Sears
Reviews and Complaints

I recently purchased a Kenmore blender from Sears México and I've been quite satisfied with it. The store had a variety of options, but the salesperson was really helpful in guiding me to the right choice based on my needs. The blender itself is powerful and easy to clean, which is a huge plus for me. The checkout process was smooth, and I appreciated the clear communication regarding delivery times. Overall, a good shopping experience without any unnecessary fuss.

Ordered a dishwasher online first of March 2024 delivery date March 28th then April lst and to find out it hadn't even been picked up at the warehouse we canceled our order after talking to customer service . We have only gotten a run around from them saying their system is down and call back in 24 to 48 hours and that was the excuse for the past month... now I get the same excuse that the system is being updated in the refund department call back again next week and you bet I will and will keep calling until I get it refunded. they took our money as soon as I placed the order I want my $520.17 back. I would like to speak to SOMEONE who can resolve this issue.

While the concept may seem like a good idea, they are perfectly happy to leave you without your appliance (in our case a dryer) for WEEKS or MONTHS. When you try to call, wait time is always over 40 minutes. They finally arrive for your appointment which is always at least 2 weeks out and have to order a part. Which takes another few weeks. The money you spend at laundromat and on this agreement itself, you could purchase a new appliance with.

My dishwasher stopped working in October 2023. First appointment i get canceled 1/2 way through the day without any explanation. Next appointment tech came out which let me tell you no people skills at all) says it is the motor. He orders a motor. We have to wait 2 weeks for next appointment. he comes fixes the motor. Great! That night we start dishwasher and the kitchen floods. There was no leaking before he came to my house. Now there is a major leak. I guess it might have had something to do with the review i left about how he was not very polite and not a people person. So, time to call sears again another appointment with a different tech. He comes and says we need a part that is hard to find but he will do his best. he orders a part. next appointment he comes and says it is the wrong part. Orders another part and another appointment. the same part comes. The appointment date comes, and he calls me and says send him a picture of the part because if it is not the right part then there is no reason for him to waste his time coming here for no reason as he sits in the grocery store parking lot next to where he lives. hmm but it is okay for me to keep wasting my time and staying home from work to wait on him to not show up anyway. Of course it is the wrong part because it was the same part that already came a month ago. so he says well i have to do a nationwide search for this part, so another appointment and the nationwide search comes back to not finding any. so my appointment date is here and he calls me to tell me this news also from the grocery store parking lot next to where he lives. He says I need to call sears and tell them so they can replace my dishwasher. I call and they tell me HE has to request a replacement on his forms he fills out. So, I call him back and he tells me they are not allowed to fill the forms out like that. that it is sears responsibility to do it. SO now i am playing phone tag so I get sears on the phone with a different cell phone and i am talking to the lady at sears and she told me HE has to request it so i told her i was going to do a three way call with him and i called him and he answered so he talked with her and basically yelled at her telling her she was wrong and so she put me through the escalade department and my tech said when you get through call me back and I will explain to them. When they answered I tried to call him back and of course he didn't answer. So, all in all, I had 8 Appointments, 2 nationwide searches that show that the part has been discontinued. Missed 8 days of work and because of this dishwasher leak my kitchen hardwood floor is ruined. It has been 6 months with no dishwasher that i purchased a warranty for from Sears. And today April 5 th was my last appointment with the technician canceled my appointment and the sears agent telling me there is nothing she can do about it because that is the only technician they have in my area, and he has to put it in his forms that we need a replacement. Very DISAPPOINTED! Sears and all their employees should be ashamed of themselves for taking (stealing)all of their customers money.

I have been trying to get my Sears Oasis Washing machine fixed or replaced since the end of October. After seven visits and all parts installed to fix washer

my washer it was recommend for replacement. Today, January 12, 2024, I found out it was denied.

I am a handicapped Senior Citizen and have taken enough harassment from this company! Beware! Don't buy the Plan!

Order number 12255883

A technician came and charged me $607 for the visit and a new ice dispenser. However, after installation, the same error persists and the ice dispenser still doesn't work. I've tried calling and texting the technician, but he hasn’t responded
I rescheduled a new visit and asked for a dufferent technician through the AI assistant on 05/27
I am frustrated with the level of service and I request a refund as well as compensation for the time I wasted with no results.

CHRONOLOGICAL BREAKDOWN OF
THE “SEARS PROTECT WARRANTY” DILEMMA

Pre “Sears Warranty” History
In early April 2025, we suffered an intermittent failure of our GE ovens preheat, temperature selection circuit. Reviewing our GE XL 44 appliance manual, the problem appeared to be the igniter for that circuit. No other problems were evident in any of the other circuits (lights, clock, self-cleaning circuit, gas burners …etc. We contacted a company (That turned out to be a broker for contractors to contact us for repair estimates). Several of them called us but we turned all of them down for various reasons before contacting Sears to make the repair. We chose Sears because of our decades long history of dealing with them and the trust we placed in them, based on their reputation as a company. Subsequently we set up an appointment with them for the repair and scheduled a service date for April 11th.
Beginning of the problems
04/11/2025- The technician [MADJID F] arrived and looked at different parts of the oven with a flashlight but conducted no tests. As described earlier the problem was intermittent and the circuit happened to be working when he was observing the preheat temperature selector. His diagnosis was that since the oven was working, no repair was needed and demanded that we pay the $129 diagnostic service fee. We argued the point with him but to no avail. He suggested that we purchase an appliance repair warranty and would give us a 50% discount on the diagnostic fee; then the problem would be covered the next time the circuit failed. We purchased the warranty plan (#[protected]) on a monthly charge basis. He took pictures of all the appliances to be covered to get the model and serial numbers be would enter onto our account at SearsHomeHub.com. The discounted diagnostic fee of $64.50 was placed on our credit card and he Informed us that the coverage would not take effect until May 11th 2025; then he left.
After about a week, I checked the hub website to see my appliance model and serial numbers. No information was listed so I gathered all the model and serial numbers of my appliances and listed them there myself.
05/13/2025- We received an email from the Sears Home Services stating that our warranty was activated.
05/15/2025- Our circuit failed once again, so I contacted Sears to set up an appointment for a repair, which they set up for May 19th between 8:00 AM and 5:00 PM.

The technician was to alert us to his expected ETA and keep us informed throughout the day of any changes. He never called, so we checked in with Sears and were told he was on the way and would arrive by 9:17 AM. When he didn’t arrive at that time we contacted Sears again and was told he would be there at 10:27 AM. Again, no arrival. Then was told 12:15 PM, then 3:57 PM, then between 4:24 PM and 6:24 PM, Then finally 746 PM.
HE NEVER SHOWED!
The following day We received an email from Sears stating that they had rescheduled the appointment for Saturday may 24th They did this without our input or consent. We told them to cancel the order. That day we also noticed a $100 deductible charge had been placed on our credit card for the repair (Which was never made).
That evening we contacted Citibank regarding the wrongful charge and had them cancel the card that was charged, requesting a replacement card, after explaining our concerns. Two other charges had already been paid in the prior month’s statement. $64.50 for the discounted diagnostic fee and $65.70 for the first month’s warranty installment. That put our total charges to over $230 and we received nothing from Sears for the money.
05/20/2025- After calling a long list of telephone number, many of which connect to a prerecorded message that offers no assistance or transfer you to another number We were finally able to reach a person by calling the Sears Corporation Headquarters number and speaking to a person about canceling the Sears Protect Warranty. He emailed me a 6-digit number 720211 to assure him that my call was legitimate. I gave him the number and he put me on hold so that he could check my information to cancel the warranty. When he returned, he wanted to transfer me to the repair department. We said no, just cancel the warranty. He said he couldn’t cancel it unless he had a credit card number to send the refund to. Then he said we owed $64 to Sears. We told him that we did not owe them any money. Besides, a refund and a charge together are contradictory and for him to apply the refund of the charge. Then he hung up on us.
Here are some of the telephone numbers that we called…
[protected]
[protected] Richard (complaint department)
[protected]
[protected] Sears Home Hub
[protected] Sears Home Services
[protected] Sears Protect
[protected] Sears Help Center

[protected] Customer Service
[protected]
[protected]
[protected] Complaint Help Desk
[protected] Sears Protect (cloaked as Appliance Repairs Now)
[protected] Sears Protect Warranty Department]
[protected] Sears Corporate Headquarters

When placed on hold at many of these numbers we were subjected to an irritating musical score replete with loud horns (In hopes that we would end the call?)

05/20/2025- We called Sears Corporate Office Headquarters complaint help desk and was put in touch with Richard who assured us that he was well aware of the problem we were having and would be very happy to help us resolve the matter. He gave us a telephone number to call him back in case we got disconnected along with his extension. He asked if we had a Lowes store nearby. We said we did. He instructed us to go to the store and call him before entering it. We asked him what the purpose of that was. He said not to worry about that; just go there and I assure you I will take care of your situation. Like fools we complied with his instructions. We went to the store and while sitting in front of it in our car we called him. He wanted to know if we had a Lowes credit card. We told him we did not have a card and asked why we would need one. He said no worry; he would help us get one; then started asking for personal information and the need for a $500 charge to be placed on a different credit card, to help us with our problem. We stated that all of this seemed rather strange, then he hung up on us.
Earlier we had seen two companies online that for a fee, would send a registered letter to Sears to cancel the warranty. When I went to their websites they showed the contents of the letter, including the Sears headquarter address they would send it to. Now, completely out of trust, I checked the address and found that Sears is no longer at that location.
05/21/2025- No longer wanting to do business with Sears, we called a company called Appliance Repairs Now; only to hear the person we often get connected to at Sears Protect warranty, who already had our information. We asked if she was from Appliance Repairs Now company — she said she was. We also asked if she was from Sears Home Warranty — she said she was. REALLY?

NOTE: Every day we get emails from Sears Protect for different services. When we try to unsubscribe to them, we get the message — SORRY you have been BLOCKED; you are unable to access WWW.Sears.com. Daily, we are bombarded with Sears pop-up ads which we cannot undo without purchasing an ad blocker.
As the result of all of this, we called the GE in home repair service number on the back of our GE appliance manual for our oven and have a repair appointment for May 28th 2025. There’s a sidebar to all of this, the person we made the appointment through was in Puerto Rico and there was constant cackling of chickens in the background noise. We just don’t know what to say about that! We will follow up on any consequences on the scheduled repair date.

TAKEAWAYS
• None of the telephone numbers provided any assistance
• Many of the 13 telephone numbers all connect to the same prerecorded message.
• When talking to a person you are given the runaround through constant transference to other departments
• When put on hold you are subject to an irritating musical score with loud horns (hoping that you’ll hang up?)
• Wrongful charges were put on our credit card
• One technician gave us the runaround and the other technician never showed up
• The repair appointment was rescheduled without our input or consent
• We receive daily emails from Sears that we can’t unsubscribe from
• No repair was made through either appointment
• A total of $230 was charged to our credit card with no repair performed
• Sears would not cancel that contract according to their own warranty cancelation policy
• The Sears complaint department did not resolve our problem (SCAM)
• We are constantly bombarded with Sears pop-up ads that interfere with our computer operations

This request was made on Jan 7 2025 to have my dryer repaired. I ordered the part paid for the service and waited on the tech.
The first person they sent was a microwave repair person and he knew nothing about the dryer.
For the next 9 days I had an appointment every day. 8 to 12 and 1to 5. No body has showed up.
Call customer service several times and they all are reading from a script. They all are sorry for the inconvenience and will reschedule.
It's all a smoke screen. If you do not have enough service tech then it may be a good idea to contract some of this work out. To wait for a repair for over 9 days is just frustrating to me who has already paid for this service out of my pocket because I did not have a warranty with you.
I will be cancelling the service warranty because SEARS is not trustworthy.

Ordered this by phone one morning. Lady told me they had oil Bushing. Later on that day I checked on line about order. It showed th wrong part. Got a Drive Gear # 717-04737A M552 on 12/12/2024in mail by USPS. Talked to them online and got no were. Also found out you can not cancel the order with in one hour. Really pissed me off. I had spent several hours on line trying to find this Oil Bushing with the final crap about being lied to by the Lady sales person. posting this complaint 12/13/2024. friday the 13th! All I can say is that i got miss led/ lied to out of about $18.00. Beware of doing anything with Sears Parts by phone or on Line. By the way, My time is just as important as theirs!

My freezer was covered with a full replacement agreement and Sears was called in April 2024. I foolishly renewed the Sears Home Warranty in June when it came due. I wish I had not because the new agreement that started in June does not cover "replacement" freezers which has nothing to do with the prior rental agreement. At least 4 repairmen came and replaced parts multiple times from the April call but the freezer was never repaired and I was told by the last repairman in August, 2024, that the freezer should be replaced. I agreed! After more long, wait, calls than I can count to every Sears phone number available, I was told, twice, I would receive an email in 5 business days with a coupon for a new freezer, available on line, and free shipping. Lies! It is now November 1st and I have not received anything at all. I was told repeatedly,
"Not to worry" and " We will take care of it". They should be held responsible!

I have the Sears Master Protection Agreement & have had it for almost 30 years. In that time, I have filed 2 claims for product replacement. The first was for a refrigerator. It needed new door gaskets, but they weren't made any more. It took 2 months to get a new refrigerator. The second claim was for my electric wall double ovens, which are 30 years old. I called Sears on 7/8/2024 that my ovens started beeping F1. I was told that Sears did not have a technician for my ovens & for me to call a local company, which I did. I was told I would be reimbursed for the charge. The local technician checked my ovens & said the main circuit board was the problem, but the part was no longer available. So I sent Sears all the paper work. After 2 weeks I hadn't heard anything, so I called again & was told they were working on it. Since then every time I call, which is at least once a week, the reimbursement dept, I'm told different stories. They didn't receive the paper work. After I give them the claim number, they found it. They are expediting my claim. I was told this no less then 15 times. "Call back on Monday", or "call back on Friday." No one is working on my claim, regardless of what I'm being told. It is now September 30th & still no resolution to my problem. I don't know why I can't get satisfaction with their Master Protection Agreement. I would appreciate some response from you. Thank you.
Sincerely,
Creighton Kennedy
9684 E. Skinner Dr.
Scottsdale, AZ 85262

Paid for part to Sears Home Service provider that was not available and order cancelled in beginning of February, 2024. Paid by credit card. Filled complaint to credit card company. All details sent through Bank credit card to Sears. Sears sent response on 6/04/24 agreeing to refund the $416.09 amount. Have not received the refund.

Description BAL ADJ/SEARS 8228 Claim number [protected]

This company is a total rip-off, I never knew I signed up for it when having my refrigerator repaired 7/3/23. Ripped me off for $800. Got an email on 7/3/24 about auto-renew I also never signed up for. I called immediately to cancel effective immediately on 7/3/24 and was told it was taken care of, no worries, blah, blah. I was charged again nearly $800. I just spent another wasted hour of my time trying to explain to 4 people, not one of which did anything but pass the call around until it dropped.

This company is a scam rip-off. Stay far, far away.

David Jacoby 5712 Red Bluff DR

[protected] Las Vegas, NV 89130

[protected]@aol.com

My order has not arrived. The last e-mail stated that it will arrive on July13. This was ordered on April 13th. I was happy to receive the information. But, I received the following communication.

Thank you for shopping at Sears.com!

As you have requested, we have canceled Sears.com Order # [protected]. A credit in the amount of $707.65 has been issued to you on 06/28/2024.

This credit should be view-able by your financial institution within in 7 to 10 business days. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.

Thank you,

Andrew S

Sears Member Services

I did not initiate a cancellation and I am unaware of why this was sent.

My refrigerator has been torn up this time since fetb2024 and they finally. Agreed to replace it, I tried several times to order replacement online and it kept saying they were having computer issues, try tomorrow.

I ordered fridge (not one I wanted) on april 9, order #[protected] with a delivery date of april 30 and I still do not have it and they can't tell me when they will have it, I want the amount agreed to on so I can buy a refrigerator. The replacement code is [protected] for 2699.99, I have been beyond patient with these people and keep getting the run around.

I placed a repair claim for my LG microwave back in January 2024 (it was covered under our Master Protection Agreement #[protected]) and after many parts delivered and visits from technicians to install them, it's still not fixed. My service order number is [protected]. I was told back in March by a technician that he believed that parts were no longer available for this microwave (purchased in 2011) and that per the terms of our MPA, if on April 9, a technician did not show up to fix it, that I would be eligible for a replacement. It is now May (5 months since my initial claim) and it is still not fixed. I am caught in an endless loop of a non-existent part being ordered and never being sent - here's the latest one as of May 15, 2024: https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=9434609105464108221142

I have worked extensively with the folks in Benefits to no avail. I have worked with D.T. , one of the Executive Member Support Case Managers under Case #138588 and am getting nowhere. I am doing everything possible to avoid taking legal action.

Dec. 8, 2023, our freezer "died." Technician arrived eight days later (Dec.16th), and told us that, because of the age of our freezer (38 yrs.), the two parts for repair were not available; however, Sears would have 10 days to find those parts and, if they couldn't, we'd receive an email informing us of the steps to be taken for a replacement under our Master Protection Agreement, which we've had with Sears for nearly 40 years. 3.5 mos. later (mid-March) we finally received an authorization code for a new freezer, and delivery was scheduled for Mar. 29th. On Mar. 28th, we received a call that the freezer had not arrived at the local warehouse, and we'd be notified when it does to schedule delivery. Today, May 14th, the freezer is still not at the warehouse! We are livid! Five months! We have called repeatedly every 48 - 72 hrs., as suggested, but have gotten nowhere! Please, if anyone can help us, we'd be so very grateful. What's the holdup? We've been told everything from Sears "upgrading their delivery system" to "the issue is not with Sears, but with the manufacturer (GE)." However, on the Sears website, this freezer is available for purchase with a delivery date of May 15th. We need help!

I am filing a complaint. On January 9 SEARS cashed my check for apart orderd. wHNE IT CAME THE TECHICIAN THAT ORDERED THE PART SAID IT WAS THE WRONG PARTAND WOULDNOT SOLVE OUR ISSUE. hE REQUESTED A REFUNDTO BE SENT TO US FORTHE PARTS AMOUNTOF 554.49 aS OF TODAY, AND SEVERAL PHONES WE HAVE not RECEIVED OUR REFUND. eACH TIMEi CALL THEY TELL ME IT WAS ELEVATED TO PROIRTY AND i SHOULD GET IT. wELL, TODAY IS mAY 1, THAT IS ALMOST OVER 3 months waiting FOR MY REFUND.

WAITING FOR MY REFUND. REFERENCENUMBER [protected].

mARK AND mARY ANN rUNZO

167 n. nOLA lANE

pAYSON AZ 85541

[protected] OR [protected]

I purchased a Maytag dishwasher in 2011 and have had a protection plan ever since I bought the appliance. It has broken down and parts were ordered but cannot be replaced, I have been told that I would get a new dishwasher, but I cannot find out when. I have called over and over and get the same answer I will receive an email in two to three days but I have not gotten one yet. This has been going on since March 11 20204, I would like to have something done about my dishwasher. I was told at one time that they had to find a dishwasher which was close to the one I had. I think that it would not be that hard to find a dishwasher. It would be great to get some answers. Thank You Virginia Holland

My name is Cheryl Ann Strachan and my email address is cherylann.[protected]@gmail.com I lodged a query approximately 15 minutes ago whereby I chat with one of your Rep. I asked that Miami be replaced with Doral in my address. I placed 3 orders between yesterday and today.

The Rep requested I paid $1.00 for the change. To my surprise $55.26 was deducted from my credit card. I queried it and was told I have to pay an additional $5.00 to have it rectified. The error was not on my part - why must i be penalized to have it rectified. I am asking that you use your good office to remedy the problem and refund 54.26 to me without any additional charges.

Thank you

We had our 20 year old dishwasher serviced December 8th, 2023. In February, after 3 service calls, the technician deemed that the replacement parts were unavailable and requested a replacement dishwasher for us. We heard nothing back from Sears. By mid-March, I started placing calls to Sears to expedite the handling of our replacement. I have been calling every 3 to 5 business days as instructed and am repeatedly told that it has been expedited to the highest level and that the request would be approved. Same story, different agents. I have spent no less than 10 hours speaking to agents.

This has been unacceptable behavior from the company and I can’t think this is not intentional. I am concerned about the company’s viability.

Me and my family have been without a refrigerator for 32 days we have had 3 different technicians come out one which told us our refrigerator was done. But they keep sending more people out to give us mixed signals only to keep delaying the inevitable which is we need a new refrigerator. Don't ever buy from American Freight Company and don't ever waste money on the maintenance protection plan. They outsource their insurance department to another count which shouldn't be a problem but it has been an extreme issue when the insurance department never provides customer service and has an excuse every time you call you realize they are a scam and should be sued.

We are seeking a refund for labor and parts ($564.70) after a Sears technician mis diagnosed a problem with our washer machine.

DETAILS:

3/12/2024

The first appointment was made for a washing machine that vibrated and shook violently.

Order# [protected] or #[protected]

Ordered By Susan Webb / Peter Hnat @ 21242 Oakwood Lane, Foresthill CA 95631

The Technician diagnosed the problem related to shocks and springs - we agreed to have him fix and replace the parts and gave us a bid for $683.70 (this included the Diagnostic fee of $119)

We paid the invoice for $683.70

Receipt# 13059-[protected]-240312

Invoice # [protected]

Parts ere ordered and the repair was completed on 3/26/2024

The first load of laundry the problem persisted and now there was a major water leak as well.

I called for an appointment to have the technician come back.

3/29/2024

Order# [protected]

Service Order # [protected]

Service unit# 0008184

A different technician arrived to evaluate the problem he stated "First Tech misdiagnosed. Bad bearing found - customer declined repair at this time," - this statement is documented on the workorder he provided us.

At this point the repair would be too costly and not worth it based on the age of the machine.

We are requesting a refund of $564.70 This is the total cost minus the Diagnostic fee of $119

Please respond ASAP

Pete Hnat (pete.[protected]@gmail.com) [protected]) / Susan Webb ([protected]@gmail.com) [protected])

[protected](Home)

Thank you

Last phone call to Sears warranty home service Cince agreement Order number 000855541541475 for Samsung Dryer dated March 24, 2024. The sixth Technician that came out to our home after going on 2 months and did an analysis and put in for replacement. David is the supervisor who refuse to speak to me and told customer service to tell me that he was busy and after asking to speak to him several times still never recieved a call back. After the last technician Kourtney that put through his report for replacement this was the 2nd report for replacement and they still wanted to send another technician to my home after finding out that there was a fire in the dryer. After 4 years as a customer will probably discontinue the service due to very poor customer service and handling. Would like this to be investigated and followup report. I will continue to call and if I have to file a report with my attorney for damages.

The technician left my dryer in the middle of the floor, 2 claims were filed for replacement and no email or followup email. We have alll the documentation and having trouble uploading it and can send it through email. The technician took a video for us and sent it to sears. He also left us his card if we needed him for anything . Kourtney S. The technician before him put in for replacement as well and left us his card if we needed him as a witness. We can provide the video and the technicians report as support for our claim. Our dryer is sitting in the middle of the floor and still unrepaired. We will allow SEars to send another technician to tell them the exact same thing but please note it has been 2 months that we have not had a dryer. We will go to the internet with the name of the supervisor and his team at Cinch. Thanks