Sears
reviews and complaints

On July 17, 2021, I placed a order with Sears for a Kenmore refrigerator. I order online after speaking to customer service sales team. I was told by customer service the refrigerator was in stock in the Sears warehouse. The Kenmore was to be delivered on the July 26th. Sears charged me when the order was placed on the July 17th.

Long story short the refrigerator was not delivered on the 26th. Sears changed the delivery date five times. The last time a supervisor promised the refrigerator would be delivered on the aug5th. Next day the delivery dept cancel the aug5 appointment.

I am a senior citizen and take medication that need to be kept cold. Currently I still have no refrigerator.

I called to get a refund since Sears clearly has no merchandise. I am still trying to get the refunds. Told it takes time.
I am a senior citizens and thought Sears honest.
I canceled my order but still cannot get a refund from Sears.

Angela Castor purchase for Sophie Cody.

I called Sears master protection plan to have my fridge repaired . the ice maker went out then stopped blowing cold. I called on Sunday 7/25/2021 and they were nice and quick as I always remember them being. They got me set up for an appt for Monday the following day 7/26/2021. They showed up and I found out he just started on the job and was a trainee. No problem. He diagnosed the problem being the compressor/dryer etc. He found the parts on his truck and was not seeming like he was confident on his ability of repairing my fridge. About 5.5 hours later he is sweating and I smell a burning smell as if he was burning the thermostat up. I asked him if he needed any help and he said nope he's almost done. OK. I waited and he then said he needs to make a phone call to his supervisor. He told them on my cameras that he is having problem fixing it and needs some assistance and they helped him over the phone. He again calls a supervisor, he read off the numbers from the gauges and he said on camera that there is a problem with this repair still. The supervisor told him he can leave that it would take a few minutes. So he was nice enough to wait for 10 minutes and noticed that the fridge compressor was not kicking on. He called another supervisor and this one said the same thing. He tells my wife as i'm coming out of the shower, That it will cool but it will take 24 hours? What, really? I'm in hvac business and that is a bold face lie. I call the Sears line again 10 minutes after he is gone and they say that the earliest time I can get a repairman out is Saturday 7/31/2021. Now waiting a week for my fridge to be repaired and i have 4 younger kids and a wife that has been living out of a cooler for 6 days. Then today Friday 7/30/2021 they call me and say that they need to reschedule me once again for Aug 6th another week without the fridge. At this point I have lost all faith in this companies ability to repair my appliance which I paid for a warranty to cover. I offered to fix it myself, no problem. But it can't exceed $500? Well I already know he burned up the new compressor and thermostat. Which is well over $500. So I can't fix it myself or it voids my warranty. I can't call one of my sub contractors to fix it now because it's over $500. So what the hell can I do. DO I need to send this to my attorney whom I have on retainer at all times or do you want to do your job and fix my appliance which is covered by your best warranty? BBB is next on my list. This is the worse customer service I have ever dealt with with zero empathy. So what happens at my next appt/ Are you going to reschedule me again stating that you don't have any available technicians for my repair? I have scheduled 2 appts now and my fridge is still not fixed. Now a 3rd appt. Then a 4th? when does it stop? I would expect this to be remedied ASAP!

A repair appointment was made for 7/2 a 3rd party repairman identified the parts needed and attempted to submit twice to sears without confirmation of having received the submission. The company was unable to reach Sears so I got the parts and attempted to contact Sears after days and weeks of trying to get info and trying to finalize whether the parts have been ordered, I have no answer. I am constantly turned back to the "escalation department/support team" which closes at 5p. the recordings daily say the same thing, "we are experiencing higher than normal call volume" hours on the phone wasted, no person to resolve this. One lady found out the parts were submitted but she could not determine if ordered. she sent a "form" to the escalation department( aka master protection plan extirpation plan) I was suppose to hear something in 3 days...nothing. then one department was to have the supervisor call me in 24 hours...nothing.
My dryer has been broken for over 30 days without a fix in sight unless I give up on the protection plan covering. how to I get reimbursement?

My fridge was a Kenmore, , , loved it, but it broke within the year I had it. The appliance people came out, had to order parts. They said I would get them, call the appliance co. They would fix. The parts were on back order I have been without a fridge for over a month. They offer food loss check. mini fridge cost. But I haven't received it. I have a big broken fridge. Ruined my month of summer, delays, now it's I can't find a replacement on a fridge I want because they are on back order. I bought a new one from someone else. I want to return my broken one. They said no returns. They have me down for the same one for delivery Aug. 9th. I don't want another Kenmore. Bad manufacture. I looked today, online, and everything was gone, out of stock. What can I do? I have a new LG, just want them too pick this one up for some kind of a refund. I spent 3, 000 for this broken one. I spent all day talking too a million people. The LG I have isn't in stock till Oct. So if they bring my replacement, can I just keep it and sell it? Or put somewhere else ? What can I do. I didn't know they were going to do this. I have always been a Kenmore person growing up. It's very stressful and sad. 111.7503 25.5 cu. ft. I paid for it in full.

Sears Home Warranty Contract Number [protected].
Property Home Address: 12 Mistucky Cir, Warwick NY 10090
Home Phone: 845.544.2931
Open Ticket # SCCP62701C2-2

Service Was Performed on GE Washer on June 14th 2021. The Service Technician evaluated repair and recommended replacement which was accepted by Cinch.

Received email from Chinch on June 18th that offered payout or replacement [recommended another GE Washer]. I accepted replacement.

On June 25th, 2021, The new GE Washer was delivered but the Installer refused to install based on safety issue. The New Washer would not stack correctly with the dryer. The Installer had me talk with his supervisor Michael, who advised me to refuse delivery which I did.

I spoke to the authorization department on June 29th and was told by "Carleka Addisson" that the return was subject to a 35% re-boxing fee. I told her that was unacceptable based on the return recommendation, and that I will cancel my contract if they enforce the fee.

On a follow up call on July 5th, I was informed from "Reada" that my case was in the process of return and that a check for $819.76 would be sent.

From July 5th to Date, I have tried to obtain a status on my payout to no avail. I have been transferred to every department in Cinch and Sears without results.

Today, July 26th, I have been on a call with "Lises" for the last hour and it looks like she is re-initiating a new process for my claim. She tried to explain that the Service/Delivery Department is looking for the washer to be returned to inventory before the check is issued. Why should it take a month to do this?

The entire process has been a nightmare and no way to do business.

I'm out of patients and will never do business with Sears or any of its service companies again.

I have paid into Home Warranty Services since since 11/27/2017. I will not invest another cent.

I'm looking for a positive response.

John P. Gobinski

Our Service Agreement covers a Bottom Freezer LG Refrigerator. After your repair technician (Technician ID 0667071) had been out to our home three times in a short period of time, he stated on 04/16/2021 that the refrigerator is not serviceable and needs to be submitted for replacement. On 05/18/2021 I was told that our case was submitted for replacement and that he would try to escalate the case and I would have to wait for Support Team to call me. Nothing happened! On 07/06/2021, I was told that my claim was escalated to the Team Manager (TM) John of the Replacement Department (RD) and that I should get an update within 5 business days! On 07/16/2021 I talked to Elijah of the RD and he confirmed that my claim had been escalated to TM John of the RD and that I should hear back from them by 07/20/2021. Today is 07/21/2021 and I did not hear from Sears Home Services at all. Something has to happen, this is now going on for over 2 months!

My Washing machine broke on the 7th of July 2021, their first next appointment was a week later 13th of July. The technician never arrived. I called them to find out what happened the next day but all they could do for me was give me the technician name and a number to confirm with him when he was coming to fix the washing machine. I call and txt but never received a reply from the technician. I called Sears back to schedule a new appointment but was informed that I had to cancel with the 3rd party Overflow to receive a cancelation number and wait 24 hours to schedule a new appointment. At the time I was not aware I had made an appointment with a 3rd party, I thought I had scheduled with Sears. I called and canceled my appointment with overflow but never received my confirmation number. I have called to get my washing machine 3 different occasions and have not been able to get this resolved.

My washer broke down in January. I have called and called just to get passed from one department to the next department. No communication. I was approved for replacement. No email to me to say I was approved. I only found out by calling multiple times. After approval no one contacted me to state I have a replacement authorization number. Nothing and no excuse since I have to verify my number, address and email with the 8 different people I get passed to every time I call. I got the authorization number yesterday after I called and spoke to 8 different people. I asked her to email it to me because I was in disbelief. I've been fighting this for almost 8 months. She NEVER emailed me the authorization number and she NEVER told me my authorization number expired! So I called Sears today to get started with my replacement and the store told me my authorization number expired 60 days ago. HUH?!? I just got the authorization number yesterday! So back to square one! That lady knew it was expired but she gave it to me anyway. The people who said my washer was approved NEVER gave me an authorization number. I have no emails or messages from Sears. Communication is only when I call them and I always get passed around and placed on hold for 45 minutes. Now it's back to customer solutions which ironically doesn't have a direct number. Imagine that?!? This is horrible service and a scam! I know 110% I will not get an email or call from Sears in 1-2 business days.

All the buttons have come off our Kenmore dishwasher. It still works fine but we have no idea what the buttons do. This happened after a year of having the dishwasher. Do you have replacement button covers?

I have contacted Sears 6 times by phone since March 2021 to request a refund for a part that was ordered for my oven that was broken. Ultimately, Sears couldn't fix my oven so I requested the $329.50 for the part that was returned by the technician. Every time I call, it's the same thing. You'll "hear from us" to get your money back and surprise, no call. I finally said please just send a check please, but nothing.

To make this more complicated, we no longer live at that address and I've changed CC because we were hacked so every time I call, I have to go through the whole story with the new person. Needless to say, I'm beyond frustrated and just want my money back since they have no right to keep dragging on like this.

I sent a message to sears.com 4 times about my order and I said You sent me a lost claim message June 24th can you update me on the process? I paid for Sony PlayStation 5 Console with COD Black Ops Cold War Game and Accessories and the total was 1, 253.74 but I never received it after it said delivered. No one has gotten back to me about any updates and I'm in the dark about the refund.

December 2020 - Placed a call to Sears Protection Agreement for repair of my Samsung refrigerator as it was not cooling properly and my food was spoiling.

Jan 14 2021 - Repair technician came to my house for service call. He said Samsung refrigerators don't generally need the dust blown out from the back but he will do this to see if it fixes the problem. He said if it doesn't fix it to call in and make another appointment. It did not fix the problem. By this time the freezer had now quit working. I made another appointment.

February 17, 2021 was next available service appointment. I was not happy with this long wait time as I had no refrigerator or freezer now. February 17 came and the repair technician did not show up nor did he call I called and complained. They apologized and said they would offer me a $115 courtesy check for my inconvenience. I could go out and buy me a small beverage refrigerator to hold me over till mine was repaired.

February 27 2021 was the next available service appointment. The technician came out and checked out the freezer. He made a diagnosis and called in for parts. Before he left I asked if the parts he ordered would fix the refrigerator also and he said, "I hope so."

March 1 2021. I called and complained about the time it was taking to fix my refrigerator. She apologized for my long wait and inquired why I hadn't rented a refrigerator until mine was fixed; rental of a refrigerator is part of my Protection Agreement Plan. I said I have been without a refrigerator since January and you are just now telling me that I could rent a refrigerator; the gentleman in February told me to go by a beverage size refrigerator. I rented a refrigerator on March 1 2021

March 8 2021. The service technician came out and fixed the freezer. I asked him before he left, is my refrigerator fixed too? His reply again was. " I hope so, " Well it was not fixed so I had to make another appointment.

March 19 2021 The technician came out and fixed the refrigerator.. finally. He instructed me to keep the rental refrigerator for a few days just to make sure my refrigerator was working properly and it was.

March 21 2021 I contacted Renta Center and requested they come and pick up the rental. I immediately submitted the forms for reimbursement with the required documentation.

April 10 2021 I contacted Protection Agreement department and inquired about my refund. The person pulled up my file and said there was a problem. She said she fixed the problem and I should have my refund in 7-14 days.

April 30 2021. I called the Protection Agreement department again about my refund this time I was told my claim was denied because they gave me a $115.00 check in February and that is all I am eligible to receive; they can't give me two checks. I expressed my dissatisfaction stating the was a courtesy check for all the headaches the Sears service department has caused me. The person I spoke to on March 1st told me I would receive reimbursement for the rental of my refrigerator. She was looking at my file so she surely could see I received the $115 in February. If she made a mistake, don't penalize me for it. She told me I would receive reimbursement and I expect reimbursement. He put me on hold several times and when he returned to the phone for the last time, he informed me that his supervisor is not authorized to make a decision about this reimbursement. The supervisor will take it to her manager and get an answer for me. He said I will personally call you back no later than May 7 2021 with an answer

May 12 2021. No call as promised. So I called again. I was told they would forward my complaint to the proper person and I need to call back on May 14 2021 and they will have an answer for me.

May 18 2021, I called again and this time I was told my request for reimbursement was denied. I let her know how frustrated I am with all I have had to go through to get the reimbursement I was promised. She requested to put me on hold so she could investigate the matter. When she returned to the phone she said, "I have received authorization to reimburse you the price of $150.47 which was the total cost of the rental of your refrigerator. She assigned me a new case number: 7150956 and stated I should receive my check within 10 days.

July 2 2021. I waited patiently for my check but it hasn't arrived so I called yet again and was informed my request for reimbursement has been denied. He stated he was going to reopen my case and he re-assigned me the original case number of 7071185 and told me to call back in 10 days.

I am through calling back. I want this handled and handled promptly. It is now July 13, 2021. I have been waiting for reimbursement since March 2021.

Purchased refrigerator from sears in December purchased extended warranty.
Refrigerator compartment not cooling properly and freezer compartment not as cold as it should be. Called sears for service on July 2, 2021 couldn't get an appointment with Sears repairman but could get an appointment with third party company Iskander Services. appointment set up for July 7, 2021 @ 1:00pm. The repairman was on time looked at the refrigerator spoke little english He said he thinks it is"Freon problem maybe coils not getting cold and fan not working". He was not sure he said ' another person will come on Thursday to fix maybe" He said someone from the office will call. I did not hear from Iskander services all day at 4:00pm I called iskander service left a message re follow - up appointment. Thursday July 8
called Iskander services re possible appointment left again several message no response. Friday July 9 called left message also called sears on hold 1 hour spoke to a woman she called Iskander services spoke to natalie. Several hours later Natalie called me did not know exactly what was going on said she will schedule repair for next week she told me she will try to get someone she said maybe Tuesday I told her am was better she stated she will call me on Monday to confirm Tuesday and what Time.
Monday July 12 no call from Iskander services I started to called them at 12:00pm and called them 5 times total and left message to confirm Tuesday appointment no response from them. At this point I have lost all confidence in this company. I called Sears on hold for 2 hours then disconnected. At this point not sure what was going on no response from the third party no upcoming appointment, disconnected from Sears I went on line and schedule an appointment on line however this was an appointment with Sears home Services this appointment is on July 21, 2021. On July 13 I called Iskander service twice in the am left messages. Decided to call Sears again spoke to Phil he said there was an appointment in the syste m for Iskander in the system for today between 8 -12 today.
I told that I had no confidence in this company they are unprofessional and I really do not want to deal with this company. He said he will try to expedite the service to come today from a Sears repairman I will recieve a test message from the routing department. Needless to say no text no repairman from iskander or Sears no call no response, I attemped to call Sears again@ 4;30, sopke to Avianna She said that I had an appointment today and that they should be here between 8-12 (its was 4;30) I told her I did not want to deal with this third party company I rather have a Sears repairman She told me I would have to Cancel the appointment) before she can schedule another appointment> She stated this was the only way that I could proceed but I had to call another number to cx so I did and then call back the same number to reschedule so I did. After 40 mins on hold another woman said she had to transfer me to the overflow department to make appointment on hold for 45 mins I hung up.

I am very disappointed in sears consumer service department to say the least. The refrigerator is only 6 months old I purchased the extended warranty the fix of this problem should be a easy fix and has turn out to be a nightmare I have done business with Sears for at least 30 years, I have always had a good experience and all encounters have been professional.
That is the reason I have stayed with Sears. This ordeal with this refrigerator has changed my mind totally Poor consumer service unprofessional very disappointing.. I paid for the extended warranty I would like a timely appointment and a professional service man to make repairs. Sears took my money for the warranty they need to honor the warranty.

I ordered a refrigerator online from Sears on June 14. I was aware of the nationwide appliance shortage at the time of placing the order. In fact, I settled on this model because delivery would be within a few days and the others we wanted were on backorder.

My delivery date has been pushed back several times, most recently to yesterday, July 12. Delivery window was between 9a-11a. I was also told that the driver would call with an ETA. I took both back doors off their hinges and moved the cars to the street to make things easy. My wife stayed home to accept the delivery. At 2pm, I called to see what was happening. The phone was answered by a pleasant young lady with a foreign accent who was obviously working from home, judging by the sound of a rooster crowing nearby. I was put on hold while she called "the warehouse representative" who informed her that my driver would be calling me soon. At 5:30pm, I called again and spoke to another pleasant, foreign-sounding lady (no rooster this time) who once again put me on hold to check with the warehouse representative who told her that the driver was "finishing up for the day" and that I would have to reschedule for July 14. Seeing no alternative, I agreed to the new date. About a half hour later, I received a robocall from Sears telling me that my delivery date has been changed (again). Long story short, I'm now being told (by a third, pleasant, foreign-sounding lady) that I will receive it on July 19. I don't believe her.

My issue isn't with the wait. I was prepared to wait, even weeks if necessary. Refrigerators don't manufacture or ship themselves and I knew about the backlog. My issue is with the lying and the absolute lack of transparency or accountability. I believe that Sears lied about the original anticipated delivery date so that I would place the order with Sears instead of going to a competitor. I also believe that they have continued to lie about the "just a few more days'" delay for the same reason. Yesterday, the Sears website said that my refrigerator had left the warehouse and was "out for delivery" but now it won't be delivered for another week. Why? Did my refrigerator magically disappear? Was it stolen? Damaged? Raptured? Delivered to someone else? My guess is that Sears doesn't even have my refrigerator yet. It was never on the truck yesterday, but it doesn't matter. No driver, dispatcher, manager, or "warehouse representative" has any obligation to tell the truth to the customer. There is a reason, known to somebody at Sears, why my fridge hasn't been delivered. The decision to deceive and continually lead the customer along is made at a higher level, and the people on the ground, who have to deal with the phone calls and angry customers are powerless to do anything about it. They have no incentive to deliver the bad news to the customer so they all hide, protected by their phalanx of Mexican girls with headsets.

Maybe they'll deliver my fridge on the 19th, maybe they won't. If they do, I expect at least one of the delivery guys to look vaguely criminal and / or smell like marijuana. I'll be surprised if there isn't a problem hooking up the icemaker, even though I've gone out of my way to make the hookup simple. If I'm being unfair to the fine folks at Sears, I apologize, but I've had appliances delivered before. The downward trend in the quality of delivery personnel is old enough to drink.

I think I may just cancel my order and keep using my old fridge for now. In a few months, if the backlog is resolved, I'll place an order and give my money to someone other than Sears. This has been a terrible customer service experience and I don't want to reward them for it.

I'm intentionally not including my order info, etc, because I really don't want my issue resolved. They've had multiple chances to do the right thing but have instead chosen to hide and be dishonest. If they resolve my problem and keep me as a customer, I run a decent chance of experiencing all of this again someday. Instead, I wish to stop doing business with Sears. My hope is to air my complaint publicly so that others can avoid this same treatment. It would also be nice if some influential person at Sears sees this and makes some significant changes, but I don't hold out much hope. Gone are the days when employees were conscientious and when competent grownups were running things.

We purchased this refrigerator in May of 2015 and have had service on it 3 times in the past 6 years. When we contacted the company, they indicated there was nothing they could do to help us and that is when we contacted a local repair service. He had to replace some components as well as the main motherboard. First repair on 4/22/2019 evap cover; second on 02/20/20 evap frozen again indicating too full of a drawer; third on 7/14/20 evap issue again and insulation compromised. Still having issues with the drain behind the deli drawer freezing up and then melting and making a very wet mess! We don't even have the drawer in there anymore and it is not because of lack of air flow obviously! The repair person indicated that the insulation is wet inside of the unit and there was nothing that could be done about that. This is garbage and is only 6 years old. We spent a lot of money, a lot of repair money, and lost food due to this issue! We received absolutely no help from Sears and/or Kenmore — no one could help us. I am very angry about this because now we have to spend another $3, 000.00+ for a replacement and it is NOT a Kenmore! I cannot let this go and I will fight to the end to get some sort of resolution!

I was charged two times for the same service. I have been waiting for the refund for past 2 months . Everytime I am shuffled from one department to another where agents don't even comprehend what I'm telling them . Then every time they tell me refund will be issued in few days and it has been two months . Just disgusting . I will cancel my membership and plan .

I have a Master Protection Agreement with Sears that expires 2/10/2024. I have been trying for the last hour to schedule a repair appointment form my freezer. I keep getting an organization "cynch" that keeps switching me to another number they say is the appointment scheduler for Sears Master Protection Agreement. That automated number switches me back to "cynch" and I never speak to a human except when talking to "cynch" who can never do anything but switch me back to the automated Sears Master Protection Agreement number that switches me back to "cynch." On and on for an hour.

I have a Sears "Master Protection Agreement" and documentation of same. When I call Sears for repair (ice-maker in refrigerator), after waiting forever on their phone tree (Covid is the current excuse), I get someone who tells me that they are from "Sears Home Services" and not from "Master Protection" and since my number is from their "Master Protection" section they cannot help me... BUT... "just call this number instead" and then they give me another bogus number that takes me to another phone tree ending up with "Sears Home Services." They do not recognize my phone number(s), or Name, or Purchase Date either. Doing this online is no better.

I live in Hawaii. I can fax my Sears Master Protection Agreement to anyone who needs to see it.

I have an LG washer and dryer which I bought at Sears a few years ago. My warranty was about to end and I received a phone call from Sears with the offer to buy a new protection agreement. First of all, I didn't want to buy it, but the representative said that they offer 12 months interest free if I use my Sears credit card. I agreed, $70 a month is not as bad as $726 in one payment. I received my first bill, paid $100, 1 month later I received the second bill with the interest charge. More than 3 hours later, I'm still on the phone with Sears, I've been transferred 5 times already from one department to another with no help. The only solution I see right now, is to cancel my agreement. After finally speaking to their employees, I was told that they do not offer interest free payments and their representative misinformed me!
I call it a False advertisement in order to sell their services. Be cautious, when you buy something from Sears so that you don't spend hours with them on the phone without any help.

I have been shuffled around, lied to and completely ignored! You have no intention of paying anything that is due us. I'm disgusted with being on the phone listening to the same recording for weeks for hours each time on hold. Noone knows what they are talking about and we've been misled over and over. Disgusting way to treat people! I have claim numbers and cant even get a person to tell me what the status is!