Sears
reviews and complaints

1/20/22
I have a refrigerator that stopped cooling in fridge compartment, Tech came out and had vent not working correctly and we arranged food better and he played with vent and thought it might work. It didn't so rescheduled for new appointment to get part replaced. Original visit was overbooked and was rescheduled after 5 on day of appointment, next was also rescheduled after 5, the third time tech made it. He ordered part, and scheduled for 1/17/22. at 1 on 1/17 was called and rescheduled for 1/18/22, at 1 on 1/18/22 was called to reschedule but was hung up on by rep, went online and rescheduled for 1/20/22. At 1 on 1/20/22 was called and rescheduled for 1/26/22. Was told both techs were out sick but was monitoring their online status that showed 1 stop away for tech from 8 oclock. Around 12 online status was changed to other tech.

Tech has been great, scheduling is a fail.

On December 27th a service repair man showed up to look at my washing machine. After tearing it completely apart, he learned it needed support struts and springs. He put it all back together and said we could do light loads, after consulting with an unknown source over his phone. We rescheduled and he showed up on the 10th of January to do the install.( Btw the parts were shipped to my house, after I paid for them, and I had to call and schedule new appointment). So he shows up and once again tears down the machine and soon discovers he only ordered 1 set of parts, when he needed 2sets. After he reassembled the machine for the second time, he called the mystery person again and reordered more parts and said I would have to reschedule a service appointment when the parts show up(at my house again). So assuming I can still do light loads I proceeded to use my machine (wrong), now the machine has no power at all, so it's worse than when I started. After numerous unanswered phone calls with India or somewhere, I finally reached someone to reschedule my appointment, however the day the service tech was supposed to show, I discovered my was cancelled and nothing even shows in their system(unbelievable), and and let's not forget the days I've taken off work.so I'm left with having to call a contractor on my own and may have to gain reembursment from Sears for, damages, time loss, aggrevation and additional money spent!

I am VERY unhappy with Sears Home Warranty - Cinch. I've had an agreement with them for quite a while. When our refrigerator had an issue we filed a claim. It took SO LONG for their multiple 3rd party techs to get it fixed, we had to purchase a new one at our expense, WE HAD NO CHOICE! Ultimately they attempted to fix it, only for it to stop working again 3 mos later. When I filed the 2nd claim, asking for it's replacement they denied my claim SOLELY because the unit had been moved to the garage. Again, I HAD NO CHOICE but to move it to the garage because I had to fund a new one on my one or go without a refrigerator! They are a very dishonest and unprofessional company. Don't choose them and if you have them, CANCEL NOW!

Initial appointment Dec 9 th. Parts ordered Next appointment Jan 6 th. "O" rings were on back order. You can pick up "o" rings anywhere. I offered to do it. Then I mentioned the one part came with "o" ring on it and the customer service rep indicated that was what was needed but they had already not come for Jan 6th appointment. So then I was told next appointment was Jan 31. So if this date stands, I'll have waited almost 2 months for this repair. I called and asked for a sooner date and was told 31st was it. Then I asked for a complete refund on the Master Agreement was told that it would be prorated and the visit would be deducted and that they could not give a refund figure until I cancelled my appointment and returned all parts sent to me. Needless to say I am frustrated and incredibly disappointed with this. What can be done to assist?

The dates of this refrigerator not working properly are numerous.
Last night I put a bottle of water to prove there has always been a problem with regulation of temperature. It partially froze and this morning everything in the freezer was thawing. The bottle should have been completely frozen and nothing should have been thawing. From the beginning this refrigerator has been a junker.
If you cannot fix it, recall it because I am tired of having this happen.
An ice chest would be a better option.
FYI I don't appreciate waking up to this problem randomly, the doors are shut and no one is getting up and opening the unit yet I wake up to another thawed freezer compartment and a warm upper unit.
Totally unacceptable. If you send out an outside vendor to look at this unit you are causing more ill-will. I will yelp, review and go to the Sears store I bought it at, hang out in the appliance department and tell customers that your products are nothing but scrap.

Bought 12/2017. Compressor went out Dec. 17, 2021. Sears couldn't come til following week. Called another appliance repair. $110 and they got there the same day I called--a Saturday, week before Christmas. Told this was an issue and a lawsuit was filed but Sears wasn't covering labors costs, but LG was (the compressor is made by LG). Sears came out a few days later--$109 service fee. Compressor. Covered under warranty but not labor. It cost me $792 to have the compressor but back in. Then include the other service fee, $110, and spoiled food. The company knew about the defect. If this one goes out in a year or two, I'm back to square one--having to pay for another compressor to be installed. This refrigerator was $1357 and only 4 years old. Have had the ice maker repaired too a few years ago. A settlement suit was closed in Dec 2020. The Sears outlet where I bought it is no longer in business.

Sears Home services technician Emanuel M. dispatched to my home on Dec 21-21 to make repairs on my Sears Kenmore refrigerator (pn: 795.51833.412) (serial # Serial Number: 811MRWV06473). The technician indicated he could not find the data plate and left without completing any troubleshooting or repair. The model number is also on the back of the refrigerator and the serial number is already recorded in the Sears Home Services system (I had a repair in 2020). Please review the attached documents and explain why my refrigerator could not be repaired by your technician. He should be terminated for his laziness in researching available data and the bad attitude he displayed in my home.

After 3 weeks of waiting loosing all my food I'm still no where close to getting my fridge/freezer fixed by
The Warranty that I pay for monthly. After talking and calling on the phone I'm beginning to see the game that's being played by your warranty company.
We have been a faithful buyer of sears products for years but now I see how you treat your customer base. We maybe seeking an attorney for pain and suffering this has caused us. We have been living a
Out of a cooler since Nov 30 2021 when we discovered our fridge was not cooling. I refuse to pay for you to fix my fridg as per contracted agreement. A tech was here but said they coded our appt as a pay and not warranty as we requested. He called his boss his boss told him he had to leave and go to his next customer. So now I keep getting emails to see up an appointment by paying for the service 1100.00 per the visit. Cinch is not a good wholesome word they are hard to get along with and I'm done calling and trying to set up appointments just to get another run around.. An Atty at this time is our next option.. Randy Deem family

Sears has outsourced all the phone answering and service scheduling for their Repair/Warrantee program. It is a horrendous runaround and time consuming experience to get an appointment for repair as the answering and repair service is outsourced to both large corporate and local repair companies which from my experience are understaffed and not sufficiently trained.
Our refrigerator began making strange new noises so knowing repair times are delayed due to current supply problems we called Sears Repair service and made an appointment. After waiting over two weeks for a service person to arrive, we basically got a salesman who briefly messed with the refrigerator, then told us we needed a new fan that prevented "ice ups" and he would need to order the part. He then sold us a "warrantee program that he said covered all appliance repair for all appliances in our house with NO additional costs. He made it sound simple and good, and that we would get the warrantee contract separately. So we opted.
However, He did not disclose:
A $75 dollar fee for setting up each future repair appointment;
That there is a 90 day wait before your warrantee begins (although the monthly fee was immediately charged and each month premium is taken out at the first of the month);
That you would be run around on the phone by outsourced, offshore companies staffed with people who dont speak clear english and talk to fast and have no authorization to resolve anything;
That there is a $150 cancellation fee on the warrantee program;
It has been over a month and no Warrantee contract information or terms recieved.

After the first serviceman got through messing with the refrigerator the icemaker quit working. We had to After another two weeks a different "service technician" came to install the fan and fix the problem. He installed the fan and said the icemaker was fixed. It was not fixed, after three days we have about 10 icecubes. So...we started calling the Service and Warrantee programs. That is when we began learning of the all the undisclosed information about the Warrantee.
We counted our losses and changed the associated credit card number through our bank. The Credit card company is going to open a dispute with "Sears Service" for the charges.
Save yourself alot of grief and stress...DO NOT BUY the so called Sears Repair service or Warrantee program.

To Sears Complaint and Department

My name is C. and this letter is to report an illegal action committed by a Sears's employee which includes also forgery of my signature.
I am insured with Select Home Warranty and I have contacted them to fix my dishwasher machine.
After waiting several days, the insurance sent me a technician Alfredo who diagnosed a problem with some part of the appliance.
He ordered some parts and he told me he was going to come back and replace them when he will be available and when the pieces will arrive. I waited another 2/3 weeks. The same technician came and replace the parts and I followed his instructions and wash the dishes the same day after he left.
The result of the cleaning was horrible. All the dishes came poorly washed and only in one side. Of course, I made a video the following day and sent to the technician.
The same person came back and said that maybe we need to change other parts. I waited for the parts and for the technician availability and, the same person came and change the pieces. He added that after this there was nothing I could further r do. I was hopeful and I tried the dishwasher the night but again the result of the washing was horrible.
I called again the insurance after making another video.
The insurance called me back, they apologize for the situation (now was almost 2 months I did not have a dishwasher) and the said they will send another technician.

I received an email confirming the time between 9:18 and 11:48. I told my insurance I could not miss another 5 hours of my job for this * (in fact I have missed already for waiting for Sears 13 hours of my job). I briefly talked on the phone with this "Jose" explaining to him that this was the 4th time I have to cancel hours of work to be home and wait for the Sears service. I have a job like you guys!
This Jose was kind of rude but he confirmed he was going to be at my residence not later than 11:48.
I say thank and I waited and waited. After one hour of delay nothing not even a text message or email.
Then an email came after 1:45 said that now the time of waiting was until 2:00 p.m. I waited and waited, then at 2:10 after waiting for almost 55 hours and missing work again for 5 hours I called the insurance.
And now "the best part arrives"!
The insurance told the technician did not come because there was nothing he could do and that the problem was I did not know how to use a dishwasher and that also there was not water pressure. Beside the offensive statement (especially I am a mom of 3 kids and I know exactly how to use a dish washer), a few days ago my next-door neighbor who is a contractor, check the pressure and he said it is absolutely fine. Even the plumber you came to clean a clog in the sink he confirmed that the pressure was ok.
The disturbing aspects are that this "Jose" not only did not had the decency and courtesy of informing me that he was not coming but made his diagnosis without even coming to my house. Unbelievable!
Of course, I talked extensively with the insurance explaining what really happened and informing them I had witness and also the alarm system who can detect every move inside and outside the house, identifying all the people are entering or exiting from the house.
But the most serious part which is illegal and includes forgery, it is that later in the day after my report to the Home Select insurance, I received an email saying I have signed a document confirm this Jose was at my house for his service. Hours waiting for the service for a dishwasher that after more than 2 and half months is still not useable.
This is not only a big lie but it is a forgery of my signature! This is illegal!
I was offended to be called incapacitate to use a dish washer. I have spent countless waiting for technician who were supposed to be at a specific time and arrived late or never showed up. I lost hours and hours od work: I do private lessons as well because I am a single mom of 3 kids and I need an extra job.
But the most disturbing and serious aspect is that the technician lied to me and he made a forgery of my signature. Of course, I took a screen shoot of the email sent to me where it was stated that on December 14 I have signed a document. This is again forgery of my signature!
Of course, whatever I declare in this letter is confirmed by witness, the video of my alarm system who can prove that on December 14 no technician from sears arrived, recoded conversation etc.…
This is a very serious matter because it showed that potentially because this forged signature and all the lies, I could be for any reason could be responsible for something I did not do or I am not aware to.
I am a good and honest person and I cannot accept any kid of illegal and unfair action toward me, my family and in general to people.
If you do not do nothing I am going to report sears to the authority because this is absolutely illegal.

I ordered a Sears Kenmore Freezer around the first of November that was on sale. I ordered the day the sale was posted. I was guaranteed that the item was in stock and available and that there would be no delays. However; their earliest date to schedule was 11/23/2021. (I asked whether it was in stock due to the so called difficulty getting things shipped currently. You know; the things sitting on the docks that somehow the salvage people can get transportation to pick up and dispose of and sell.) I asked for December 2, or 6th. They said okay, no problem. Well, I get a confirmation in my email along with a vm saying it has been delayed, call and reschedule. That was then for the 16th of december. Guess what. They called to reschedule on January 4th.

The freezer was $1200 dollars, and no product is available in the US. When you call the number, that is outsources outside of the USA, also. I now believe they are fraudulant in their claims. They do not have the products they are listing on sale. They owe me interest on the money they have taken into their account. Sears is no longer an American company you can believe in.

I have been a Sears Product Extended Warranty customer since 2002. Recently
my microwave quit(12-2000).Sears came out and stated it was not working and they would replace it. It took until September 2021 to get it. It was installed by Sears and was a damaged unit The tech told me it was my responsibility to contact Sears Product Replacement which I did. They stated that it was Deliveries problem. Deliveries states that it is a Product Extended Warranty problem .Each phone call to Sears takes 1-4 hours plus. Today I was told by Sears to call GE.GE states that it is a Sears problem. Sears service tech Anthony from A&B Appliance submitted photos and stated his manager stated it would be taken care of. I tried to get some resolution today but Sears representative told me no go. Today is 11-29-2021.
Here is how I see it.
A Sears purchase with an extended warranty.
Product failure.
New Sears product installed by Sears--defective.
Sears needs to replace this microwave

Sears came in May of 2021 to clean the carpets in my whole apartment. Brown stains were left in multiple areas once the carpet dried.
Leo, who is great, has been here now 5 times in the last 6 months to try to rectify my stained carpets. They have used brown out, yellow out, rust remover, etc., and still my carpets are stained.
This is unacceptable, frustrating, and my carpets are ruined.
I need to speak to a human about this situation.
Thank you.
Carol Stricker
[protected]
[protected]@yahoo.com
11-24-21
Will need to send photos separately. Dave, from Brooklyn has all of them to date.

On or about Nov. 1 2021 a contractor of Sears arrived to replace the belt on my dryer. On the phone when initially contacted Sears I was advised there would be a $109.00 service call plus parts and labor. When I was younger had done this myself a couple of times and new the ease and simplicity of the repair. The technician was here for 40 minutes. I was astounded when presented with a bill for $293. I asked and he said it was the cost of labor and parts. The part was $8.95. The labor was about $171.00 for 40 minutes. That extends to an hourly rate of about $256. I think this is exorbitant and would like a return of $100.00. I am 76 and disabled and feel taken advantage of.
I called wanting a detailed invoice but none arrived see below.
Thank you for your help.

Wilson Reeves (11/2/2021, 11:14:06 AM): Thank you for choosing Sears Home Services. My name is Wilson Reeves.
james (11/2/2021, 11:15:03 AM): Last thursday your aes contractor repaired my dry. I want an itemized bill please.
Wilson Reeves (11/2/2021, 11:15:21 AM): Let me quickly locate your file and help you further.
james (11/2/2021, 11:15:27 AM): ty
Wilson Reeves (11/2/2021, 11:15:34 AM): May I have your full name, phone number, email and your complete service address, please?
james (11/2/2021, 11:16:21 AM): james johnson [protected] [protected]@comcast.net 482 brookside dr eugene or 97405
Wilson Reeves (11/2/2021, 11:16:42 AM): Thank you for the details.
Wilson Reeves (11/2/2021, 11:19:56 AM): James, I will go ahead and request for billing receipt.
james (11/2/2021, 11:21:12 AM): iyemized please
Wilson Reeves (11/2/2021, 11:22:13 AM): Sure, you will receive all details via email.
james (11/2/2021, 11:22:22 AM): tyvm
Wilson Reeves (11/2/2021, 11:22:35 AM): I see that you have paid $285.00 + $8.97.
Wilson Reeves (11/2/2021, 11:23:23 AM): One last question. Are you the Homeowner?
james (11/2/2021, 11:23:39 AM): is 8.97 the belt and yes
Wilson Reeves (11/2/2021, 11:24:00 AM): Yes, $8.97 is for the part.
james (11/2/2021, 11:24:12 AM): ty
Wilson Reeves (11/2/2021, 11:24:15 AM): As an added bonus since you have contacted us, I have arranged for you to receive a free in-home estimate on either:

-> Kitchen remodeling,
-> Flooring,
-> Roofing,
-> Cabinet refacing,
-> Windows Replacement,
-> Countertops Replacement,
-> Bathroom remodeling,
-> Vinyl Siding,
-> Front entry doors
-> Heating and cooling systems/ installation
Wilson Reeves (11/2/2021, 11:25:09 AM): James, there are no obligations to buy, this is a free in-home estimate done at your convenience. Which of these interests you the most?
james (11/2/2021, 11:25:17 AM): none
Wilson Reeves (11/2/2021, 11:25:31 AM): Not a problem! We would appreciate if you would keep Sears in mind when you do have a need for home improvement services.
Wilson Reeves (11/2/2021, 11:25:36 AM): Thank you for your time and patience.
james (11/2/2021, 11:25:41 AM): ty
Wilson Reeves (11/2/2021, 11:26:04 AM): Thank you for Trusting Sears Home Services. Take care and be safe from the COVID-19.

You are soooo hard to get a hold of!. I am trying to file for food loss because I have lost huge amount of food. My freeze was fixed but food was thrown away. I tried calling, I wait, then I get disconnected! Start all over. I gave up on waiting.
I was told that the quickest way file for lost food was through www...
There are so many sights to click. I have taken pictures of my lost food, and I have a home warrenty. My name is Anna Iwankiw, phone # is [protected].
Please send me a form so that I can be reimbursed for all that food.
You are a difficult co. To get in touch, because you outsource to other countries. I do have pictures but I am a senior citizen and I do not know how to upload or download. If you send me a phone number, I can text you the photos I have. I can do that.

The freezer quit working and I lost all the food inside. November 6, 2021
HomeMPA MDS plan 70 [protected].

Richard Fischer
104 Branch Street
Pittsburgh, Pa. [protected]
Phone: [protected]
Cell: [protected]

Delivered 04/06/2018
Pain $779.99 for the freezer plus $69.99 delivery charge
Warranty expires 04/06/2023
My food loss was $830.65
I need somebody to get in touch with me to file this claim and tell me how to file the claim.

We were happy to get an appointment with Sears for Tuesday, November 2, 2021. While we were waiting at home, my husband got a phone call from the repairman saying that he didn't have parts and he was a refrigerator repair person not a dishwasher person, so he said that wasn't coming. When we initially made the appointment, my husband told the operator that we needed wheels for our bottom tray, that the door to the dishwasher was hard to close, and that we needed general maintenance. We tried to make another appointment using two phone numbers and all we got was go to the internet.
When I had a chat on the phone with a person on your website, I asked whether they could make an appointment. I was told no and she gave me the number [protected]. When we called that number, we were disconnected and told to go to the internet.
We paid $410.76 for our warranty, which is good until 9/19/2025. What good is a warranty if we can't get through to make an appointment?
We are seniors and can't deal with this run-around by Sears.
Our contract no. is [protected] The name on the contract is my husband: Raymond Shaffer.
The address where the repair is to be done is 340 W. 28th St., Apt. 21F, NYC 10001.
Please give us two or three available dates and we will choose one to have a repair person for dishwashers come to our house. Please send a dishwasher repair person, not someone who doesn't make those repairs or maintain dishwashers.
Thank you.
Let's see if Sears really cares.
email me at [protected]@hotmail.com

Hi,
I bought a Sears Electric range on July 8th 2017. I called repair twice
because it was not heating up to temperature. Both times they told me
this was normal. Yea Right! So over time I just have had to bake my
things longer and check them quite often which I never had to do with my
other range that I had for over 20 years! Now the results are showing as
to why it does not heat. Attached will be two pictures, one of the door
and how the heat as been escaping and the other of the bottom where the
paint is coming off!

I bought a Kenmore Refrigerator and a washer and dryer. I replaced the
washed and dryer after 25 years. The refrigerator is still running after
31 years. I will be lucky to get 5 years out of the lemon of a range.
You can bet I will not be buying another range or other appliance from
you!

Kathy Wilson
2262 10th Ave
Chetek, WI 54728

P.S. Do not send another repair man as they will just tell me this is
normal!

Good Day, I purchased a refrigerator from Sears Hometown in Dunn, NC.
It has a large ice bin, but it only makes 40 cubes a day, 2 technicians were sent to my home by Sears. Both advised my Refrigerator had problems in the manufacturing process, not enough insulation in the freezer area. I keep getting messages that the issue would be resolved in 72 hours, I guess that means 9 days. I have gotten one every 2 weeks saying the same thing. From the technicians I know that it is not a complete working Freezer. Talking to a Customer service person I was advised that the problem is that the District Manager who is responsible for issuing the new order refuses to do so. I find that behavior reprehensible. I woul like Either of 2 option 1 anew fully functioning French Door Refrigerator or a complete refund of the price of the Refrigerator. I have waited patiently, but the news that the district will not place the order is reprehensible.
Please advise at your earliest convenience.
John C. Doyle
206 Ariel Street
Lillington, North Carolina 27546
[protected]