Sears
reviews and complaints

I have dealt with sears master plan waranty for over 10 years and pay my fee every year at renewal time. I have been trying to get a sharp tv repaired and cannot get the appointment for this service. They tell me that they will call me in 24 hrs and set the appointment, however I never get the call — I have been trying to get this appointment since march 2020. I paid a rather large renewal fee and I am not receiving service and wish to get this corrected asap before I hire a attorney to work for me and charge sears with deceptive business practice — thank you, sincerely, jean lewis [protected]

On October 1, we woke up to a burning smell and realized it was the Kenmore Refrigerator that was burning up, I unplugged the unit and noticed a big globs of black tar like goop all over the wood floor and open the back cover and saw the compressor had the same black tar like goop all over the base of the fridge and all over the compressor. I quickly disconnected the compressor, all of or food was ruined, we have a home daycare and so we had no food for the daycare.

My KitchenAid Dishwasher is covered by Sears Protection Plan agreement. I called Sears for my KitchenAid Dishwasher repair on Aug 7th 2020. Sears technician came for repair on Aug 15th and placed order for some parts. After the parts arrived, Sears technician came back for second time on Sept 10th. Sears technician ordered for few more parts again the second time. After this, I have not heard from Sears. I called Sears Protection Agreement Plan number on Oct 2nd, they asked me to check back on Oct 6th. I called Sears Protection Agreement Plan number on Oct 6th and they opened a case number and asked me to check back after 4 business days. I called Sears Protection Agreement Plan number back again after 4 business days on Oct 12th and provided the case number 6918264. This time the Sears Protection Agreement Plan representative is telling me that I have to wait for 90 days for the parts to arrive. I asked him to call his Supervisor and connect me with him, the representative says he is working from home and cannot call his Supervisor and he hung up on me when I asked his name. It is been 66 days since I called Sears for Dishwasher repair, the Dishwasher has not been repaired yet and have been asked to wait 90 days for the ordered parts to arrive. They should be replacing the Dishwasher if they are not getting the parts by 20-23 days. What sort of service is this? I am into the third month, still waiting for the Dishwasher to be repaired.

On September 20th my refrigerator stopped working. But knowing that I purchased an additional warranty made me feel less stressed with my situation. This happened on a Saturday afternoon I called on Monday and was able to get an appointment for a technician to come out the next day! When I made my appointment they asked me what was wrong with it. I figured the tech would come to at least try to fix it. But he came and basically just diagnosed and told me that the $2500 Kenmore refrigerator I bought from Sears 2 years ago was not a good one because all the parts are LG and LG is the worst. I wish I would have been given that information at the time Of my purchase. The tech. Said he would put in the order for the 5 necessary parts for my refrigerator. He had no parts in his van, he said it could take up to 1-2 week for me to receive the parts they would be delivered to my home! He scheduled my next appointment for Oct 7th, two weeks later.
I had to borrow a small refrigerator from my neighbor. My child's milk and my moms medication was my main concern.

My parts came in earlier than expected, I called customer service and let them know I was given an earlier appointment for 4 days before October 7th.
At that time I should have been told about the food loss reimbursement I was entitled to because I had the master warranty protection plan. But customer service failed to inform me of my benefit. The technician was supposed to be here from 10 AM to 2 PM since he didn't show up at 2 PM I called customer service and told them technician was not here yet they had a note that he was running late and would be here from 3 to 4 PM. A little before 4 PM technician called me and told me he was about two minutes away from my home and his van broke down getting off the freeway. With my frustration regarding the whole situation I did not blame it on the technician which was out of his hands but I expected his supervisor or the person in charge of the technicians working to come up with a solution for this type of situation. The technician just told me that I would have to call to reschedule my appointment since there was nobody else that was going to come to finish the job. I found that to be unacceptable knowing my situation and how important it is for me to have my refrigerator fixed. I expected his supervisor to call me and try to find another technician to come and finish the job all I was told by the technician was to call the one 800 number and talk to them because that was who he reports to he does not have a field supervisor for these type of situations and can resolve or at least try to resolve something like this. I would understand is this company was a small company but it's not it's a well-known expensive to the customer. With that said I expect the best customer service when needed. I called the one 800 number and was told that there was nothing we could do and there was nobody else that they can contact to try to get somebody else to finish the job the next appointment they had available was for Wednesday on my original date October 7th. I asked to speak to the supervisor or someone that canTry to give me a sooner appointment. The customer service representative said that there was no supervisor the only thing she could do was send them a message I asked if they would give me a call back and she said no they were not. all she can do is send them a message with my request. I felt so hopeless, and frustrated extremely disappointed with the customer care and the effort that was done to have my problem solved. I had no other choice but to wait until October 7 for the tech to come out and fix the problem. The technician got here to find out that the parts They sent to me were the wrong parts ! the warehouse made a mistake and put the parts in the wrong box And there was nothing he could do but place a new order for the correct part that would take another week or two to come in.
Again no supervisor was available for me to speak to. even if they would not be able to do anything for me And all I would do would be to express my frustration and hopefully be able to think of another solution. Again I was told to call the one 800 number and speak to customer service but there was nothing he can do again.
This has been the worst experience with a well-known company that I paid for better customer service and expected much more than what I'm getting. I made one more phone call to customer service and requested to have my refrigerator replaced which I think will be faster then waiting for my parts to come in. I was told that was not a an option since it was first the first time this happened they need at least 4 claims for it to be a lemon have to replace it. After this experience I would not recommend to my loved ones to purchase appliances from Sears and pay the extra hundreds of dollars for the warranty.

Ice maker doesn't work. Sears technician out 3 times to repair . Fourth visit cancelled because no technician available. It has been nearly two months with out ice make working. New appointment two weeks from cancelled appointment on October 7, 2020. Spoke with customer service associate and supervisor who stated delay is due Covid-19 affecting available technicians. Asked to have refrigerator replaced as stated in warranty agreement. Referred to benefits department who had scheduled the October 7, 2020 appointment. I refused to to be placed on hold again to be told the same thing. Informed the representative that Sears is in violation of the agreement and that I will take legal action to enforce the agreement if, necessary.

Third attempt of repair for freezer part of refrigerator was scheduled for Oct. 2nd between 8am and 12pm. No one showed, and at 3pm I placed a call to Sears and after holding for 15 to 20 mins was told by customer service rep that the appointment had been rescheduled by the tech for Oct. 12 as he was awaiting parts. I asked her how he could be awaiting parts when I was not contacted nor did he come out to see what was needed. I asked if he was just going to throw parts at it and hope one stuck? She advised that there was nothing to be done except wait for the 12th. I asked to speak to a manager and was placed on ignore, as I was on hold for over 30 mins and no one picked up my call. Service by the current repair outfit sucks, two previous attempts at repair and they have succeeded in making the problem worse. Is it Sears goal to just have tech throw parts at a problem in hope that one sticks? Sears used to have good refrigerator repair people and good customer service, what happened?

I have been having problems with my air conditioner for over a year now I have repeatedly called Sears they have replaced parts and come to my house spending countless of labor hours. I finally made a lemon claim, after the claim was made and it was approved I was told the lemon claim was completed in the refrigeration department and the representative Rodrigo was probably new and shouldn't of completed it, therefore, it does not count. I have been transferred over and over and over and can't speak to a person who knows what they are doing.

I have had the worst experience ever dealing with sears. They delivered a matters that was poor quality and damaged and have been making calls daily wasting hours each day, only being transferred, lied to antagonized and disconnected. Its been a month since they had told us someone is going to pick up the mattress and still to date nothing has been done I am just making calls and getting disconnected and getting the runaround.

Highly disappointing, me and or my family and or my businesses will never buy from sears again as a result.

My cell # is [protected] please contact me in regards to this matter

Our icemaker stopped working, and the temperatures in both the refrigerator and freezer sections of our appliance were not keeping the temps required for food safety. We called for service, and after a week of waiting, a sears technician arrived (8-19-2020) - and tested our refrigerator/freezer and icemaker.

He determined that there were problems throughout the system, and ordered several necessary parts (to be replaced upon arrival of the parts via usps mail).

We waited five weeks for all of the ordered parts to arrive.

Now, today (9-23-2020), all the parts are here — but a different (third-party) technician came. He refuses to replace all of the parts that had been ordered... His "test" for the compressor shows that it is working at this moment. It apparently does not matter that it was not working before, and that it might not work tomorrow — only this moment, today, matters to him.

I called sears and spoke to someone about the master protection agreement we have, and the problems we've had with the refrigerator's temperatures. Sears agreed that he should do the job he came to do, and replace all the ordered parts, including the compressor (which is obviously "going out", but apparently hasn't completely stopped working "yet").

Unfortunately, the man on the phone and I got disconnected while I was on hold — he was checking to see what he could do, to get the stubborn tech to do all of the work, which is clearly under warranty.
I called sears back, only to be hung up on by the woman who answered.
I called sears a third time, was transferred to someone who could speak to me regarding my warranty issue, but sat on hold for 56.5 minutes listening to music - I gave up.

Now the (uncooperative) technician is asking to take the compressor with him — even though our appliance may once again need it to be installed, tomorrow. He says it can be "reordered", and we can just wait (again) for redelivery of the part.

The third-party technician (a&e factory service) just left - without providing us with any paperwork at all. What an unbelievably unprofessional, non-personable, inept tech.
I am so very unsatisfied with today's (so-called) sears "service" appointment!
What good is a warranty, if it isn't honored 100%?!

Purchased this unit in March, 2016.
Spent over a week without hot water and on phone attempting to get in touch with Sears corporate to track my proof of purchase. Thermal receipt paper faded in file folder. Hold times have been ridiculous literally spent 1, 55 min on phone on a good last week.
Sales # [protected]
It's under manufacturer warranty

My Kenmore elite refrigerator is about 2 years old. It died July 24 and has been repaired 3 times and tel not working as of September 12. I need somebody that knows how to repair it.

I purchased my Kenmore refrigerator in 10/2017 along what I thought was a protection plan. On July 17, 2020, my refrigerator decided to stop working. I called Sears to see about getting it fixed. They notified me that I didn't have a protection plan and that I would have to pay to have this serviced. Finding it strange, I agreed to the service...I had to get my refrigerator fixed, I live with my elderly father so it was something that had to be done. On July 21st the service technician came and said I needed a compressor. So, I paid for the repair, seeing that they stated I didn't have a protection plan. Not settled with this, afterward I decided to check to see if I could find my receipt to see what I did pay for. When I found it, I saw that I did pay for a protection plan, so I was confused on why Sears thought that I didn't have one on my Kenmore refrigerator? So, I called. After being on hold for 1 1/2 hrs, I finally spoke to someone, who transfered me to another department, that had me on hold for another 1/2 hour. Come to find out, they looked under my father's name Richard Hunt for the protection plan and when they didn't find it, Sears stated I didn't have one, instead of looking under my name, Janet Krutul. We both live at the same address and have the same account. The lady I spoke to stated I deserved a refund and it would be awarded in 10 - 14 business days. When it didn't show up in my account, I called Sears again. This time they stated that my refund was refused because the service call was under my father's name. But, I was the one that called the service call in, I explained. After being told they were going to re-submit my refund, I still haven't seen anything. I call again at the end of August and spoke to another customer service rep by the name of Daisy. She said that he problem was, Customer Solutions states that the Protection Plan department needs to approve the refund, and the Protection Plan department states that the Customer Solutions department needs to do it. She called someone in Customer Solutions by the name of Ron and he stated that he would have to address this with his supervisor. I called again today, Septemeber 10 to see what the satus is with my refund and I was told that once again that the Protection Plan Department needs to approve this and when I spoke the Protection Plan Department they say that the Customer Solutions Department needs to handle this. No one is taking responsibility for this refund and I'm getting tired of calling them to try to straighten this mess out. Sears owe me $404.52 for a service call I shouldn't have been charged for, because they didn't recognize the fact that I had a protection plan on the refrigerator I purchased back on October 2017. Isn't there anyone that make a decision about my refund? I also still don't have a refrigerator that is working, so add insult to injury. I was told by the Protection Plan Department that I have to wait until my repair appointment on September 17th before I'm eligable for a replacement refrigerator, the appointment under my dad's name doesn't count. So, yeah...

Purchased 7/28
Water accumalating in bottom of refrigerator section
8/10 called customer service (followed reps guidline, no fix}
8/13 called customer service again (same results, no fix)
8/14 repair appointment set up for 9/1 (over 2 weeks)
9/1 repair tech worked on refrigerator (can't fix) need to order
Parts, tech say it will be 9/22 before he can return (if parts come in)
Water still dripping inside refrigerator, it's either mop up the water or do without ice/water,
Unhappy with this new appliance and repair

I bought this yard stake for over $17. And when I received it - it is Made of foam! This will never last outside. And it looks cheap. To cheap to put in my yard. So I thought since sears says on their website satisfaction guaranteed, I would have no problems getting a return label and my refund. I have contacted u by chat, email and phone. To people who can't speak English! And who all told me no problem they will fix this and send me my label. Just wait 72 hours. Well I've waited 11 days! And when I contact them - they all say the same thing - wait 72 hrs. They r giving me the run around. And according to ur website ur committing fraud. U do not give complete satisfaction!
Or u will expect me to pay shipping to return this cheap item, and lose more money?! I've lost money by contacting s er, at time and lost wages.
This is the fifth time I've complained and heard nothing,
U are all scammers and liars.
And I will never buy from u again. And I saw on another website this item sells for $6.99! I paid over $17! So u are scamming people. What kind of company does this?! None that I have ever ordered from! Just u!

I have the plan and when I needed my AC fixed I could not talk to a human and they wanted me to wait 3 weeks to get it fixed and I have a 99 year old and a 80 year old here and I could not wait so I ended up having to pay 300 dollars to get my AC fixed so I let that go and now my oven is not working so I called them 2 weeks ago to get it fixed and it was scheduled to be fixed today and I was told that there would no charge so when the called this morning I was told that it would be a 100 dollar charge so I cancelled it and try to call sears to talk to someone about it and I was on hold for 45 minutes until someone finally answered my call so I told her what was going on and she put me on hold again then after 15 more minutes of being on hold they came on telling me to hold again I was on hold for about 2 hours and could never get a answer

I renewed my mpa for the washer and dryers I purchased on 8/23/11 for 3 more years on 10/12/19. I have always been happy with the plan and service provided.
On 8/18/20 I called to make my yearly appointment and after waiting for 20 minutes I was informed by denise that I now have a repair protection agreement, not a mpa. She said an error was made when they renewed the agreement and she transferred me to the warranty department. After holding for 17 minutes connie took my information and put me on hold to investigate and the call disconnected. I called back and after 40 minutes was disconnected. So, lets just say a good 2 hours was wasted.
On 8/25/20 I decided to try to resolve this again. After waiting for 12 minutes I gave the information to barbara who transferred me to kenna who transferred me to pedro who transferred me to bob (?) all of them not who I needed to talk to. So, this was another 50 minutes.
I was given the following numbers by various agents, all different! 800-578-7536, 800-927-7836, 877-878-3687.
Since I cannot seem to get anyone who can help, I am filing this complaint. All I want is to get my washer and dryer serviced as I have been able to for the past 8 years.
Brenda earle
[protected]

Case # 67721018
I have been waiting for my replacement home dehumidifier since 4/27/2020. There is no excuse for this level of neglect. I paid $ 109..99 for the protection plan.
Where is my replacement?!
The last time I was able to talk to a rep in the benefits I waited one and a half hours to talk to a human. I was told I would hear from the offline dept. In 3 days that was 7/20/2020..

Hello,

I had problem with my washer that suddenly stopped working, called sears
And they said that someone from arrow appliance will take care of the problem. They came on july s, 2020 and told me that they have to replace five parts. Service provider, arrow advise the washer should be replace.

Today is august 17, 2020 and no one came to fix my washer, it is now over 6 weeks. Arrow company called me twice, saod that sears do not have the parts because the factory they deal with for getting parts is closed due to coronavirus and the parts may be will get it end of september. Really?

I have 3 kids beside me and my wife, I request immediatly a check to be send to me to buy a new washer. Their replacment number always busy, they put you on hold for hours. They have two numbers:
1-800-376-0557
1-800-927-7836

Sears, I am wondering why you guys will be out of business, for your poor service and rude customer service reps.

I demand the check to be send to my address a.S. A.P.

We bought our Kenmore Elite refrigerator 5 years ago and we found out the compressor has gone bad and a water "valve" in the unit is leaking.
$1100 is a little hard to take when you believe that Kenmore is one of the best around. At this point we can't recommend it that's for sure.

We have had 2 repairmen out to tell us they needed to order a part, the part is no longer available, we purchased the dishwasher in 2016. The repairman said if they could not get the part by 7/31/2020 they would replace the dishwasher...so far we have been unable to reach anyone, on hold for 2+ hours just to be told they were now closed...get a grip, we are going to the BBB and make a complaint for the POOR customer service. Please contact me [protected].
Jerry Mahoney