Sears
Reviews and Complaints

Purchased Washer from Home Depot on 01/14/22, has had regular usage amounts and loads for 2 people since delivery date. The machine began having a leakage issue under the machine's right front area in October of 2022, warranty service was contacted and tech sent out to repair a week later. Stated he had fixed the issue, next morning the leaking was present again, called for follow up. Next visit was about 12 days later, 2 techs attempted to fix or diagnose issue, ordered new parts (tub seal and new base cover) parts came to our home 2+ weeks later. We had to call to schedule yet another service visit to attempt a repair for the third time in 6 weeks for same issue. Service call occurred approximately 2 weeks later we had do dispose of old washer parts ourselves. First load next morning... Yea still has the same leakage issue same place! Called got another service visit scheduled for 01/16/23 some time between 08:00 and 17:00. They have no ideal what to do next got to do yet another "diagnostic" visit! This thing is a lemon!

I feel like I was discriminated against by the repairman because I am a white elderly woman and he refused to work on my dishwasher because the model number and serial number were not in the front door of my dishwasher…

I personally after he left, pulled the dishwasher out just enough that I found the numbers he needed… he was too arrogant, and lazy to look for the numbers… I have had this dishwasher under master agreement plan since purchase in 2015 and have had two service appointments on it since that date and never had any problems because the serial number and model number was not in the door..,

Sears now has cancelled two appointments for this repair back to back…

If I had been black woman, I feel he would have been more willing to help me… this is unfair for woman to be abused by repairmen..,

He was argumentative and very uncooperative!

I currently have $102.18 in Shop Your Way Points, but I've tried for months to redeem them and Sears.com has not allowed me to, now most will expire on 12/31/2022. I've had my Sears Shop Your Way credit card for several years, but they had my points attached to the wrong email address. Finally, a couple of months ago, SYW Points finally got my points attached to the correct email address. YEAH! But, there is NO WAY that sears.com will correct my email address on their site, to what my credit card has or what SYW Points has. In the last 3 days, I've spent morning till evening trying to get it straightened out. The final person said, "Go ahead and pay for your purchase with your credit card and use your points on your next purchase." ARE THEY KIDDING ME? Why would I ever buy anything from Sears ever again, when they won't except my Shop Your Way Points and they just want my money. They want my points to expire, like they have my other points, so I can't use any of them. But, go ahead and spend more of your money on us. No Way!

Three nights ago (I have kept a copy of the CHATS), I was on the Shop Your Way site, speaking to CHAT. CHAT is the only way you can communicate with anyone on sears.com or SYW Points. sites After explaining everything, they WANTED to CHARGE ME FOR ANSWERS. I am not about to give any customer service my credit card number, to answer my questions. They have a SCAM going. You cannot use your points, but they want your credit card number. They said it would be "refundable" Then why would they want your credit card number? I was so disturbed by it, after I reported it to the sears.com CHAT, I removed all my credit card information from the sears.com site to be safe. I'm not sure what's going on, but what kind of people are they hiring?

I have had a Sears Master Protection Service contract [protected] for many years. But the recent service I received for the repair of my dishwasher was horrendous. The dishwasher stopped working around the end of September. Calling your service number, the earliest appointment available was October 19th... And that was later rescheduled to November 9th.

The very capable technician showed up on November 9th and determined we needed a new Control Panel # W10811155. He ordered the part and scheduled a return visit for November 30th. I expected the new panel to arrive before November 30th and started to check the delivery date via the UPS tracking.

After a week or so, I realized the part had not been shipped. I contacted your phone operators and requested that the part be re-ordered and got no help... they just read out what the UPS tracking said which was “label has been created, delivery date to be provided”. To this date, the tracking continues to repeat that same statement and the part has not been delivered.,

Realizing that the part was not on its way I contacted an alternate source, “PartsSelect”, by phone, gave them the part number and they processed an order for which I paid $115.56. The part arrived in less than a week and the technician installed the panel on November 30th using the PartsSelect panel.

Per my Master Protection Contract, for which I paid $873.20, this repair should NOT have cost me anything. I am therefore requesting a reimbursement of $115.56 to cover the cost of the installed panel.

I would appreciate your prompt attention to this matter. This letter plus documentation was mailed to Sears Service Contracts PO Box 521728, Longwood, FL on 12/11/2022. Have gotten no response

On December 21, 2022, we wrote the below letter to Sears/Cinch Home Services after going back and forth with them.

Service Job # SCCQC32DA24C-4

Greetings,

Please read this communication in its entity and with comprehension. It may lead to Action in a court of competent jurisdiction.

We have been without hot water for almost two weeks now during this extremely cold winter weather. We reported to SEARS, our home warranty provider on Sunder, December 11 that our home water heater system is not functioning and that we needed attention to it. We were advised by our provider that they would send a technician in the next 48 hours. We waited patiently but no one showed up or called. We followed up after the window of time given had expired but was told that they could not find any technician in the area and that we should find a technician and they will reimburse us (Email attached). (Reimbursement is OUT of the question for us, because we purchased home insurance for emergency situation as this, so we would not have to pay very expensive cost to repair and replace appliances in our home). We paid our deductible and followed protocol.

Based on their suggestion, we contacted Action Plumbing, Heating, Air Conditioning, & Electric, Inc. to diagnose the problem. Action Company sent a technician to diagnose this problem. After the diagnosis, the company concluded that the unit, which is over 21 years old should be preplaced. We immediately forwarded the diagnosis report and the accompanied invoice to Cinch Home Services, SEARS Affiliate agency (document attached). Cinch Home Services, after receiving the document and Invoice from Action Company are requesting additional information before they can honor the invoice and service breakdown from the Action Company (See document attached). Action Plumbing, Heating, Air Conditioning, & Electric, Inc has, again, provided another invoice and breakdown based on Cinch Home Services specifications (see document attached).

Again, I wish to advise that this communication be thoroughly read with comprehension because this problem has a propensity to advance to adjudication should our water heater not be replaced immediately. It has been almost two weeks in this cold weather that we are without hot water. We have to boil hot water in order to take bath. It is very dangerous transporting hot water from the kitchen to a bathroom upstairs or downstairs. If anything should accidentally happen and we get burn from the hot water, Cinch Home Services and their parent company SEARS will be held liable. Let us make that abundantly clear.

Over the years, we have encountered problems with SEARS and their refusal to replace defective appliances in our home. For example, our dish washer has been giving problems over the years. Every time a SEARS technician comes to repair it, a month or two later, the same problem resurfaced (Check the records). Currently, our dish washer is not working, and we wash our dishes with hands. Over the past months, we have bought disposable utensils giving us a break from washing dishes, but at the same time increasing our household budget. These are some of the problems that we have faced with SEARS over the years.

We have been diligent in paying our insurance coverage and technician visit costs (deductibles) without any issues. However, when it comes time to service our appliances, there is unwillingness by SEARS to handle their side of the agreement. This, we will not tolerate any longer. We advise that our appliances, especially our hot water heater be replaced immediately without further delay. In addition, we need reimbursement of the excess fees or deductible that was paid to the Action technician for his visit (see work order attached).

We further advised them that a copy of this communication will be sent to our lawyer, the BBB (Better Business Bureau) of Wisconsin, and Call For Action (Channel 3000 – a TV Station in Wisconsin). We have had our share of exploitations from SEARS and its affiliate agencies.

Thank you, and please attached urgency to this complain because we have been without hot water since this problem started.

The problem started on11/22/22 S.O. [protected]?
This is my 3rd complain for this problem?
A part was missing when the part arrived it would be fix. We've been waiting for more than 4 weeks? 12 21 22 your CRF
Re: to Contract: [protected]; exp: 2/16/24 incl. M, W.
The service man told us the existing part was not fixable, he took it?
Appears that you are trying not help! get the tele. records

I purchased a Kenmore refrigerator in 2020 from a Sears store after 6 mths I began to had problems with refrigerator the fan and ice maker needed to be replaced. Two months go by a refrigerator began making a humming noise. I was told that was fan needing replacement again. I was totally disgusted a this point. I began calling every number I found for Sesrs. I called a department didn't know which but after told the representatives what was going on. She stated I would receive a replacement this was 1 year after purchasing the refrigerator this was 11/2021. After having the new refrigerator three months three parts were ordered to repair the refrigerator which was at the end of February. I continued to have problems with the refrigerator and now in December of 2022. I have to have the third fan replaced. Its Christmas time and I am without a refrigerator and completely frustrated. The money spent on having a technician come out and the cost of parts. I could have a new refrigerator not by BB Kenmore which is a piece of junk.

We purchased this refrigerator in August 2020, it was manufactured in 2019. It stopped working so we called Sears parts and after talking to the phone attendant it was decided it was the compressor fan motor. So we ordered it from them - order #C779731 on 12/11/22. At that time we were NOT told that the part was DISCONTINUED! We called Searpartsdirect again to find out where the part was and were then told it was discontinued. So we told them to please refund the $52.98 that we were charged as soon as we made the order. They said it could take 10 days for a refund (which we still have not received). So now we have a refrigerator with an irreplaceable part that is barely over 2 years old. A repair person either with Sears or local appliance repair wants between $120.00 - $200.00 just to come out and diagnose what we already have confirmed to be the problem having removed the fan unit and using a voltage meter. Then we expect they will say the part is unavailable and we will be out money we do not have in the first place. We purchased a refrigerator from Sears 32 years ago and it is still working for our son. The last one we bought from Sears lasted 7 years, so we replaced it with this one just over two years ago!

On Thursday, December 8, 2022, a scheduled repair was done satisfactory on my refrigerator. I was told that I would get an e-mail acknowledging the repair and the amount of the repair momentarily by the repairman. As of this date I have noy received an invoice/statement for this repair. I had to give bank information before the repair was done and the amount that charged for the repair (s) has been taken from my account.

I have tried unsuccessful to contact the Sears repair [protected]) to talked with someone to see what repair was done and the amount that was charged. I like to keep a record of repairs done on any appliance that I have.

I tried to verify my e-mail address to see if perhaps it had been sent to a wrong address, but since I can't seem to talk with someone it has been most stressful in addressing my concerns. The sad part about this is the repairs were completed satisfactory, but I can not get records for my own satisfaction.

I purchased a Kenmore, side by side refridgerator on 12/5/22 (Sat.) and it was delivered on 12/8/22 (Thurs.). The fridge worked Thurs.-Monday. On Monday (12/12/22) a technician came to put on a water line which was not connected on day of delivery due to the one Sears put on was cracked on connection of line. On 12/15/22 (Thurs.) we only had the fridge for one week and the freezer part is not working, ice maker is not working and makes a continuous noise at the bottom of freezer where filter goes and has a slow continuous leak from water dispenser. I went back to store where fridge was purchased and spoke with salesman who sold me the fridge and turn he passed me over to manager (Joe), I let him know about the issues that was happening. I asked for a refund or apply the amount of purchase toward another fridge, due to so many problems with it and I only had it for one week, I do not want this fridge (if starting out with problems more will occur) Joe tells me that he will send another technician out, and that he will not refund my money until tech tell him it can't be repaired. I let him know that food was going bad because freezer was not working and he says for me to get a cooler and place food in that. I feel that was not neccessary. At that point I was highly upset. All I want is my money back to purchase another fridge. The service that I am getting is subpar from Sears. On (Monday) 12/12/22 when tech came to install water line for fridge he arrived at 5pm and remained in vehicle until 5;30 then came into garage and stayed on phone until I went outside and asked him if he was going to put waterline on or what, then he proceeded inside and still remained on phone while he was working, this may have been part of the problem, because he was talking and not completely paying attention to what he was doing. I do not want this fridge it is trouble, I want a refund! If this is the service that I am to receive I prefer to do business elsewhere.

- Buyer Beware. Do not waste money on a service contract!

- Sears FAILED to service our contract. Sears FAILED to do the work in a timely fashion. I have been without my dishwasher for several months!

- They ordered parts that came regular mail from China

- When the dishwasher parts arrived there were no clamps to install the new drain pump. Had to order clamps and another week wasted. The clamps were not here at the time of the new appointment to install the pump. I had to wait a week for another appointment to install them. Had a new appointment for today. Do not know why but this appointment was cancelled by Sears. NO ONE CAN TELL ME WHY!. Customer Service is a joke. They do not listen and did nothing to solve my problem. Even tried to blame this mess on me.. I now have an appointment for Saturday so I will have to wait and see if the technician comes.

- Sears Home Warranty lied to me, I was scammed. The service is still not done and no way has anything been done in a timely matter.

- I blame Sears for allowing them to deceive customers while using their name

- Buyer Beware.
- Sears FAILED to service our contract
- Sears FAILED to do the work in a timely fashion
- We were without appliances for several months!
- They ordered parts that came regular mail from China
- We did our laundry in the bathtub
- We washed dishes by hand
- It was a good month before the dishwasher parts arrived
- We waited weeks for another appointment to install them
- We complained and the guy said the owner slowed everything down intentionally. Maybe to increase revenue by servicing fewer calls.
- When they were done, the problems on the washer and dryer were not fixed
- Our dryer almost caught fire when the rubber on the belt burned up
- After months, only our dishwasher was fixed
After all that, I had to replace our machines
- I finally financed a new washer/dryer through Lowes on Black Friday
- Better price w/ contract that is partially reimbursed if not used
Sears Home Warranty lied to us, we were scammed on during purchase
- They charged us $58/mo, we thought it was for a monthly installment for $178 upgrade
- Im still not sure, but I think they put in a contract, paying almost $700/year
- We never would have agreed.
- We could buy new appliances every year at that price
They made it impossible to cancel
- He tried for ten minutes to get me to "upgrade"
- He read from a script, repeating better deals to stay with them
- Ten minutes into the call, after I became upset (but still calm), so my daughter took the phone
- She firmly told them "NO", so they put us on hold for half an hour (28 minutes)
- When he finally picked up, he tried again to coerce us into upgrading
- He THREATENED that we would be charged $125 EARLY CANCELLATION FEE
We were SCAMMED
- Im very upset
- These deadbeats took advantage of me
- They are scammers and Sears is not doing anything to enforce standards
- I blame Sears for allowing them to deceive customers while using their name

Title: How to annoy a customer by blowing off a scheduled repair.

Subtitle: Customer has been available from 8am to 5pm.

Moral of the Story: Sears assumes their customers have nothing better to do than block out an entire day - only to find out the appointment has been "rescheduled" when it was set and confirmed *twice*.

Dates: a few months ago - and, today, 12 December 2022

Note: I did not use the online system. All the following was voice or text.

This is the 2nd time this *exact situation* has happened, in this exact order.

(Postmortem: this is either a human resources problem, or the automated scheduling software has not been properly QA'ed. One person needs to role play a customer, and another one, a tech --- and run the whole process through. You will discover that the voice system is not only hard to use, but almost obnoxious in its ill-logic, in the choices it gives that do not fit an ordinary circumstance.)

Steps to recreate the problem:

1. I called for Master Protection plan service on an expensive GE washer.

2. Spoke to a person, gave details, etc. - Technician is scheduled.

3. I received an SMS Text message confirming appointment date.

4. On the appointed date, the tech calls ahead as expected.

5. Tech arrives, scopes out the problem, and determines appliance needs a part.

6. He orders the part on the spot.

7. He says it should arrive in less than a week.

8. While here, *he schedules the next appointment* to put in the part.

9. I immediately receive an SMS confirmation, but the text says "Your Sears service has been rescheduled for 12/12 8:00AM-5:00PM". (Note the word "rescheduled" - well ok, that's just the way it says 'new schedule' - but ...)

10. ... time passes ... part arrives.

11. I receive an automated call that I must call the "for home" number to confirm the part has arrived. (huh - so you don't track your own orders?)

12. I call, but there isn't a proper option to confirm both that the part arrived, and that the previously scheduled appointment (by the tech) should be kept. (System makes it sound like the appointment will change, and that you have no choice but to proceed, no way to avoid possibly rescheduling when you don't want to, when the previously confirmed appointment is correct - disconcerting.)

13. The system then confirms that appointment date is correct. (whew!)

14 ... time passes ... apt date arrives, but no tech calls ... midday, I text him (I kept his number).

15. He texts back and says he's not scheduled to be here today.

16. Minutes later, the "for home" system calls me and says I have to call to confirm the part has arrived (what?).

17. I call - there is no confirmation (of date already confirmed). Then it forces me to reschedule to a different day.

18. My hair catches fire.

19. Meanwhile, the same tech texts me, saying, "maybe they scheduled a different tech to come out today." Well, peachy, I was just forced to reschedule, so if there was a tech scheduled, he was just told that *I* rescheduled.

20. Realizing this, my hair burns to a nice crisp.

I blocked out the entire day. I got up early (which is not good for my health).

NOTE: The above pattern happened once before, in *exactly* the same order, precisely the same way.

I paid for a Master Plan --- anyone would expect routine service at least, not this kind of goofy run around. (And FYI, I am out $500 - $1000 from lost work hours when I have to wait around like this.)

The ironic part of all this is that I could repair the washer myself, but don't because I don't want to potentially void a warrantee or cause issues with the MPA.

_____________________________________________________

Desired outcome (because it won't fit in a mere 240 characters):

_____________________________________________________

A. Fire your service department director - I'm serious - this is inexcusable.

B. Hire more quality assurance people - more in call center support and more in software development. (If this "scheduling program" is not developed in house, but purchased from a vendor, I suggest you seriously review and reconsider it, if it does not allow the flexibility to correct this.)

C. Fix the procedure so that it flows correctly.

D. Narrow the window from 8-5 down to 8-12 and 12-5. This is entirely possible with today's communication tools, regardless of how busy the technicians are, or how many unexpected problems and delays there are. (We do have this new thing called a "cell phone.")

E. Review and proof your local service providers - their quality varies widely. (For another appliance repair through another company (Lowes) I had a technician tell me that "there isn't a problem," when there obviously was. That same service provider is one Sears contracts as well.)

F. This really should go without saying: Make sure to train employees to respect the customer, to put them first so they are not subservient to the "convenience" of how you want your routines to run. The latter is the impression your current system leaves. Several of your phone service people were just rude, like they were annoyed to have to speak with me - even though I was nice to them. Maybe you need to bite the bullet and pay them more?

Scheduled a HVAC service for 121222 . Texted to say a tech would be out to my home on Monday 121222 between 08:00am - 5:00pm. My wife took the day off. Received a text 20 minutes ago to say your service appointment has been rescheduled for 121422 8:00am - 5:00 pm . No Call just a text. This same situation happened a year ago when the top half of my house Hvac went out. We were without AC for a week expecting my parents on vacation. Poor service, I should have left the last incident.

In May 2022 I ordered a water filter. The water filter I ordered was 469915. On May 28 my sears account was billed $43:10. I called in July because I had not received my water filter. I was told it was on back order and that I would receive an email when it was ready to be shipped. I received the water filter on December 7. There was another charge on my account on November 28 for $53.89 for the same water filter. I was billed twice for the same water filter. If you would address this matter it would be greatly appreciated. My email address is [protected]@aol.com! Sincerely, Mary Tisler

Refrigerator quit on September 9, 2022. Have had Sears Home Warranty for years. Called them up Monday the 12th. Paid the $75 fee up front. Was given an LG date of Oct. 16th. Sears was not able to come out till Oct. 30th. So I went with LG. Nobody showed up so I called several times. The issue was that they could not find a tech in my area and did not bother to call me. Gave them even more time to find a tech to no avail. They offered me money for replacement that wasn't even half of what I paid for it. Again I called and was told there are no techs in the area. I then called Sears Home Warranty and asked why I am even paying for their service. Got an appointment for my refrigerator to be looked at on October 19, 2022. I was told it was a compressor and parts would be shipped. Soonest appointment I could get was November 23, 2022. Day before Thanksgiving. All this time without a fridge and a family to feed. Parts arrived in October. Stored them until November 23rd. Parts installed and seemed to be working okay. He stated sometimes they end up not working of not freezing but this one was cooling so it should be fine. He said give it a couple days to reach its full capacity. My freezer is still not freezing and when I called Sears Home Warranty I get verify your account. Account verified by name and address, they also wanted email. All information is the same for the last 12 years. Lady on phone read my address too me but was then saying she did not have my information and I needed to verify it. Yelled at her and ended up hanging up. Called a second time and got the same thing. I gave my name and address and they wanted my phone number. Machine pulled up my account by number I dialed in from. Proceeded to tell me I could not be helped unless I verified my information. I yelled more than once and she disconnected the call. Called a third time to cancel my account, verified my info before he could say anything and he said I could not speak to a manager or cancel my account until Monday.

When asked to speak to someone over the phone I am told they have no phones and can only chat online. My order came and is missing about 30 items or more, and they want me to try and package everything back up to send back while they start a refund so I can repurchase which it was a back Friday deal anyway so they may no longer have it available. This is horrible customer service from a company that used to be much better. Highly disappointed.

Craftsman 299 pc. Easy-to-Read Socket Set$249.99---Missing about 30 or more sockets

ssin : A028690707

Qty: 1

I purchased an extended warranty for my refrigerator back in 2018. In October 2022 the compressor went out, so we called to schedule a repair. We were given a date approximately one month later just prior to Thanksgiving and the parts were even shipped to our home so they would be there when the Tech arrived. The day of our appointment I received the automated text saying the appointment was confirmed and the Tech would be at our home between 8a-5p. At 5:20 I received at text saying the Tech would not make it because the other service ran late, and they had run out of time. We were rescheduled Dec 23. I was able through the automated system to get that moved up to Dec 9th. Since I could never contact anyone by telephone, I used the online chat feature to see about moving it up sooner and all I would ever be told was that they would put an expedite on the request. Nothing ever happened. Dec 9th I received the text confirmation once again. At 11:20 I received a phone call advising they were rescheduling again until Jan 4, 2023. Allegedly the Tech was ill. I requested they contact a local repair company to come and do it. No such luck. It will be nearly 3 months without a refrigerator by the time Jan 4th rolls around.

I need the refrigerator fixed SOON or a replacement.

I have been without a washing machine for 3 months. I have tried numerous phone numbers and chats to get the issue resolved but only getting the run around and nothing but automated systems that do not have the option to speak with a real person. I have had 2 technicians at my home and repairs were not completed because parts needed to be ordered. The first tech didn't order enough and the 2nd tech ordered what else I needed. I received one of the 2 parts that the 2nd tech ordered and it was badly damaged. The other part he ordered came and it was ok. When on a chat, the damaged part was reordered, but they ordered the wrong item, so now I have two of the same part. I even told them what I needed and they still ordered the wrong thing. I cannot get through to anyone to get the right part and the repairs complete. I am wasting valuable work time trying to get a hold of a real person that can help. We purchased a new washer and dryer before prices went sky high, but do not want to use them yet because of our Sears Home Warranty. The costs of these parts have been charged against my warranty and one of them should be removed as it was a duplicate part.

On January 4, 2022 I had a technician come out to repair my Samsung Dryer and I thought it was a bad belt, which turned out to be correct. The Tech did not have a belt on his van so he left to come back later when someone brought a new one to my home. I signed an ESTIMATE and was told my $99 diagnostic charge would be included in the price. I told the tech that I did not like signing on his ipad as I could not see what it listed. As it was an estimate I signed it and refused the insurance he was offering for $50 pm for a year and the cost of the repair would be $153.16. I had all new appliances so did not have the need for insurance! When the job was done I was charged $306.33 (funny, what a coincidence it was double the actual price if I had accepted the insurance! I questioned this with the tech and he was obnoxious and advisarial and told me to take it up with the office. I did try on a number of occassions and could never get any help in fact was ignored many times with calls and emails. I finally got tired of it as they had hoped! Today 12/1/22 I had another tech from another appliance repair company come out because 11/28 the dryer quit and I thought it was the belt again. Sure enough that is exactly what it was, it was shredded and the tech said it was the wrong belt that was put on. The total cost was $138.00 incl. Obviously, as I suspected, A&E were ripping me off but I could not pay for a service thinking I would be refunded. But now as I see that I was correct for sure and I have the evidence of the bad belt and roller which was NOT replaced in January, proves to me that A&E are not a good company. I would expect Sears who backed this company to come to my assistance and get my money back for this bad job, and being cheated of $153.16 initially and the cost to get it done by professionals for $138.00. BTW I did make a complaint to the Chamber of Commerce because I could not find an email nor any contact info for their head office. I called today and the guy would not give me the info and actually had me hold on for a few minutes before disconnecting me. This is a terrible outfit and I heard from others that they stopped working for them because of these things. I truly dont know how they are still in business!