Sears
Reviews and Complaints

My Kenmore Elite 74023 Refrigerator (purchased July 7, 2017) stopped cooling this past September (2021). I scheduled a service call for the quickest available time, three weeks later on October 1, 2021 between 8am-12pm. I had read how horrible the service from Sears was and I was afraid that I was in store for more of the same.

Nobody ever showed for the service appointment and nobody ever called. Just after noon on October 1st, I chatted with Sears customer service dept. online and was told "the technician has not been assigned to the service order due to technical glitch. The status of the service order is updated as Waiting service, we need to reschedule the service appointment." Sears said they could reschedule me for October 14th (an additional 2 weeks away), so I told them to go ahead and schedule it (before I miss that opportunity) while they figured out where the tech was that did not show up during the original scheduled appt.

I then called Sears customer service dept. at [protected] and was told that there was no glitch, but that they had escalated my request to dispatch and that I would receive a call back within 72 hours. 72 hours later, guess what? Still no call.

I called Sears once again and was told that it was re-escalated (is that a thing?) and that I would receive a call within 2 hours! Can you guess how many calls I received from Sears in 2 hours? None. I called back and was told I would receive a call back, but I wasn't going to go down that easy this time, at least not without a fight.

I told them that it was unacceptable and that I needed to speak to a manager. After being put on hold several times, I never spoke to a manager because "she was on the line with another customer" but that she would call me back. I requested the manager's name and was given Ross (lady) but was refused the last name (national security reasons I presume). I requested her email address and was given [protected]@transformco.com and told to write "Manager Ross" in the subject line. That's obviously not a direct email for Ross and I have about as much hope of receiving a response from her as I do in Biden speaking a complete comprehensible sentence.

Since Sears has done absolutely nothing yet, they had me leave work in order to be available for the 4-hour service window only to have them no-show, no-call, wasted so much of my time calling them and getting the run-around from every one of their representatives, and I still have zero idea if/when they will actually show to repair the refrigerator, I would like for them to repair/replace the refrigerator at no cost to me. This was a $2200 refrigerator purchased brand new from Sears, along with three other brand new appliances, so I spent a total of $7300 with them and now I have a dead refrigerator that I can't even get someone from Sears out to even look at.

Purchased a refrigerator with 3 year warranty on 9/23/2020. Refrigerator never cooled. Sears service technician determined it to be defective and unrepairable. Sears Benefit Administration issued a case No. 7114235 to issue refund. Company is not responding.

I purchased a Kenmore French door refrigerator from Sears in June 2017. It completely stop cooling or making ice on September 29, four years from the purchase date. I called sears to get a repair date and the earliest date is October 20, 2021. All the frozen items thawed overnight leaving a wet mess in the refrigeration and on the wood floor. I called a local repairman and he came, and announced without doing anything that it was most likely the compressor since it was running but not making the clicking sound. He also mentioned that he had just left another house with the same issue and that these refrigerator made by LG had failing linear compressors. I can't believe that sears were still selling these refrigerators knowing the problems with these refrigerators.

I scheduled to have a refrigerator repaired for October 1, 2021. After waiting a month. They were scheduled to be here bw 8:30-10:30 in the morning that day. Around 11:00 am they called me and said the technician was out on personal day. Did they not know this before and could have given me notice before I had taken the day off of work and losing pay. Very unprofessional.. now I must wait another two weeks for someone to come out meanwhile having NO fridge.

Please do Better Sears!
Erin McDonald

2 times now my refrigerator has completely shut down. I lost more than the allowed food loss the first time and now even more than the last time. I had to wait 3days for repair. I was told the tech would have a compressor with him. He didn't have it. Living out of an ice chest doesn't work! Now I'm told it could be as long as 3 weeks and I have to wait until they know if parts are available before I can get a rental. Lost 6-8 hundred dollars in food and buying ice at $12. per day.
The repair company A&E was rude and wouldn't answer my questions and hung up on me.
This refrigerator has had numerous issues and I think it should be replaced and my complete food loss amount be refunded.
My email [protected]@msn.com

Purchased four Michelin tires for my wife's car at the Sears Auto Center in Raleigh, NC. I needed a flat fixed. When I went to the store today, the location as well as the main store had closed because of company downsizing. When I tried to contact Sears I could not talk to a person who could help me. I could never contact a main customer service center and when I searched online, I just got bounced around from one customer page to another. I did find that that the closest locations for service were either Concord, NC or Myrtle Beach, SC. Both about 150 miles from me. I paid $37/tire for the warranty that I can't use. I want a refund.
Thomas Murphy
8121 Lockleair Rd
Zebulon, NC (c)[protected]

I wrote this letter, dated September 4, 2020, and have received no response.
September 4, 2021

Kenmore Elite Double Wall Oven, electric
790-[protected]
NF [protected]
Problem: the part necessary to fix my oven issue is no longer manufactured and Sears Home Repair cannot find the part, and neither can I-Sears Home Repair says I am ‘just out of luck with my problem'
In November 2014, I remodeled my kitchen, using all appliances purchased from Sears, Hilo, Hawaii. They were installed by a licensed contractor.
In June 2021, less than seven years since installation, I noticed a crack in the floor of the upper oven. On June 25, 2021, the repair man came out as I have an extended warranty with Sears Home Services. He measured the temperature in the broken oven, when the thermostat was set at 350 degrees, at 600 degrees. He cautioned me not to use that oven.
He told me the part was not covered under the warranty, yet he would order the part and as a courtesy, Sears Home Services would install-free of change. I would need to pay for the part. The part number is [protected]-oven liner
I agreed.
In the ensuing three months, I have not only been without one oven, but there is no ability to get an answer.
1) I have made over 8 calls to Sears Home Services including speaking with case management - Bernard. Bernard simply said the part no longer can be found and he was sorry, but there is nothing Sears Home Services can do for me.
2) I researched extensively online and found the part is no longer available, even on Ebay or in appliance stores selling old parts.
3) Sept 1, Elijah told me my problem was ‘one in a million' and no one could help me - again Sears Home Warranty Dept.
I have had the run around for months and cannot find a way to speak to anyone at Sears or Kenmore administration. Every number and email defaults to the Home Services because the first question asked when calling any number is: Did you purchase your appliance at Sears or Home Depot? Then I get in the loop of where I have been time and time again.
State the problem:
I have a double oven unit with the upper oven broken and cannot be fixed due to the manufacturer no longer making the part, and it cannot by found by me or by the Sears Home Services.
The unit is less than seven years old. All of Kenmore's statements of how long their products last is at least 10 years.
Resolve-
I need a new double oven installed. I would like to have a 50% discount on a new product with free installation and no shipping charges.
I look forward to your prompt reply. I hope this can be worked out amicably. I will send this letter, with you reply should it not be satisfactory, to the Hawaii Consumer Board as well as the US Consumer Protection Agency and the State of Hawaii Attorney General.
Thank you for your prompt attention to this matter.

Carol Richmond
Po box [protected] Kilauea Road
Volcano, Hawaii 96785
[protected]
[protected]@sbcglobal.net

On May 10, 2021 I filed a warranty request for a mattress I had purchased from Sears. My replacement request was approved for 954.99 on June 30, 2021, I pick a mattress and payed the difference of 573.35 they said could be delivered on July 7th 2021. The day before it was supposed to be delivered I got a call saying the mattress was stained and another would be delivered on July 17th again the night before the deliver I received a call saying the mattress would not be delivered until October 25th. I called Sears back and changed the order to a different mattress. The difference in price was $40.00 according to their web site they assured me that the second mattress would be delivered by September 27, 2021. I then a got called by Sears several times early in the morning (6:00 am My time) every time I answered there was no one there after a couple weeks a got a call where someone was on the other end with a really bad connection and a strong accent saying that I needed to pay over $200.00 for the mattress change. While I was trying to explain to the person on the other end that the difference was less than $50.00, they either hung up or we got disconnected. I made over 20 calls spending several hours on the phone trying to get this problem straightened out. Everyone I spoke with apologized and said they would have someone contact me within 72 hours. I was never contacted once. On 8/23/2021 I received and email that my order was going to be delivered on on 10/23/21. I tried to send an email back asking if they wave the $40.00 dollars I owed them or if I still needed to pay them again asking for someone to please contact me to prevent any further delays. Today 9/24/2021 I received a phone message stating that I needed to call Sears delivery department. I was informed that my mattress delivery had been delayed again until 11/24/2021, I told them I can not sleep on my old mattress and asked why my order was delayed again. I was told "your order being delivered to you is a priority to Sears, I am sorry but there is nothing else I can do". I made another call to the mattress warranty department. They told me that because of Covid the supplier was running behind and it was the suppliers fault. I asked them what happens when I get call again on 11-23-2021 with a message that my delivery has been delayed they told me it would not be delayed again. I told him that I really did not believe that and asked if it is delayed again could they refund my money and give me the warranty amount of $954.99. He said they would not be able to do that. I then said I guess I am just screwed and he yes. I feel that I have been very patient but if the mattress I ordered is not delivered by November 24th I really feel I should receive a refund of the warranty amount and the money I have payed. I feel that I have done everything right and they have not held their end of the deal.

I have paid for 18 years for a Protection Agreement, which is basically a contract that says Sears will repair the refrigerator for free and after 3 attempts to fix the same issue, they will replace the item with a new item, like for like. The freezer part of my refrigerator broke in April 2021. Several repairmen came to look at it, ordering various parts, none of which fixed the problem. Each time a part is ordered, it takes about 2 weeks to come, then another week after to have the repairman come back to supposedly fix the problem. As of May 27, 2021, my refrigerator will producing hot air, so now the WHOLE refrigerator was not working. Sears came out 2 times in June, and two times in July and on August 6, 2021, the tech said it "unrepairable" and that I would be issued an authorization number to pick out a new one that would be delivered, set up and old one removed at no cost to me. It is 9/22 and I have no such number and even though I call weekly, I get the same round around from every customer service person I talk to "I promise you in 3-5 days you will get this number and get a new refrigerator." They all lie! They are avoiding honoring the contract. I would never recommend them as a place to buy any appliance, any tool or anything that you need a protection agreement for. I have written BBB, State Attorney, Attorney General, Transform Company (owner of Sears, K-Mart) and still no new refrigerator. I have been without a way to cool food for 3 1/2 months and Sears does not care at all. I agree with those who say it is a SCAM.

MY freezer stopped working, I called Sears and they gave me the repair companies phone number. I scheduled the repair date, they found the leak and ordered 2 parts. One came in fast the other was on back order. They found it elsewhere as I was pressuring them to look elsewhere. They came a week later and "fixed it". 24-48 hrs later the freezer wasn't freezing again. They came back and stayed almost the whole day and still couldn't fix it. Asked them to go to the next step of replacement. They sent the request to Sears. Took like a full week for that one person to look over it. They approved it. Then it goes to the next department to approve something else. Another week. Now I call and they say give them 2-3 days to process. I give them that time and I call back and the rep doesn't know why they haven't approved it. Then they are waiting on the team to find comparable models to give me a price. They say give them 2-3 days on that. I've given them a total of a month and they still cant find something. I told them to refund me the money of the cost of the refrigerator then since they cant seem to find anything. They state they will note that file as an option for when that team looks at it. They have literally made my BLOOD BOIL from so much frustration. Yes they have processed checks for spoiled food and a cooler we are using but what I want is my refrigerator! Its not easy being without one. I don't understand how this can happen. Like I told them, IF YOU CANT FULFILL YOUR END OF AN AGREEMENT THEN DONT OFFER IT! SIMPLE! That way I know if it breaks then IIIIIIII have to worry about it and not call you guys to fulfill an agreement yall sold me. RIDICULOUS!

Purchased a kenmore pro refrigerador 5 years ago and this is the second time the compressor has gone bad. It's been almost two months and countless hours on the phone with these clowns and still have a broken fridge. I have kids and been living off a mini fridge hoping sears one day fixed my fridge.
I pay 50 a month for this warranty and for what? This breaks my heart
No one at sears has an answer snd all they do is transfer me and transfer me.
What a scam
So sad!
If someone at sears other than someone in a dam third world country can help me.
It would nice snd greatly appreciated
Here's my number
[protected]
álmost two months without a fridge!

In July we had our air conditioning go out and Sears came to fix it 2 weeks later. Two days later we had the message come across the ac unit and we called the tech that worked on it because he didn't want to come out due to rain. The message went away. August 15th we received the same error message on the AC unit and we scheduled a tech to come out that Monday. He ensured us he was putting a rush order on the same part that was "broken" the previous month. It is now September 15th and we have had no air since that day. No one has been communicating with us at all. My husband calls once a week and we get a different story. This is the WORST service I have ever received and we have only had the unit a year. We are located in Texas and I work from home in a hot house with fans all day.

Technician Cesar came to repair LG range top. Did not test equipment for working/nonworking order. Tech told me it needed a new board. I figured he knew what he was talking about but evidently he didn't. I had to make a decision about payment on the spot and decided to have it repaired. Charged $548.40. Power was returned to unit as tech was leaving and unit worked properly. Called tech two minutes later and he said he would check with his boss and would find out what to do. He said to wait until Monday (service was on a Thursday) and someone would call. No one ever called. I called Cesar four times yesterday and got no answer. Essentially, I was charged for something I did not need. I have used Sears in the past for other repairs but I am a very unhappy customer.

Sears Master Protection Plan (I have been carrying this service warranty since 2003) Phone # [protected]
I have this protection plan for the following items since 2003 but they are not fixing my refrigerator or replacing it though they are supposed to do that even as per their technicians who visited my home times since April 14, 2021.
1. For Refrigerator, Contract # [protected], expires November 2021.
2. For Dishwasher, Washer and Drier, expires March 2022, Contract # [protected]
3. For Water Heater, expires Nov 2021, Contract # [protected]

As the refrigerator was making loud noise, I called Sears [protected] for service to fix the problem.
1. Technician came for on April 14, 2021. He came and worked on the lower backside of the refrigerator and left. After few days the noise came back louder. I called again. He said he was from "New Tech, " a company which works for Sears.
2. 2nd Technician came on April 28, 2021. He was from the same company. He changed the Sensor of the Ice Maker and left. The noise came back with less intensity but lost lot of food as the vegetable shelves started accumulation water. I called again. Though food is getting spoiled, and I cannot keep even a half gallon of milk, still they were giving me appointments far apart. Now I specifically asked for Sears technician. While working he somehow broke one lid of a freezer shelf. So he ordered that and also other parts for back panel inside the refrigerator.
3. 3rd Technician came on May 22, 2021. He was from Sears. He fixed the lid and changed the back panel inside the refrigerator. The noise went away as we turned the ice maker off, but the water accumulated and now the temperature could not be kept as needed. It was not cooling adequately anymore. So, I called them again.
4. 4th Technician came on June 9, 2021. He was from Sears. His name is David Moser. He said that this refrigerator cannot be fixed, and I must call Sears for the replacement. I called and they said they must send another technician for a second opinion. I tried to convince that I have been suffering for long time and their technician already said it cannot be fixed and I should ask for replacement as Sears policy is that if they fail to fix the problem four times then the customer gets replacement. So, I called again but they again said they are going to send a technician as the last technician did not write what he told me.
5. 5th. Technician came on June July 22, 2021. He was from Sears. His name is Rajinder K. He said that this refrigerator cannot be fixed, and I must call Sears for the replacement. Therefore, he did not do anything on the refrigerator. I called Sears again. They said they must send technician again.
6. 6th. Technician came on July 24, 2021. He was from Sears. His name is Shaneel Chand. He did not work on the refrigerator and said that he was going to put that this refrigerator needs to be replaced and I must call Sears again but when I called the person, I talked told me that the technician did not write that. So they were going to send technician again.
7. 7th. Technician came on August 25, 2021. H was the same technician Rajinder K. who came on July 22, 2021. Therefore, he told me the same thing, to call Sears and also, he called David Moser as David is the tech manager and advised me to call Sears again.
When I call Sears, they give me a Claim no and say that someone from their benefit department will call me in 24 to 48 hours but that does not happen.
Shall I go to court? Please help. Thank you.
My email: [protected]@yahoo.com

you are thinking of purchasing from sears for a Kenmore appliance and including a master protection agreement. DO NO DO IT. took us over 2 months for the refrigerator too be fixed. After them confirming the appointments several times you would wait all day only too receive a call too reschedule for another 3 weeks later, it happened 4 times.I find it totally unacceptable to leave a family without a refrigerator for over 2 months. No one paid for the countless bags of ice or food that would go bad.i will never buy another sears products (i was a loyal customer in the past) or service agreement . Another problem was when i called the service number upset and would be transfered from around never to get any help or a manager. Then promised one would called me back and didnt on 4 occassions. I was also lied too. Told on a few calls that they would put in for emergency fix and someone would come out in 48 hours. Found out after 2 occasions given this information there was no such service. I placed multiple calls to service and there was never anyone to talk too or cared. I did email complaint to sears have not heard back.SO DO NOT

Been trying to get my gas grill fixed by my Sears repair protection agreement since 29 April 2021. The grill needed a new gas valve and was replaced 0n 21 July 2021. When the technician replaced the gas valve the ignitor wire broke off. I called today and they tell someone ordered a gas valve and an ignitor wire on 6 September 2021 and that I need to wait 10 days. I don't the client number but it is associated with my phone number [protected], Your assistance would be appreciate. This is the phone that I call [protected]

I scheduled Preventive Maintenance appointments for 8/24/21, 8/26/21, 8/31/21, 9/7/21 and no one showed for any. I contacted Sears many times and was told someone would get back to me to let me know why no one showed up. I did not receive any calls from Sears. Several times I was transferred to another number/person who answered and put me on hold and never came back on the line. A couple of times I held for 30 and 40 minutes.

we have had a terrible chemical smell penetrating the entire interior of the unit, the ice is terrible and it has ruined a few hundred dollars of food now as well as the smell even penetrates sealed food bags, we have emptied it, cleaned it twice inside and the terrible chemical smell is back in no time, this unit is just 3 years old and now our master protection warranty just expired a few days ago ! I have read online that hundreds of customers are experiencing the same issues, the smell is making us sick, sears needs to do something about this it is obviously a widespread issue that sears refuses to adress. We need this problem fixed now, if we end up in the hospital due to the defective unit we will be forced to seek damages, this problem occured before the master plan expired yet no one was interested in coming to fix the issue for us, we are very upset and getting sicked by the day from this units problem, what will you do to help us with this matter ? Phone number [protected] email [protected]@sti.net

Master plan warranty customer ID [protected]-0011 purchase date 08/28/2018

Purchased refrigerator, washer, and dryer from Sears Home Appliance Store in Knightdale NC on 2/11/2021. Salescheck # [protected]. (Invoice total: $3212.09.) These were ordered for our new home in South Carolina and were to be delivered when house was completed. Delivery was scheduled for 07/31/2021. Delivery was cancelled by Sears at the last minute because they did not have the refrigerator.

Refrigerator was on back order for scheduled delivery and we cancelled the order for the refrigerator and received a credit for $1573.79.

We refused delivery of the washer and dryer on 8/07/2021 because they brought the incorrect models. No one contacted us in regards to rescheduling delivery of the correct products.

We cancelled the order for the washer/dryer on 08/13/2021. We were told that a credit would be applied to our credit card for $1638.30 within 7 - 10 business days. We still have not received the credit. All attempts to call Sears Customer Service have been futile with no results.

I have a Craftsman garden hose that has cracked. It has a lifetime warranty, I contacted Craftsman, they don't mfg Craftsman hose, contact Sears. I contacted them, they requested a Pic of the hose, my ID, proof of purchase, puc of model/serial # and Pic of the tool. I don't have a receipt, the hose was bought from my local Sears store before they closed. It's a Garden hose, a Pic was sent, therefore model or serial #. They continue to ask the same information. I can't get support.

Tom