrong he sees and he knows all. Sears should have replaced my Mom range with a new one. The people that they are contracting is making them look very bad. Sears, you sold my mom the Kenmore range now you need to make it right!

Desired outcome: a new Kenmore range to replace the defective one that was sold to my mom.

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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Sears contacts

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

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