Sears
Reviews and Complaints

In my Kenmore refrigerator I bought in 2017 I had a no cooling event. Your technician came out and said the linear compressor was bad. I was told the compressor was not under warranty. He didn't know about the class action suit and the settlement covering the compressor for 10 years. I haven't the money to replace the compressor. He left. Another service order was issued. Customer service could not help. It was up to the technician alone to decide if the compressor is covered. The next technician would not cover it. I was stuck with a 4 year non working refrigerator with rotting food. We lost all the food. We were forced to buy another refrigerator on credit. No one could help me after many calls and texts to customer service. Sears should be ashamed. I would like you to help me with the cost of food and the new refrigerator. Kathleen Ciecwierz 2508 Highcrest Ct, Manchester MD 21102 TN [protected].

Dear Sears customer service,
I contacted you several times concerning my refrigerator that the icemaker does not work and I've had this for over a year and had 3 service people out here that have told me the same thing it's just a bad design and it will never work right.
So I'm hoping And reaching out hoping to find somebody that can either replace this model with a better model that works and makes ice.
I'm praying for resolution and the numerous times I've called Sears and contacted the service people during this pandemic it's been stressful we've been sick I've had no ice it's not been good.
My refrigerator has been a lemon since day one and I contacted Sears several times throughout 2020 and I understand this pandemic people were working from home things were slow down but it doesn't negate the fact that this is a lemon and it is fully paid for But I gave up my old refrigerator because the icemaker didn't work only to buy this one I think in Kenmore was a great brand but it ended up being a Dawoo...Which if I would've known that I certainly wouldn't of purchased it.
So please Sears please help me out in this situation and replaced my refrigerator I'm only asking for the fact that I paid good money for this and I expected it to work properly and it just doesn't:(
Regretfully and expecting a miracle

I have been with Sears Home protection plan warranty now for over 10 years and prior to this year have always had great service.I renewed my policy back in April of 2020 and in may my Sharp tv stopped working properly and I called sears at their service number to get a appointment to get the tv fixed---TODAY i am still trying to get an appointment. Months later without my tv. Being quarantine due to covid and no tv has been very stressful for me and my family and i cannot just go out and by a new tv when I have a legal paid for Warranty on the tv.
I really want Sears to be fair to us and repair the tv as promised in my Warranty.
I am not computer savy and do not know how to send proof of pictures or anything that requires technology-But I can mail these Items in if necessary.
Please help me get Sears to honor their committment to me.Sincerely, Jean Lewis [protected] [protected]@yahoo.com

Buenas tardes;
Mi nombre es Jose Luis Torres Hernandez
Villa Nevarez, 335 c/20
San Juan, Puerto Rico, 00927
[protected]@gmail.com
tel. [protected]
Reclamacion # 6788301
La compañia de Sears me aprobado el cheque por la cantidad de $1, 238.00 por la nevera que me salio limon.
El cheque fue aprovado desde el mes de octubre del 2020, y desde ese tiempo no lo he recibido por causas desconocidas. Me he mantenido haciendo llamadas y lo que han dicho es que estan investigando pero aun hoy 28 de enero 2021 no he recibido el cheque.
Reclamacion # 416016
Reclamacion por perdida de alimento fue aprovada y recibi cheque # [protected] por la cantidad de $300.00 y lo deposite en el banco y me lo rechazaron por insuficiencia de fondos.

I am complaining about Service Repair Dept with Sears.
My refrigerator has not been repaired since September 15, 2020.
The keep scheduling appointments and the technician are not showing
up to my home, due to Sears are not assigning any one for the repair.
My last three appointment were January 20, 22 and 27, 2021, there
was no technician available for those days, This is an ongoing problem with Sears and they have not resolved it. I called multiple times and no one has been able to help me. Very disappointed in the service they have provide me.
I have been a customer for over 20 years,

I have been on hold now for over two hours with Sears master agreement people. This is torture! I am afraid to hang up after investing all of this time. Our refrigerator has been out now for over two months. I am covered by a master service agreement. It should NOT be this hard to get help. So sad and disappointed in Sears.

I pulled the gas stove out to clean underneath. There are scorch marks on the wood cabinets on either side, larger on the left. Dark mark in same location on the stove. Apparently the stove is not insulated correctly and I fear this will catch my house on fire. I am afraid to now use it! Would appreciate this being investigated and resolved asap especially since eating out is not safe with Covid and we are 74 and husband has serious health conditions.
Kenmore:
Model: [protected]
Serial: VF64518559

In late 2018 we purchased a Kenmore Elite (LG) refrigerator. Just 18 months later it quit working spoiling a LARGE amount of food. This was in September 2020. We contacted Sears and they sent a tech out to look at our fridge. I had purchased a Master Protection Plan and was happy to do so. A few days later a tech came out and diagnosed the fridge. A week later another tech came out and replaced a part. Fridge still didn't work. I called the company and they sent out another tech... A week later. This tech said the compressor was bad and that they'd order another. A week later, the company called and said they were sending out another tech to check the last tech's work. Still diagnosed a bad compressor. So, they ordered a compressor.

Now, late January 2021, I still don't have a working refrigerator and the service company that sears contracts with what even bother giving me a call to update me. I've also had to buy a second refrigerator to put in my garage as no one can go 4 months without a fridge.

Product Model 795.73157.610
Serial No. 709KR00055

My Name is Moises Pimentel and I have been trying to get this washer resolved and replaced for over 4 months and now I'm approved for $650. And case# 7025513 authorization #8366-[protected] I have been trying to get to a payment manager to approve perches at a sears store have not yet spoken to any person/manager that is the time I have been on the phone since 10:00an and I'm hoping it will get resolved soon is there anything you can to resolve this issue?

Been without the dyer from April 2020. Keep getting the run around. A replacement was sent December 1, 2020 that did not fit on my Samsung washer. This is a 10 month nightmare! is sears going to resolve this or not? i paid for the extended warranty 2019/2020 and 2020/2021 with no replacement or reimbursement in sight. I call at least twice a week I'm placed on hold for hours and get no resolution when my call is finally answered!

Within a few months of purchasing and using my Kenmore Elite Washing machine I started to notice a little rust around the bleach dispenser. I called Sears and was told they did not cover rust. My machine is now rusted all around the rim and pieces of rust are dropping in the barrel and ruining our clothes. After researching, I find this is very common and definitely an issue with not only the Kenmore Elite, but with other related Kenmore washing machines. I think Kenmore should be responsible for recalling and refunding or replacing as it is obviously a defect. Thank you for anything that can be done and prevent this from continuing to happen.

January 12, 2021

My name is: Angela Brooks,
1760 Cranston Grove Dr.
Dickinson, TX 77539
[protected]

I purchased a complete appliance suite in February 2019 that included all Kenmore products: Stove, Refrigerator, Microwave, Dishwasher, Washer and Dryer. I also purchased the Master Protection Agreement on each product. My freezer door would not close so on December 14, 2020 I contacted the service department by online chat. I was told by the person I was chatting with that all I needed was a part that I could install myself. He said he would send it to me and it would take a week. I waited a week but did not get a part. In the meantime my refrigerator went warm and stop cooling and had a gas odor. On December 18, 2020 I called the customer service number and after being on hold 45 minutes I was given a service appointment to have my refrigerator checked by a service technician . On December 22, 2020 the service technician came out and completely took my refrigerator apart. He replaced the compressor and the coils and I am not sure what else. The repair man said refrigerator was also leaking oil. He spent about 4 hours repairing the refrigerator. When he was done he said the gas smell would be gone in 24 hours if I put coffee grinds in the refrigerator. I put in the coffee grinds and a box of baking soda on the December 22, 2020. (Today is January 12, 2021 and the gases are still in the refrigerator). I gave it a couple of days and called back, after 45 minutes on hold I was told I had to have another service appointment, which I did. On December 26, 2020 the service technician came back and told me that the gases would leave eventually. I ask how long do I wait and he said he did not know. I called the Protection Agreement Dept and was on hold for two hour and 30 minutes before I hung up. I gave it a few days and called the customer service number and stayed on hold for 30 minutes. I got another agent who told me I could not get a replacement refrigerator until I have had four service calls, so I got another service appointment. On December 30, 2020 the service man came in and said to me " I have been already", I said yes you have. He checked the refrigerator and determined that the refrigerator should be replaced. I called the Protection Agreement Department again (184 minutes on hold) and was told by a supervisor they would escalate my request to see if it can get approved. I would hear back in three days. Since no one called me I called again on December 7, 2021 (2 hours on hold) with no one answering. I had to hang up. I called again today January 12, 2021 (45 minutes on hold) and was first told by Eric I was approved to get a new refrigerator but I had to wait on hold until he filled out my paperwork. When Eric came by to the phone he told me I was not approved because the refrigerator just had a gas smell. He proceeded to tell me that I had to have another service technician come out to determine where the gas was coming from. So I will take off work again for the fourth time to have this refrigerator checked. I have lost all my food in my refrigerator and my freezer.

I have followed Sears Warranty Protection Agreement process as your customer service agents has instructed me with no resolution in almost a month. That is a month without a refrigerator and having to purchase bags and bags of ice for my ice chests. It also made it very difficult preparing a meal through the holiday season. I need some assistance as soon as possible. There has to be a better way help your customers when faced with a broken appliance. By the way I was told by one of your technician told me that I purchase a refrigerator that is one of the worst Sears sells. How do you think that made me feel knowing that this refrigerator has only last a little over a year and a half.

Please contact me for assistants with this matter.

I was scheduled a repair appointment today, January 11, 2021 between the hours of 8:00 a.m. and 12:00 p.m. I was told someone would call me when they were on their way.
I pay a good amount for the Sears appliance maintenance agreement.
At 12:15 I had not received a phone call, so I called their scheduling to check on my appointment. I was told no one was coming out because the technician they had lined up to come out does not work on my brand of washing machine, Samsung. So I asked to reschedule with someone that will service a Samsung washing machine. I was told I would have to talk to their "overflow" department, and she transferred me. I was on hold for 2 hours and 20 minutes to the "overflow" department!
The person I spoke to, with his broken English, told me there was no one in the area to service this machine. He was going to submit a ticket (I think he said) to another department that would do research for someone to repair the machine. I was told this other department would contact me within 24-72 hours with an answer. Because of the Covid virus it may take longer. Now be aware I have already been one week without my machine. If I don't hear back from this other department, I should call [protected] and ask about it. That's the same department that I was on hold for 2 hrs. 20 min. I don't look forward to calling.
My washing machine's tub (drum?) came loose from the wall I guess, and it just goes all crazy loose, clanking and bouncing etc.
I am very disappointed in Sears, We have been loyal customers for 53 years, buying most all our appliances, tools and tractors from there.
Any help anyone can give would be appreciated.

Margaret McDaniel
50864 Fawn Loop
La Pine, OR. 97739
97739
[protected]@yahoo.com

My TV was "serviced" on Oct 14, 2020. I was told they could not get the parts and finally on Dec 2, 2020 I was told I was approved for a replacement TV. It is Jan 8, 2021 and I still on hold trying to find out the $$ amount I am getting to buy a new tv. I have called Sears almost everyday since Nov 6, transferred from dept to dept. Too many details...not enough space to type!

Three year old refrigerator's compressor failed due to the known issue. Spoke with warranty department and they informed me that it would be $170 for diagnostic which could then be applied $450 for labor. I figured for $500 would last another 3-5 years and would allowing pricing and selection of pandemic inventory to recovery. When tech arrived he upon visual inspection diagnosed it as compressor (he did not plug it in) and told me the labor cost would be $900. I said no thank you and paid him the $170. Upon leaving he acknowledged even the replacement compressors were junk and that he had personally replaced the compressor in his own refrigerator 3 times and that his wife wanted it out of the house. Upon his departure called my credit card disputing the charge on the basis of unfair active and deceptive practice and had the charge reversed.

I called again and requested they order and ship the component directly to me so that I could install it myself and they said only a technician could place the order.

Not sure who wins the prize for being the worst here - LG, Sears or their Warranty services. All three have lost my business forever.

I had a follow up appointment on the 17 of dec. they said they would have the parts and be ready to fix my equipment. On the 16 I rec a email saying they didn't have the parts. And to call them them. I spoke with charlie? He said someone would call it in a hour to confirm that I would be getting new equipment. That call never happened. Lulura Nichols Ankomahene 641 Tyler st. Oak ca 94603. I call today 1/4 /2021 they told me there is a two plus hr wait. That's why I'm send this note

Been waiting for my refrigerator to be repaired since September. I have 6 of 7 parts only ti be told I have to wait until the last part come. After 2 months was told oh Mrs your entitled to a new product due to you waiting so long which was not true. Been rescheduled 4 times hung up after being on hold for over 2 hours several times. I have a tech coming tomorrow but dont have faith he is coming. The last part was a non functioning bracket so the canceled the part with hopes the system or an incompetent employees won't keep rescheduling my appointments. 5 months no refrigerator. Had to purchase a used small one to get my family by. Holidays ruined and not to mention the food loss well over $500. I should be entitled to a new refrigerator for what I have been put through. Life put on hold waiting for technician that were never coming.

Initial service appt was for routine maintenance on Sept. 3, 2020. Service was completed tech said all is well the next day machine stopped wringing out clothes completely and tub still had water. Tech came out couldn't figure out the problem went to truck made a call replaced the lid lock, still did not work another tech came the next day showed up with no notification replaced the same item and issue was not resolved. Was told that another part had to be ordered. Another tech showed up in October replaced a part which he said was a temporary fix. The washer sounds like it is going to explode during the cycles and tech states that it needs a part similar to ball bearings but has no idea about when the part will come. I have repeatedly called 365 Repair Service and no one returns any of my calls and the irony is that I live in the same town where the company is located. It is now the end of the year and the issue is not resolved and no one has reached out to me . The washer is also leaking. I would like a replacement washer as I have a 12 month old child in the home and can't use the washer without mopping up water and turning the dial to the drain and spin cycle after the wash cycle is completed because there is still water in the clothes and tub. I have never had any issues with the washer until I received my maintenance check up. I have repeatedly asked for supervisors but can't seem to get any assistance. I was told at one time that a supervisor would call me within 24-48 hours and NO ONE ever called me and I'm tired of chasing around to service a machine I paid for as well as the maintenance agreement that I paid for. I expect some resolution regarding my washer soon as this has been an ongoing issue since September. My cell number is [protected] which is my preferred mode as opposed to the landline [protected]. Thank you for your time ad assistance. My name is Evangeline Croix and the washer location is in Union, NJ and the Maintenance Agreement name is Carrie Isom. The washer was a gift from my mother in 2012 . Maintenance agreement contract [protected] 00013