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2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 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 2934

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O
3:57 pm EDT

Sears kenmore elite refrigerator

The refrigerator stopped working after approx. 2 years.
I called to schedule a tech visit.
The automated customer service number told me that I did not have an extended warranty.
I asked a friend to take a look at it and he determined that the compressor and or evaporator was shot.
Meanwhile, my wife found paperwork showing that we did, in fact, have coverage.
I called Sears back and once I finally talked to a live person she agreed the warranty was still valid.
The tech arrived a few days later and saw that the panel was off the back and told me I had voided the warranty. I tried to explain that the only reason I looked at it was that Sears told me I didn't have a warranty.
He told me that the Sears system had been down for several days and that is probably why. He said if I hadn't touched the fridge he wouldn't have been able to help due to the system being down.
I've been on hold for hours, written letters and engaged in numerous chat sessions. All to no avail. After 5 weeks without a fridge in a house of 5, I finally went to Lowes and bought a fridge on credit.
I have been a loyal Sears customer for many years. Needless to say, that is over

This is a copy of the letter I sent.

Owen Pritchard
308 Cook Hill Rd
Cheshire, CT 06410
[protected]
[protected]@amstep.com
7/02/2019
Sears
Customer Service
3825 Forsyth Td
Winter Park, FL 32792
Dear Sears:
This letter is to ask for your help regarding my Protection Agreement that I purchased for my Kenmore Elite Refrigerator. The agreement number is [protected] valid 3-28-17 thru 3-28-20.
The refrigerator stopped working on 6-20-19. I called your automated customer service number and the computer said I could talk to her like a real person. I asked if I had a current protection plan on the refrigerator and was told NO. I tried several times to speak to a live person, with no success.
Thinking that I had no warranty, I asked a friend, who is an HVAC technician, to see if he could diagnose the problem.
He could see that the thermistor PTC was melted and there was a large amount of oil in the bottom pan, probably from the evaporator. The compressor was not running, and the indicator light was out.
My wife was looking through our paperwork and found what appeared to be a valid agreement. I called the number on the paperwork and thankfully was eventually able to speak to a live person. She confirmed that yes indeed I had a valid agreement and proceeded to make a service appointment.
When the technician arrived, he took one look at the refrigerator and said I had voided the warranty. I explained that the only reason I touched the unit was based on wrong information from Sears.
He seemed deaf to my situation and told me that I should have Googled the refrigerator before buying it and I would have seen that it is JUNK. His words, not mine.
He explained that Sears' system was down, and he couldn't work on the fridge even if I didn't touch it.
He left me with a phone number 1-800-578-7536 and said "Good Luck"
Since that time, I have tried everyday to try to contact someone to explain my situation and beg for understanding, but the system was down.
I spent an hour on your "Online Chat" service and that person made an appointment for another tech to come out on 7-9-19.
Rather than wait around for another tech to show up and tell me I voided the warranty; I was hoping to clarify my situation beforehand.
While I understand that anyone, other than Sears, working on the appliance voids the warranty, I'm asking if Sears will take some of the fault by telling me I didn't have coverage when in fact I did.
I spoke to a very nice lady today who provide me with your fax number and as I told her, "do you think I would have touched the fridge if I knew that someone would come fix it"?
I have very little faith that the new tech will be able to fix this fridge on 7-9-19 as it appears to have multiple issues, but I would greatly appreciate it if someone could let me know if you are willing to stand behind the warranty.
You will see that I have been a faithful Sears customer for many years (both appliances and warranties) and hope that loyalty counts for a little with my present situation.
If I could ask for a timely response it would be appreciated. I like to think I am a very patient person but I have been living in a house of 5 with no refrigerator and it is getting stressful.
If I have no coverage, I will need to make a new purchase soon, but would obviously prefer not to.

Sincerely,
Owen Pritchard
[protected] Day or Night.

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M
8:20 am EDT

Sears service repair person never showed up even though appointment was confirmed

I bought a Kenmore fridge and after delivered it was blowing hot air. It was 5 days from delivery so I called for service and an appointment was scheduled 4 days out for 1-5pm. I the tech never showed even though I was getting updates online who the tech was. I called at 3pm and was told he was 20 min away. I called at 445pm and was told he just left a job and would be there between 5 and 7pm. I called at 645pm and was told they would reschedule for 2 days later. I had waited for 6 hours in my tenants apartment to get this service call and and now it has been over a week that my tenant has not had a fridge to use that was brand new. Sears service is the worst. The call center is in the middle east so they can not resolve any problems.

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6:30 pm EDT

Sears kenmore elite refrigerator

Our refrigerator is just 2 years old. The compressor failed 18 months after the purchase. It took 5 weeks from the time we made the call to have the part replaced at a cost of $560.00 for parts and Labor. The new compressor only lasted 6 weeks before it stopped working. We made three calls to Customer Service on, 7/20/19 . The first call we were cut off after being on hold for 20-30 minutes. The second call we were disconnected as soon as we told the rep that the compressor that was just replaced just 6 weeks ago stopped working. The third call we told the rep we wanted to speak to a supervisor and we were assured a supervisor would call us back. No call was ever returned. Today we made 3 phone calls. The first call the rep told us they only work with online purchases and gave us a different number to call. We called that number and spoke to supervisor named Cheryl. The connection was poor so she took our landline number and said she would call back. We never received a call back. We called a 3rd time today and are on hold right now for over 1 hour and 16 minutes with no one answering. We purchased a new refrigerator less than 2 years ago and this is the 2nd compressor to fail. How can you treat loyal customers with such poor service. We want to speak to a manager or supervisor today. That should fairly easy for a Company of your size and longevity.

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10:10 am EDT
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Sears kenmore canister vacuum

Over the years the drop off centers fro vacuum repair have become less and less. So have people who know how to help me.

I have made 6 phone calls to Sears 800 numbers trying to find the nearest drop off center. My first attempt put me in touch with a difficult to hear, difficult to understand 10 second delay phone call with a woman from another country who basically typed in my information (possibly incorrect) int a system and told me that the nearest drop off was over 60 miles away. I couldn't understand or hear her due to the poor connection on her end and had to hang up by the second time she was trying to verbally give me the address.

The second 800 number was easy to hear and but he told me "just call the Camp Hill location, they will help you". I asked them how they will help me and in broken english he told me that all Sears stores know what they are talking about and they will help me.

I called the Camp Hill location and the friendly neighborhood repair guy apologized and said they couldn't' do anything until they had a replacement code from the Protection Plan People and to call a different 800 number.

I reached Barbara at the 4 MY HOME number and she heard me out was very sorry and said she was transferring me to the repair center since she was only online support and would tell them everything they needed to know...I was disconnected

Now I'm on hold with a recording telling me I should "chat" with Sears online except the chat button won't work.

I cannot drive over an hour to have them replace a vacuum! Sears should have an easy drop off location or pick up service.

I've had a canister vacuum since 2008 that have always been replaced by the MPP but every year the drop off centers get farther, my drive gets longer, customer service gets worse and now I may be stuck with a broken vacuum. Of course, it might get replaced with a Kemore vacuum and I'd be in the same situation next year.

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12:21 pm EDT

Sears sears auto - bait and switch / false advertising

I saw an oil change special for $19.99 at Sears Auto facility in Falls Church, VA. I made an appointment online providing necessary information on car make and model, time of service (Saturday, July 20, 2019, 10:00 AM). The appointment was confirmed for the price of $19.99. Upon arriving at Sears I was told that the car needs synthetic blend and the oil change would cost $57 instead of the advertised $19.99. I said I would not mind the conventional oil change, and the person at the counter refused saying the car requires synthetic blend and that he would not offer the deal

This is a clear example of false advertising. I should have been informed that they would not be able to honor the $19.99 special when I made the appointment and provided information on car.

I would like a free oil change from Sears for wasting my time and for not honoring the deal.

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11:22 am EDT

Sears appliance service warranty

On June 25th 2019, I called my service repair number to file a service call on my Kenmore washing machine. Two days later the service technician arrived and diagnosed the problem. He had to order parts but Sears systems was down and he told me that an email was sent to order the parts. I had a schedule appointment set for July 10th, on July 8th I made to follow up call and nothing was order! No phone call no follow up with me. In fact I had to make all the calls. I was told the parts where then on order and would arrive July 15th, but that was false as well. I had a scheduled appointment set for July 18th which was cancelled by Sears because I had no parts. Again multiple calls made by me to service and still nothing was happening. Yesterday July 18th I was told that my part was shipped and would be here July 23rd. I have spend over $100 in laundry services due to the negligence of Sears and the Sears technician not following up with my parts. I have spent a lot of hours making phone calls even chatting to get my washer repaired. I am so upset with sears and can not believe that they just drop the ball with a paying customer. I bought my extended warranty and it has been a nightmare. At this point, I am calling everyone from service to Corporate to get a refund of the $100 I am out laundry services due to the negligence of SEARS!

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3:50 pm EDT
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Sears kenmore elite washer

My Kenmore Elite Washer was purchased through Sears back in 2017 with the Master Protection Agreement. The control board was replaced twice last year. In May of 2019, I called because the control board was acting up again. I haven't had a washer since then. This is still an ongoing service call that Sears sends a different technician out every time. Each time they can't fix the issue. Finally on July 12, 2019 I was approved for a replacement. I went to the hometown Sears to get another washer the next day. I still had to wait to it to come in. It came in yesterday and I went to pick it up. It was installed and the washer doesn't work. I call the store who tells me I need to get a repair tech out for a new washer. I'm not making a repair call for a new washer. I called the benefits department and the guy I spoke to would not allow me to talk to his manager. He said I had to take the washer back and call them again to get a new authorization number. I has to explain to him that I had waited almost an hour just to talk to him I very much doubt that the store would sit there and wait another hour. I can't pay out of pocket for them to pick up my washer and delivery it either. I just want my washer replacement that works. I have been without it long enough and have had to spend a lot of money on dry cleaning and laundry mats that will not get reimbursed. This has been an ongoing issue since May 2019 and I need help.

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2:29 pm EDT

Sears flooring

July18, 2019
Hello,
My husband and I bought a nearly $20, 000 floor from Sears in 2017. The first time we started having issues, an inspector came out and noticed that the flooring panels were not 1/4 " away from the wall. He also said the underlayment was not the most expensive one that we ordered. So, he said we have to reinstall the whole floor. So, they did. Second crew ripped these floors out so badly and then reused same panels, that now the floor panels are constantly gapping, separating. Everyone, including inspectors that came out all said that these floors were not installed correctly. The quarter rounds are not plushed against the floor and there are gaps by the wall, as well as, huge gaps that show up everyday, throughout the house. We were under warranty this whole time. I've been calling since November 2018 to fix these floors. They sent out an inspector, who says we need to put in new panels. He put in the order and was told because of the bankruptcy, they will not honor the warranty or give us a refund. Called a lawyer and had them sent a letter. They called and again refused to give us a refund for new floors. Inspector came out and again, said we need a new floor. They refuse to listen to the inspector. So, they send someone out to hammer the panels together. The panels are loose because the last installers damaged them. The person who came out to hammer noticed big gap by the wall. This is wrong and sad. Now, they are giving us only a 90 day warranty. Please help us. We have a new floor damaged by installers. I understand that Sears has now been bought by Transform. We would like Transform to please help us regarding this matter.
Thank you,
Darlene Vinyard
[protected]

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11:52 am EDT
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Sears kenmore refrigerator

My fridge was purchased in 2016 and I bought the master warranty. On june 1, 2019, it completely stopped working. I called to have sears come look at it and it took till the end of june for someone to come out. They had to order parts which took over a week. My appt was today and at 10 I was notified that it was canceled. The customer service is poor and I have spent several hours on the phone with them. They said they will only pay for a rental fridge u til mine is fixed. The local shops only rent for 4 weeks at a time. They still told me they would not pay for any rental longer than when my fridge was fixed. It is the middle of july and my fridge is still broken. I will never purchase anything from sears again. They transfer you to someone different every time and get told different responses. I did not get the maximum food loss expense and there was no explanation as to why. When I called today to ask for a manager, they transferred me and the call was disconnected. Do not buy from sears or their warranty service.

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10:46 am EDT

Sears refrigerator repair (order number [protected])

I purchased a Kenmore Elite refrigerator less than 4 years ago. On June 5, 2019, upon returning from a trip, I discovered that it was no longer cooling either the refrigerator or freezer (I lost all of the food in both). I called a local appliance repair person who told me that this was a known issue with this model but only Sears could repair it. I called Sear Home Repair and was told that the earliest appointment was 2 weeks away. I scheduled the repair and was given a window of 8-5 for their arrival. The repairman arrived for this appointment and diagnosed what the local repairman had diagnosed over the phone but had to order the parts. 2 weeks later, another person came to install the parts and charged me $400 (even though the parts were under warranty). After waiting a full 24 hours, the refrigerator would not get below 50 degrees, the freezer would not freeze the food and the ice maker was not functioning. During the 3rd visit, I was told that it was working fine and the ice maker was just stuck...he stuck a nail in the ice maker, said it was fixed and left. The refrigerator now was registering 50+ degrees and still no ice or freezing. I am requesting a full refund of the $400 that I paid in repairs as it was not repaired. After about 6 weeks of not having a refrigerator, I gave up and purchased a new one. I, again, do not feel that I should have to pay for repairs that were not made.,

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2:17 pm EDT

Sears kenmore refrigerator

I purchased a brand new Kenmore Refrigerator in June of 2018 for around $1, 600. In May of 2019, the refrigerator part of the unit stopped cooling. Sears Home Service was contacted and they sent a repairman to fix it. He ordered parts and another repairman came on 5/31 to fix the unit. In late June, it started to do the same thing. I called the repair line again and they scheduled someone to come out on July 3, 2019. The guy came out to diagnose the problem. He said that he ordered parts and another technician would be out on July 18, 2019 to repair the fridge. Today is July 16 - no parts have arrived yet. I called to check on them only to find out that the technician neither ordered parts, nor scheduled an appointment. It's been 2 weeks since the first technician came out and 3.5 weeks since I have had a working refrigerator. This is completely unacceptable. When I called home services and customer support, I get transferred between people that have no answers and/or fix for my problem. I've been hung up on today twice. At this point, I need a solution in the next two days or I will be filing a lawsuit against Sears.

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12:51 pm EDT

Sears kenmore elite french door refrigerator

I bought the floor model before the local sears closed in jan of 2016 in our area and thought I was getting a good deal at 40% off. Well the epic battle starts when the store which is only 5 miles away from were I live and that the deliver of the unit took until april of 2016 to get to my house since all items had to be sent to the warehouse in vallejo to be processed and that they lost the paper work. When I finally got the unit they had dented the unit in a few places and since I had no paper work of the condition that it was in and that the store was no longer there had no one to go to. I was offered and extended warranty and a discount by the warehouse manager. It was all verbal and never received either one.

After about 9 months of having my ref. I started to see the error codes and since I am a handy man I had an appliance supply house with about 2 appliance repair people to refer to. The error code that popped up was er if which involved one of three fans a control board and the evaporator freezing over. I was told to check each one to see if it was working and de ice which we did all three and the deicing and then when that did not solve the problem a control board replacement
Which after 4 different combinations finally got rid of the error code

Well that lasted for about 6 months and again the code came up and we went through electronic part shuffle to find out which one went bad and would get rid of the code finally after the 2 combination we got it

Now one fine day after 8 month the beast stops spitting out ice and the auger motor was working because when we asked for ice the motor would turn, there was not ice coming out of the ice maker no error codes nothing to warn us and I was told to change out the inlet valve and that would take care of it, nope no ice
Then since I thought that the sensor had gone bad and the only way to replace it was a new ice maker, so a new ice maker went in now were into the summer and we notice that the refrigerator section is not cold as usual but the freezer is cold but some items are not getting hard (great for soft serve ice cream) but not really cold

I asked the appliance guys about it and they had no idea and then went to the sears part guys online and they went through the list of parts that they said would solve the problem and already tested so I went and found a specialist and had to wait for a week to get him to look at a price of $100 to look and $125 flat labor to fix minor problems and $450 if it wasnt a parts swap out both plus the price of the parts

After getting and estimate of $1100 this is when I reached out to the sears online people to see if I was under warranty and that I was told that the warranty had expired and asked if I had an extended warranty and they said that had expired also
I then asked about the problem and was told to call a number for the home warranty division and that I could be covered up to $500 in repair and it would cost me $49 a month and and extra $99 to come out since my refrigerator was not working sounds good the person whom sold me the policy made it sound like he was trying to help and that he was sneaking me in because he said that "usually" you would have to wait 30 day to file a claim but with the $99 I could go right away and that he would personally make my appointment and the first one was 7 day out and that we could not wait because food would start to spoil and put me on hold so he could get a supervisor to ok and for him to get me an expedited appt in a few days. Wow what customer service! Well while on hold is got disconnected and bam when I called back it was like I had the plague since each person either said I don't do that and transfer me to another dept or would disconnect me this went on for 4 hours on online chat room and on the phone both at the same time since the had me on hold on the phone and waiting for an answer on the chat lines
After another session in the afternoon of this

I went a hunting to see whom else this was happening to and this is what I found 4 websites that would listen to my problem to share with the world and a refrigerator that I am cycling ice bag from freezer to the refrigerator just to keep cool enough to keep some food for a few days milk goes bad after 4 day and we don't keep edible food for more that 3 till we either get it fixed or replaced

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12:58 am EDT

Sears services not performed as well as half performed.

My vehicle has been in and out of Sears auto shops since last year. Work was said to be done that was never done as well as them refusing to service my vehicle while it was still under warranty. My family was almost killed in an accident due to a manager refusing to check work performed by Sears leaving my fiancé and two kids riding with a leak between the break booster and master cylinder causing me to loose all breaks while going through and intersection.

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12:12 am EDT

Sears kenmore elite french door

I have Kenmore Elite model 795.72489.410 and have had it for 2 years. We noticed a bad smell coming out of the vents on the back of the refrigerator on the right hand side that smells like dog poop or a dead mouse so we opened up the cover on the back and could not see anything. We really don't know if we should call a repairman or what. We have warrant still because we bought an extended one a year ago when we were having trouble with the condenser fan making too much noise. I'm saying that a lot of other people are having issues with a bad smell also so not sure what you guys do about that .
Roy Shipp
24907 S Lakeside Circle
Afton, OK 74331

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12:03 am EDT

Sears air conditioner

Our AC went out 3 1/2 weeks ago. Luckily the AC was still under warranty. We called Sears to send a technician out, which they did within a couple of days. The technician said the motor needed to be replaced and that he needed to order the part and needed to come back when it arrived. He came with the new motor a few days later, but couldn't finish the job. He said that he was missing a tool to install the motor and that he needed to come back. Mind you, we live in New York and the summers are hot. We have three kids in a 95 degree home. Sears automatically rescheduled us for a week later. We tried calling the scheduling department that was zero help. The technician was supposed to show up between 8am and 6pm. By 5 pm, we had a new time on the tracker. They said the technician would come out between 8pm to 10 pm. The guy never shows up! The technician originally gave me his cell to contact him, which I did before and he responded, but now all of a sudden, zero response. I took a day off of work waiting for this technician. I checked the tracker again and my appointment was cancelled and rescheduled for a week later! The next day I called, no one could answer me as to why I was rescheduled for a week later! I pled with them that it was 95 degrees in my home with 3 children and what they basically said was, "we are sorry, we will send a message to dispatch and our emergency department to try and expedite this". I asked to speak to a supervisor, their response was, " I'm sorry all supervisors are busy taking other calls, I will have one call you as soon as they can". Phone call after phone call, complaint after complaint, and the representatives saying they couldn't do anything we had no choice but to wait...today was that day. One week later. Finally a technician comes, realizes he needed the new motor, he said the original technician has the part. He himself, called the original technician asking him why does he have the part? And why didn't he finish the job. He also mentioned, usually protocol is the responding technician is supposed to finish the job from start to finish.

I had plans to leave on vacation tomorrow. So I called again. Very annoyed by this time, I called again. Spoke to a gentleman, I explained the situation, he says, well it's rescheduled for tomorrow isn't it? I said, yes, but I need to reschedule my flight, so I need an accurate time and can I be the first person seen? He says, sorry, I can't do anything about that, dispatch assigns the times and I can't call them only message them. I'm even more frustrated! I ask to speak to a supervisor. Same thing. It's like they were taught to say, I'm sorry, I don't know, dispatch takes care of that, etc. I'm missing my flight tomorrow for my vacation, my kids have been in a 95 degree home and no one seems to care. Very frustrated and upset.

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9:22 pm EDT
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Sears kenmore elite refrigerator

Hello as this person I have been owner of many Kentmore devices for generations in my family ... and it is so sad to see how the Sears company to which my family consumed so many times now, act in that unprofessional way, we buy a product knowing that it will not be eternal but that it will last at least 5 years, not nearly 3 years; but I did not want to be in agreement with the person who said that it is a piece that does not work, I did not want it but I will have to be a piece of crap ... but apart from that we buy protection and they do not want to make it valid, they want it to come a technician to validate your rotten food, why they do not believe you and that you take pictures, and then you make a list, and then, that the first technician comes and tells you I can not do anything, and calls someone and says he will come a technician. when ? After I leave and it never arrives and they do not tell you what the next step is, I call again 45 minutis waiting to be transferred from one place to another ... finally another appointment for another technician in 1 week, start the expense eating out more the gasoline etc ... comes the 2 technician opens the back of the refrigerator and measures the compressor pressure and says this is why it does not work we need to change the compressor, order the piece ... waiting for the piece to arrive, another week the piece arrives .. I communicate, another week for the next appointment of the technician ... the technician arrives of course 7 or 10 minutes before 2p.m. When it was supposed that I would arrive much earlier ... because he had to go to eat he feels his stomach laughs and tells me why that is the Law ... and I lost my whole day ... I hand him the piece, and he tells me and the other piece, that another piece, that's the only thing that came ... he says i need the other piece and I say do not know .. he calls the center of parts and they tell him they did not send because they do not have it ..and he tells me again like in his first visit to make time (I do not know how they charge their time but they lose him) he knew that he did not have the piece he just lost his time and made me lose my time .. He starts making calls to see if other colleagues have him and he did not succeed ... and he starts cursing in my garage using the word F ... and cursing ... and I did not know why and how I was bothered by his behavior speak to the customer service and she tells me that he has to try to find the piece but that she could see that they did not have it in the sidtema and that it was not available and that they had already or 10 days and it was possible that they would not have it, and he tells me not to worry about getting my food back, and that there was a protocol to follow, 21 days and after that time, the unit would be replaced .. Now they tell me that the technician said that he repaired the refrigerator when he left my house, that's not true I was talking to the customer service and they knew that the piece did not arrive, how could he repair it that day if the piece did not arrive and the I then called the parts department and they told her that they did not have it ... but the Searspabebefit service department. They throw the ball to see if we get tired or not and not only that he also believed what the technician said, and now they want me to pay $ 99.00 + for another technician to come to see the refrigerator and do not want to replace the unit, finally the piece arrived not exactly when we left for the week of 4 July ... And now they tell me that my protection expired and they say they can not and they will not do anything ... No matter what; 1.- The refrigerator broke down a month ago within the protection plan. 2.- I did not make the appointments with a week of time apart ... and 3.- How can you believe the technician that he repairs the unit if I do not get the piece ... you judge right now from 11 a.m. to 4:47 p.m. trying to get an answer or help but I only had people who when they stopped being nice they hung me to be exact 3 people .. All my time and money We have spent and apart to support their unbelievable professional ethics ... but that if when you go and buy not only expensive devices like my refrigerator of almost $ 3000.00 + this and that and the other of course the protection, there if there is a lot of kindness and everything They say yes to everything .. But now I am in agreement with that person again worse experience of my life and also disappointment. ..not like the old Sears .. THE WORST QUALITY IN ALL ASPECTS very unfortunate. If someone has the same experience and can give me some suggestion, I would really appreciate it

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2:13 pm EDT

Sears lg refrigerator and sears mpa

I have had 4 product failures with either parts or workmanship within a continuous 12 month period. At this point the MPA clearly states under a "Lemon " provision that the product will be replaced. A supervisor named Jay only felt that had 3 failures since on one of the visits the tech forgot to plug in an internal cable ( this sounds like workmanship to me). They are going to order parts and come out for a 5th repair attempt. I plan on continued pursuit of this thru the S.C. Dept of Insurance
At this point I can not recommend a
Sears MPA or LG Refrigerator

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10:22 am EDT

Sears kenmore elite

Has been down multiple times. Just fixed and still not working right. Repairman due again next week. Only 4 years old and have bought 2 extended warranties. Piece of junk. Every phone number I've been given to escalate doesn't get me anywhere. Stayed on hold for 1 hour yesterday and system ended kicking me off. No luck no matter what I try. I will never buy from sears again

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11:56 am EDT

Sears sears master protection agreement

We have two Sears Home Services warranties. One is a pre-existing Master Protection Agreement for our kitchen appliances and the second is a later purchased Home Services Agreement for the rest of our home. On June 19th of this year, we discovered that our LG refrigerator was not operating and contacted Sears. However, we did not receive an initial visit from a Sears service representative until June 26th. After the visit, the technician concluded that the LG main board was not operating at sufficient voltage to test the system, specifically the compressor, and that the board must be replaced first. This was so even though he knew and I had already been informed that the compressors on this model were failing prematurely. Because of some system communication failure, no part was ordered and no other appointment was scheduled until Jury 1 when I found a manager in Sacramento, who kindly directed a representative to our home on that day. After looking the LG over, this technician concluded that the main board was fine, but that the compressor was bad - as I had initially suspected. The technician - or someone in the service chain - ordered the compressor, which was shipped on July 3rd. We are informed that the part is estimated to arrive at our home on July 8. The technician also told us to contact him once the part actually arrives so that he can attempt to fit us in before the next estimated appointment date of July 11. We are not holding our breath. Even presuming that the part arrives as scheduled and the refrigerator can be fixed by that date - by no means a certainty - it will have been three weeks since we have had a refrigerator. We have lost spoiled food and purchased a bunch of ice to carry us over. We even had to purchase a small refrigerator to house medication that must remain cool and dry. To be sure, some of the Sears and out sourced service personnel tried to fix the service and ordering problems. However, we remain very unhappy. It has simply taken to long for this problem to be resolved.
Supplemental Note: Finally. I received an email from UPS today, July 7, that the part was shipped this morning at 11: 06 a.m. from Lathrup, CA and is estimated to arrive before the end of business tomorrow, July 8. We will believe it when we see it.

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mimzeleh
, US
Sep 13, 2019 8:14 pm EDT

Hello. I am a fellow victim of Sears's abominable customer service, technical incompetence, and outright fraudulent Master Protection Plan shenanigans. I've been trying to get the ice maker in my fridge fixed and it's been an absurd and extremely unpleasant experience. I'm in NJ. Very interested to know what your present situation is. And would love to hear from others as well!

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11:42 am EDT

Sears kenmore refrigerator

I have been a loyal Sears customer since 2000 and have all Kenmore appliances. During this time I have had warranties on all of my five appliances paying over $600.00 a year for this service. Recently I called to have a refrigerator service and was told I would have an appointment in two weeks. The day of the appointment I received a call saying that the service was cancelled because the technician called in sick. My rescheduled appointment would be two weeks later a total of one month before service. The schedule department was just sorry and did not offer any recommendations or solutions. I was refer to Benefits Administration Department. They informed me that I could get a dorm size refrigerator until the service was done. I asked what other option did I have? Find my own repair person, pay for service and submit the bill.
What is the purpose of paying hundreds of dollars for warranty protection not to receive service in a timely fashion when it is needed? I will no longer get this warranty from Sears and I would not recommend Sears to anyone for this service

Barbara Bullock

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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.

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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.

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