Sears
Reviews and Complaints

On October 15, 2022, Service Order Number: [protected], I had a service call from Sears Home Services. The technician was ID# 0012427. The bottom of my 6-year-old top freezer refrigerator was not keeping the foods cold. The technician said that the freezer section which is used to channel coldness to the bottom of my refrigerator was clogged so he proceeded to unclog the freezer. At first, I was delighted that it was a simple problem, but then the technician said I should wait before I buy foods. He said it could happen again and I have a 90-day guarantee. Sure enough, two weeks later it did happen again, I called Sears Home Services, my second appointment was on 11/10/2022, I arranged my schedule to be home between 8 to 5. He came at 2 p.m. and before the technician looked at my refrigerator, he said that I need a new refrigerator, he even told me which brand to buy. He finally looked at my refrigerator and said yes you need a new refrigerator for it would cost $450.00 plus labor to fix. Something about this person's attitude caused me to look for another repair service. I found VIA Services. The technician said the fan in the freezer was malfunctioning, I would need a new one. He had the part on his truck. It was fixed in 15 minutes. It cost $320 including parts and labor. It now works with a 1-year warranty on the part.

Order# [protected]

I purchased the Washer and Dryer with installation on 11/11/2022. My appointment for installation was set for 11/16/2022. When the delivery team arrived, they had it listed on their order form as "leave in carton". I told the guy I paid for installation as well. He told me Sears always make this mistake and to give them a call. Therefore, my washer and dryer was delivered, but not installed. I called Sears. They apologized for the inconvenience and set another appointment for installation on 11/18/2022. The guys who came out for the job stated they were here to pickup. The appointment was in error again. I called Sears and Costco Logistics, the third party vendor, and both parties were pointing the finger at one another. A third appointment was finally set for installation to occur on 11/20/2022. I received the automated call the night before on 11/19/2022. On the day of installation (the 20th) the delivery team called me at 7am to confirm. I told them I am available because I work from home. The window given was 11:30am - 1:30pm. No one showed up. At 2:30 I called Sears assuming it was a possibility they were running behind. The delivery team said they called and left me a message which is not true. Also, I confirmed my availability that morning, therefore there was no excuse as to why they did not show. I have been calling twice a day since this has occurred stressing that I need my washer and dryer installed prior to the holidays. An appointment was scheduled for 11/25/2022 which is unacceptable. I stressed I needed the installation to happen prior to the Thanksgiving Holiday. I am requesting a refund for the installation services. Also I am requesting for an additional refund for the huge inconvenience. In addition, I have to pay for another company to install the washer and dryer today when it should have been installed on 11/16/2022. Honestly, I was close to sending my purchase back, but I have children and am in need of the washer and dryer, however this will be my last purchase from Sears.

Vacuum belt shipping weight including the bubble envelope was.08 ounces and the shipping charge was12.99. I specifically asked if it could be shipped USPS for.75 and they said they only ship UPS. I received the package in a timely manner at my cluster mail box, not delivered UPS. Apparently UPS picks the product up from Sears warehouse and mails it to the nearest USPS location and the USPS sends it to the mail box. I consider this a form of fraud! Sears will not allow the product to be returned unless I pay an additional 12.99 to ship it back.

Approximately, 1 month ago I had a sears technician check my dishwasher. I was told a week to 10 days to get the parts. Painful but ok, I am ok for a couple of weeks.

After 2 weeks, I followed up with Sears. They were going to escalate the issue and someone would be in touch with me. That never happened.

After 3 weeks, I followed up again and I got the same answer as above. I begged for help at this point but still nothing.

It's been about a month now and the parts needed are still being processed. Not shipped, likely trying to find a part to ship.

I’ve had this refrigerator for 6 years. I’ve had nothing but trouble with the ice maker since I’ve had it. I had Sears come out twice and defrost it for 400 a visit. I’m sure that can be looked up on your end. Recently I came home and it was overheating. Luckily I have a second fridge and didn’t lose everything. I had mr appliance come out and he removed 2 giant hunks of ice from backsides of freezer. Water had been slowly leaking. Then I ended up having standing water under my deli drawer. Mr appliance came back out Thought maybe clogged water line. Fixed that. Didn’t help so they put a brand new ice maker in. I have invoices for all this work. I still have water under my deli drawers and I have to keep a towel in there to soak water up. I’d really like someone to get me in the direction for help. Thank you

Back in June 2022 my refrigerator stopped giving me water and ice. I called sears home warranty. They sent a tech out and found out I needed a part so they ordered one and the tech came out to put it in and found out that was not the part needed. They ordered another part and came out to put it in and found that was not the part so they ordered another part. They ordered another part and found out they do not make the part I needed. So they told me I had to get a replacement and was waiting for the order. On November 2,2022 they told me I had they okay for a replacement, as of today I have not heard anything thing so I called them today November 14,2022 and again I was told waiting to get the request in. I am so tired of getting the run around. They wound not let me talk to a supervisor.

September 25, I contacted Sears warranty about our washing machine not working. We did buy an extended warranty from Sears when we purchased the washing machine. Wash machine was purchased on 07-08-18 with a 5-year warranty. I do have the original receipt and warranty agreement. Since the first contact we have had a repair man out on 10-13, 10-25, 10-28, & 11-2. They were scheduled to come out on 11-8 it was a no show no call. We also had a scheduled appointment with them on 11-9. They sent a text cancelling that appointment until 12-6. The first technician that came out replaced 4 different parts with no success. I was also told that they would replace the washing machine that they would email me some machines to choose from I never received that email. I have talked to several people on the phone with not success on replacing the machine. I was told today that we did not qualify for a replacement. That is not what is in the extended warranty that we purchased from them. Repair or replace, they cannot repair so I want it replaced. It is costing me $30.00 per week to do my laundry and all they are willing to do is send me a check for $ 50.00. Every time they schedule an appointment either my husband or myself have to take time off work, so we are also losing money there.

Contacted Sears to Repair my Dryer. June 6, 2022, upon the Tech's arrival, he didn't have the exact Part and had to order it, saying it should arrive the next day and to call him at his Cell # when it arrived.

Before leaving, he offered the Home Warranty Plan of $187.95 at $49.99 a month which covered all appliances up to $20,000, etc.

The Tech explained the anytime Cancellation and Fee of $25.00 and the Contact information. I accepted, signed the Contract, wrote the Check for $187.95 and the next day the $49.99 was withdrawn from my Bank Account.

On or before June 13, 222, I called the provided contact number [protected]) and Cancelled the Warranty Plan, receiving a Confirmation via Text.

Today(11/9/22), going thru my banking information, I realized $49.99 had been debited from my bank account AFTER my cancellation. I called the only number I had been given to contact for questions, concerns, complaints or cancellations was the [protected]) number, and I spoke with an agent to inquire as to why I still being charged $49.99 a month after cancellation.

First, the agent told me he had NO RECORD of my cancellation and that I must have called Sears Service and NOT Sears Home Warranty. I explained that I only had the number given to me for such issues AND I received a Text Confirmation of Cancellation.

Second, the agent suggested that I KEEP THE PLAN, as it could be of great home repair benefit and proceeded with a Sales Pitch. I requested to speak to a Manager, to which he said he could escalate my concerns to a higher level, but continued to ask to place me on Hold, returning to say he was the one who could help me.

Thirdly, the agent gave me a "Word Salad" of the difference between Sears Service and Sears Home Warranty, as they are two (2) separate entities; therefore, I may have contacted Sears Service instead.

Again, I explained I DID NOT have a number for Sears Service, and ONLY called the number I was speaking to him on, which HE acknowledged was the correct number to call for Cancellation.

I requested a Refund of $49.99 for each of the 5 months debited from my bank account AFTER my cancellation in June, to which he gave me the phone number to the ENROLLMENT DEPT. at [protected], instructing me to contact them at a later date since they were not available today.

I felt I was made to feel at fault for not knowing any other phone number(s) to call to Cancel the Sears Home Warranty Plan, as well as, made to feel as though I was not being honest.

I WILL NOT drop this matter and I do not feel the ENROLLMENT DEPARTMENT is where this can be resolved, other than to be given another Department to contact and start this cycle over again.

On October 20, 2022, I called Sears because my HVAC heater wasn't working (which is an emergency) and had to wait until November 5, 2022, to have someone come.

On November 5 the serviceman came and didn't have the motor needed and said he would most likely get it within a couple of days.

I got a message on November 7, 2022 informing me that I they rescheduled an appointment for December 1, 2022.

I am so disgusted with the service provided by your company. Last year it was the same thing when I asked for service, it takes 3 weeks plus to get service.

I have children and toddlers living with me and I am a senior citizen and suffer from asthma.

When I renewed my service contract, service wasn't so inadequate. It is unacceptable to have to wait over a month and a half to receive the service I paid for. It's getting cold in my house and it's triggering my asthma, I need to get the service promised to me when I renewed my contract.

It's impossible to reach someone over the phone that can help me and that is unprofessional for such a large business.

On 05/10/2022 I purchased from Costco (Costco Item #1582187) a Kenmore 21 cu. ft. Top-Freezer Fridge with Ice Maker, in White Serial No. MR21YE22240413.

The fridge started malfunctioning in October and after contacting Costco and Kenmore local service rep., a repair man came on October 16 and determined the fan that keeps the condenser cool was broken and the fridge had to be disconnected to prevent possible fire. He said he will order the parts and will come-back once the parts are available. Since October 16 the fridge has been out of service and apparently so far there are no signs that the parts are available. This situation is not acceptable and if the fridge cannot be repaired, then it should be replaced.

My email is: [protected]@yahoo.com

Phone: [protected]

I purchased a warranty policy which I attempted to use to repair a leaking dishwasher. After a first failed attempt (for which there is a $75.00 charge in addition to the monthly fee) I rescheduled and was given a time window of 1p-5p which I made sure to have someone available for. The appt. was cancelled and rescheduled by Sears at the last minute. This happened 4 successive times over an approx. 3 month period of time. When I rescheduled the last appointment for today, I advised that I could not take any more time off from work and needed the technician to arrive after 3:30p when I get home from work. I came home today expecting a technician, but instead found an "I'm sorry we missed you" note indicating that they came at 3:09p. I began making calls to them and was transferred several times (at some point to an office in Bogata Columbia) and was eventually told that the appointment would not be rescheduled as they did come out at 3:09p

Bought a new Frigidaire on Sept 16, 2022. The installation team did not hook up water line to the fridge. The ice maker does not work and the inside panel is not working properly. I called Sears to come out to check the fridge. A new ice maker was ordered and a new inside door panel. The fridge is freezing all the eggs and milk on the other side. I can't seem to reach anyone. Would like a replacement fridge. This new one is defective. It was bought from Sears.com and delivered by Costco. I called multiple times about the water line after the delivery of the fridge. I had to hire a plumber to install the water line. When I spoke to the sears repair line they said I had paid for installation. The guy at costco told me they do not install water line. But the customer service guy at sears said sears was suppose to do it and call them about a refund for the plumber. All I want is a new fridge placement.

To Whom it may concern:

CONSIDER THIS YOUR NOTICE OF COMPLAINT WITHIN THE 3 DAY WINDOW OF DELIVERY.

I had a GE refrigerator Serial # 5T508755 MODEL GFE28GYNIF delivered yesterday , September 25, 2022. It doesn't cool. I spent the entire afternoon and most of today trying to contact Sear's customer service by phone and online. There is no way to contact them. The link says 404 error, the chat requires a fee for "JUST ASK", another number says I must contact GE. Sear's customer service is horrendous. I contacted GE support who tried everything to reset the cooling system to no avail. Then I was told there is no warranty on this is a brand new item. I want to return it. Please advise.

I have been trying to have this resolved since May 20, 2022. The French doors are out of alignment and pieces have fallen off. I was promised a new refrigerator but none has arrived . . . although a DOOR was delivered to my front yard. It is now stored behind the sofa in the living room! I need to have this taken care off or have my account checked off so I can purchase one somewhere else!

i bought a refrigerator 2021 a few months later the refrigerator started do some block of ice on the behind of drawer, creating the top of refrigerator don't cold. i lost a lot of food and medication like insulin. the technician come but the equipment was in warranty the store changed the equipment in September 2021. the new refrigerator was good until May 2022 the same problem, the technician came. he said need order part like a handle and the where the freezer drawer run. i said that parts do not create that the freezer do the ice ball behind the drawer. Sears call me last Tuesday October 11 saying that they are contact me next week to make some deal because parts are back order. ok. i call 1800 469.4663 they said the will send another technician today oct 14. the technician came and he said he need order other parts like a door gasket and another parts. when I requested a service, the equipment was in warranty. i know the refrigerator is new, parts like a door are gone be backorder again. how much time I will be wait to have a refrigerator that I paid 1,897.00 dollars cash to have a equipment that work properly that was the reason to buy an equipment, not a headache

I have home warranty services with this company. My payments are automatically deducted from my account. I called them on 09.30.22 to update my card information because I got a new card. On 10.02.22 the payment of $49.99 was deducted from my account.

I received a letter indicating that my account is past due. When I called the autoprompter stated that I have a past due amount of $99.98. Once I got someone on the phone I informed them that I updated my card information, I have a confirmation number and bank statement showing the funds were deducted from their company.

They are indicating they do not have record of receiving this payment. No one is willing to take the extra steps to rectify this situation. I informed them they need to find where my money went.

I verified with the representative the information that I am reading in the description of my statement is the same company that I am talking with and they all agreed.

I purchased a washer and dryer from Sears in Union Gap. I also purchased the Protection plan for both unites. In July 2022 I called sears to have my washer repaired, since it was broken. In August 2022 a technician diagnosed the washer and ordered the parts. On September 20th a technician arrived to fix the washer, but stated he needed a help of another technician, so he scheduled a appointment for October 20th 2022. I called to confirm the October appointment to find out the appointment was rescheduled for November 4th 2022. Im very upset that its going to take four months to have my washer fixed and if it cant be fixed another two months to get a replacement. I did explain to the person on the phone back in July that my mother was fighting cancer and needed the washer fixed ASAP to keep clothes and linen clean. four months of this, while fighting cancer and the washer not fixed. Worst service ever.

Hello, I have reached out to you in the last few weeks and no one responded. This has has become a legal matter. Your home warranty section has been non responsive to my concern. They have refused to allow me to speak with upper management. They have transferred me to several departments. They have stated that there was nothing they could do to resolve my concern. I have talked with the home warranty representatives, I have talked with the representative for your intermediary from cinch, I have talked with GE the replacement company. I have been told that someone would return my call an I receive no return calls from anyone for any of the I have contacted. It seems that this service a a total fraud. I will be persuading a legal judgement. Your lack of response to my concern and your unprofessional manor, the loss of my food and the care of feeding my family will all be addressed. I have contacted my local news to report my experience.

August, 2022 - tech. came to check our Kitchen Aid dishwasher as it wasn't completing wash cycle. Ordered wrong part - W11410066 A few weeks later, A second tech came and ordered same wrong part- W11410066. Third appointment cancelled. tech named Patricio came and installed a new part on the sensor door panel, but he wasn't sure if it would work. It didn't. Next appoint October 5, 2022 with Bobby cancelled. Received e-mail with rescheduled for October 12 - 1PM to 5 PM with

Patricio. Patricio was here once without any good results. I don't think your technicians know what is wrong. Both my husband and I are at our wits end. If you cannot repair our dishwasher, we would like a new one please. It's been two months since we have been without a dishwasher. Your home repair program needs some serious attention... Look forward to some good news ..

On July 8, 2022

I ordered an upright freezer online but couldn’t get the charge to go through so I elected to use your chat - I told the person on chat the problem and she got involved and ordered the freezer - unfortunately my order also went through - you sent me a text telling me that Costco would deliver my freezers - I immediately called and told you that I only wanted/needed one - the person I talked to assured me the other freezer would be taken off - well guess what - delivery day came and Costco brought two freezers! I immediately called you and was told to send one of the freezers back and that the charge would be taken off my card - so that’s what I did but to this day I am still being charged for both freezers and have called three times trying to resolve this. Please take care of this immediately. Here is the Case # [protected]

Sears return freezer$1006.70

Kathleen Price

Card #[protected] is the card that was used - this account was closed due to possible fraud and a new card was issued ending in 3507 - I have not received my new cards yet.