Sears
Reviews and Complaints

My issue has been going on since August2020 with not a working fridge. then we determine it is a lemon and the techs who came to repair had no idea what they were doing to say the least they were rude and ignorant.! Finally get to order a fridge in October still waiting for delivery they have rexcheduled me 4 different times already. They have yet to credit my account for $169.44 which was a refund of the warranty on a fridge that I no longer have. Your customer service is NOT I get a better response from my dog than I do with Sears. I willl never again say anything nice or purchase anything from Sears again, glad you are out of business in Pittsburgh, for the way you treat your customers REALLY! I just want a fridge in my kitchen and it seems like I will have to take the matter into my own hands and purchase elsewhere! One more thing quit playing games with people calling in and you guys putting them on hold for 2 - 3 hours been there did that done that NO MORE!

I have had a Product service agreement on my sears water softener for about 17 years. I have been satisfied with the service all of this time until now. Each year I call to schedule and appointment to have the water softener serviced. It requires a replacement of a few parts that get worn and clogged. The Tech. person told me to make sure I had it serviced yearly because even though it will look like it is working ok it will not be softening the water as it should. This year I called just before Thanksgiving and was told there was no repair schedule available in my area. They told me I would get a call to schedule me in 48 to 72 hours. I waited almost two weeks and then called again. I got the same answer. I was told this time when a repair person was schedule to come to my area they would call and schedule and appointment. My contract runs out on January 3, 2021. I called again about 1 1/2 weeks and got the same story. Now I was getting worried because I want to renew the contract but not if Sears can't provide the service. On Dec 24, 2020 I got a call from Sears wanting me to renew my service agreement. I explained. the problem I was having and told him I wasn't going to renew the contract until I was sure I could get the service. He gave me a number to call. I called the number explained my problem and was told I had the wrong department and was transferred to another department. I repeated the same story and was again transferred. This happened 3 more times with the same responses. I finally asked for a supervisor. By that time I was "mad as hell" and when she told me that there was nothing they could do, that there wasn't a repair person available but gave me no clue as to what Sears was going to do. She told me to call Sears contract department to see If I could hire a local repair person and have Sears pay for it. I told her I don't know anyone in our area that works on Water Softeners and It should be Sears job to find a repair service. All I am suppose to do is call 1-800-4-MY-HOME to get the service I had paid for. I blew up and didn't talk very professional. And I probably deserved her hanging up on me. I have given up trying to get someone to do something about servicing my water softener. But since Sears is still trying to sell Product service agreements on water softeners in my area where they are unable to repair them I will file a complaint with the Consumer Protection Agency in the NYS Attorney General's Office. My contract certificate number is [protected]. I will hold off on my complaint to the Attorney General for 1 week in order to give Sears a chance to make me whole by either servicing my product or returning my payment.

A week or so before nov 24/2020 my microwave stopped working. I called sears (I have a maintenance agreement-793644400175) and a tech came. He only took pictures and sent them to his boss. After approx 14 days not hearing from sears I called and was told that the tech was from premier services and that his boss a lady possibly id as vicky said it was my fault. I tried to call her but she refused to take my call. Then sears or premier services made an appointment for me while I was at a cancer dr. In south carolina, so I drove 725 miles to keep this appointment which I was not aware of which if I recall was made for me on dec 21. (by sears) on that day I waited for sears to come and they nor premier services ever showed up and did noty me and have the brains to call me, so I drove 725 miles for nothing. Finally after new contacts with sears I have an appointment time today dec 21 between 1-5pm (hope they show up) in my numerous contacts I suggested that the tech open the microwave and examine the wires as result of my training as an electrician. I have filed a complaint with the bbb and business consumer alliance-1-800-834-1119 not to mention contacting a dear friend who is an associate editor of a large ny newspaper and requesting he do a negative story about this episode (hope it will not be necessary)
I also contacted chicago to file a complaint and will follow up with an e mail to smsupport and compose a letter and send it to 3333 beverly rd, hoffman estates, il 60179. Finally I have been a sears faithful customer for over 50yrs and unless this problem is resolved I will never buy another kenmore product and I will always bad mouth sears. What a terrible way to treat a disabled vet with one leg who fought in nam.
Anthony cappitelli
94 southgate circle
massapequa park, ny 11762
[protected]-land line
[protected]-cell

I called for a repair to my Kenmore refrigerator on December 7, 2020. The next available appointment time is January 7, 2021. My refrigerator is freezing up and causing the middle drawer to remain open. Therefore, I cannot trust that the food is remaining fresh. I have been told that they will try to expedite the repair order and would call me in 2-3 days. That has not happened and I have called nearly daily since. I am on hold most recently for ONE HOUR AND 50 MINUTES! I finally hung up and later tried again and was informed the average wait time was 210 minutes!. (3.5 hours, really?)

Seriously, is anyone working? I have paid for my Master Protection Agreement plan for 6 years (since 2015) faithfully for a total out of pocket of $2, 268!

I too have been rerouted and never had another human pick up the phone. I have tried to get on the agreement benefits website, but there is no way to sign on with a new or existing account.

PLEASE TELL ME HOW YOU WOULD ENJOY THIS EXPERIENCE.

I WILL NEVER BUY ANOTHER PRODUCT OR AGREEMENT AGAIN! AND I WILL DO MY BEST TO INFLUENCE EVERYONE ELSE I KNOW.

Sears took 30 days to get a service technician to my house to troubleshoot a leak on my 5 year old KENMORE REFRIGERATOR. The Tech was not able to find the leak order condenser, heat exchanger, and mother board. 30 days later he came back and changed the parts out. Refrigerator leaked within a day and half. I called sears to have the service technician return to my house fix the unit which took another 30 days. He was not able to repair the leak and said the refrigerator non-repairable. Sear has not returned any calls since. So in short I'm out $49.99 a month and service call fee of $149.00 for the initial visit. In total $750.00 with a broken Kenmore refrigerator.

This is the second time in 3 1/2 yrs that the compressor has broke down causing food loss. On 11-08-2020 refrigerator quit working for the second time bad compressor. Called Sears and service tech was a no show on 11-10-2020. Rescheduled for 11-13-2020 and service tech had to order new parts and compressor. One week delay. Filed food loss claim per protection agreement. 11-24-2020 Repair company RR Appliance called and stated that tech examined replacement parts and found them damaged, parts had to be reordered. [protected] service Tech came examined and declared refrigerator not repairable due to previous tech cutting compressor lines to short, new lines could not be welded in, stated one to two days Sears will contact me and replace the refrigerator per protection agreement. No contact from Sears received. On 12-08-2020 called RR Appliance repair service and was told that Sears Rep. Mike Hodges had sent an e-mail stating that this claim was being processed. Called Sears warranty dept. [protected] option #1 and was told by rep. that there was no claim notes for replacement of the refrigerator and I was to call back again and was given food loss claim #6968762 (being processed) Not given any claim number for the refrigerator. Called Sears on 12-10-2020 and was told that the Sears computer portal has been down for over two weeks and no claims have been processed. I was given case ID #6990500 for reference and told to call back in one week. At this point I have been on hold with Sears for one month for over 10 hrs. attempting to resolve this claim. On 12-16-2020 called Sears again was advised that the Sears computer portal had just opened and a authorization number 7435-[protected] has been issued this claim is being processed. On this same date 12-16-2020 called Sears regarding my food loss claim and was told the wait time for a rep. was over 1 1/2 hrs. I elected for a call back at which time 5:15PM received from rep. Rolando in Mexico City. I had to go over entire scenario in detail at which time he told me that the food loss claim has been denied. After a brief argument he told me he would have to call RR Appliance repair to verify my facts. By this time RR Appliance shop was closed. He told be call back to Sears Protection Agreement Dept. at [protected] the following day to resolve the food loss claim. On [protected] called Sears same wait time recorded message. I opted for a call back, as of this time 1:30 PM have not received a call back. It has been over one month that we have been without a refrigerator or any contact from Sears to resolve this matter/claim. We request a replacement of the refrigerator and a personal contact from a Sears Rep. who has the authorization to resolve both claims as we have been without a refrigerator for over one month.

We purchased the master protection agreement on our Kenmore dishwasher in 2014 along with all of our appliances 7 to be exact. I have had nothing but problems with the dishwasher and I have a case to get a replacement as it was told by the service person that worked on it said that it needed to be replaced. We just paid $800 for another year on this Agreement for all our appliances again. They will not help me in getting this resolved. I have been doing this since August calling all the time and waiting on hold for hours on end. I finally spoke to a few people and my case has been opened and now they say they have not made a decision yet. I want this matter solved and for them to honor this protection plan and do not know who to turn to. I am so hoping you will help me or advise me as what to do next. I just want a new dishwasher and move on. My case#6954046, number to call is [protected]. Thank you for your time, Lynette Gonzales. You can reach me at [protected]@cox.net or [protected].

Repairman came out for service on 10/13/2020. Freezer needs repair or replacement. I was told for Master Protection Agreements I had to call [protected] for any status. I've called twice, 12/11/2020 and 12/15/2020, and been on hold each time for 2.5 hours. No one ever answers this number. I've talked to other Customer Service Reps and they won't answer any questions. Master Protection Contract [protected].

good morning
we bought a refrigerator, about 3 years a go, and had a problem, with the ice maker since than .We had sears came, more than 8 times to fix it. All parts were replaced but is still didn't work .On December 3 someone came here here twice, but still couldn't get it to work.
Since we have the warranty, we would like to replace our fridge with a new one. I was given the phone number:[protected], but couldn't get a hold of anyone. I was on hold more than 45 minutes with no answer. I called sears customer service, and I was give this email address: [protected]@searshc.com, it doesn't doesn't seem to be correct.
Please, i really appreciate if someone can help me out.
KEMORE-M2537034341A--Serial:4A62601270
Thank you
Lucineia Bridge --[protected]/[protected]

Date of incident 12/8/2020. The washer turned on and did a wash cycle, during rinse and spin the washer would shut off, and not complete the drain cycle. We call to request a service tech to come to fix it. The service tech name cory, from sears, came to service our washer, after approximately 1.5hr of him "repairing" the washer he stated the outlet had a shortage and that that was why the washer was not completing the cycle and that it needed to be repaired. I suggested trying to plug the washer into another outlet to make sure. He said he could not do that.. (why not?) he then processed to tell me he had another call and he immediately walked out the door and left. I went to check on the washer and it will not even turn on now! The washer is completely shut down.. It will not turn on or do anything. Before the service technician came the washer was working and would only shut off during the rinse/drain cycle, now it's not even working. We have requested another service request to which I am now furious because my washer is not even turning on. Desirable resolution, send a tech back out who is knowledgeable and can fix it! Asap.

Long story short. Have dishwasher, it has been looked at numerous times to find out it needs to be replaced. We have been paying on our master protection agreement since 2014! I have been through hell trying to get my new dishwasher to no help at all. Endless hours on hold to speak to anyone and they keep telling me my case has not been decided yet. This has been going on since august. I am now trying to get a program on television to look at this as I have seen so many cases like mine. Dateline is interested in this as perhaps a good show on fraud. I am hoping someone in this country will be able to help me. I would be happy for a refund so I can just go get another one and get my money back from this years renewal for this worthless plan. We have 7 appliances that we purchased from sears and have this plan, thousands of dollars. Still waiting for a part for my microwave since the summer. Wow, not sure what to do as I have problems with all of these sears appliances. Thank you for your time.

Lynette

I called to have my washer repaired, after they checked it out, it was determined it was too costly to repair and I was given a 900.00 amount toward a new one. Was told I had to go to sears.com. pick one out it put hargeon my sears charge and they would credit me 900.00 in 7 to 10days. No credit yet! Help

On 11/28 I ordered a part through Sears and cancelled it within 30 minutes of ordering, or so I thought. I spoke to a customer service agent and she confirmed that it was cancelled. Monday I received an email saying my order was received and I was charged for the part. On 11/30 I contacted customer service asking that the part be cancelled. On 12/3 I contacted customer service AGAIN asking when my refund would be processed and I was told that my refund would be escalated and that I would be called by the end of the day. I was not called. I called again on 12/4 and was told that it would take up to two weeks to receive a refund and that there was no way to contact the refund department directly. I then explained that the refund had already been escalated and the response was that I would receive a phone call by the end of today.

I have a Kenmore Gas Dryer I bought last year and it is 15 months old. The paint/finish on the inside of the drum is flaking off. I called Sear repair and they told me it's out of warranty and will cost me $120 for diagnostic and $185 for new drum = $300. I spent $600 on the dryer last year. This is a defective drum and should be covered regardless of the "1 year warranty".
Attached are 3 pictures of the same spot. It is approximately 2" square and looks like it will continue to flake off.

I am sad to say I am not a happy customer. When the first tec came out he said I need a control board and a water valve, for a cost of $800 ish. So he ordered the parts and when they can in I scheduled an appointment to come back out. When that tec reviewed what my problem was, he said its not the control board and did not sound like the water valued. He said more than likely it was the ice maker unit. He did not have an ice maker unit to try, so he installed the water valve. That night the ice tray was full of water gain. Same problem we were trying to fix.
So, I logged in to the new warranty company, which I purchased during this problem, to only find I had to wait 30 days for any help.
So, I ordered an ice maker unit from Amazon for $99 (Samsung OEM by Samsung) put it in myself and all of my problems were solved.
Facts: Sears was not able to fix my Ice Maker Problem. I now have a $49 a month warranty program for a year requirement.

I would like my credit card to be credited for the charges to attempt to fix my ice maker. $500 ish
I will keep the warranty

Steve Ramsey - [protected]
26211 Crossland
Cypress, TX 77433

Good morning I was sent an email to leave a non-line review (which I did not leave a bad review) so I am reaching out to you for my credit of $500 ish

I am sad to say I am not a happy customer. When the first tec came out he said I need a control board and a water valve, for a cost of $800 ish. So he ordered the parts and when they can in I scheduled an appointment to come back out. When that tec reviewed what my problem was, he said its not the control board and did not sound like the water valued. He said more than likely it was the ice maker unit. He did not have an ice maker unit to try, so he installed the water valve. That night the ice tray was full of water gain. Same problem we were trying to fix.
So, I logged in to the new warranty company, which I purchased during this problem, to only find I had to wait 30 days for any help.
So, I ordered an ice maker unit from Amazon for $99 (Samsung OEM by Samsung) put it in myself and all of my problems were solved.
Facts: Sears was not able to fix my Ice Maker Problem. I now have a $49 a month warranty program for a year requirement.

I would like my credit card to be credited for the charges to attempt to fix my ice maker. $500 ish

Steve Ramsey - [protected]
26211 Crossland
Cypress, TX 77433
Service date:
10/27/2020
Brand & Product:
SAMSUNG REFRIGERATOR, BOTTOM FRZR
Service Order Number:
[protected]
Service Unit Number:
0008107

COST INFORMATION

PARTS
Part Name Refrigerator Electronic Control Board
Status
Quantity 1
Cost $0.00
Part Name Refrigerator Water Inlet Valve
Status Installed
Quantity 1
Cost $177.12
Parts Cost $177.12
Tax (State) $14.61
Coupon $0.00
Parts discounts
Coupon 50.0%
Total Parts Cost $191.73
LABOR
Labor Cost $412.75
Diagnostic Fee Applied
Coupon $150.00
Tax on Labor (state) $21.68
Labor discounts
Coupon 50.0%
Total Labor $284.43
TOTALS
Part Total $191.73
Labor Total $284.43
Grand total $476.16

PAYMENTS
Pre-Paid Amount $515.01
Total Amount Collected Today $0.00
Amount Not Paid $0.00

APPLIANCE INFORMATION
Merchandise REFRIGERATOR, BOTTOM FRZR
Brand Name SAMSUNG
Model Number RFG238AARS
Serial Number C29843AD701004R
Service Requested Repair
CUSTOMER INFORMATION
STEVEN RAMSEY
26211 CROSSLAND PARK LN
CYPRESS TX 77433
[protected]
[protected]@GMAIL.com

I have been trying to get my furnace fixed since November 9th, 2020. I have called or been transferred to at least 25 different phone numbers.. some of them more than once. After several days, and calls on hold or transferred, MPA Benefits Dept. transfers me to HVAC. HVAC transfers me to HVAC Schedule team.. only to be told that MPA Benefits will have to help me as they do not have any technicians (or appointments) available for the foreseeable future.

I have a 3rd party technician that lives 2 miles from me who is willing to fix the furnace.. all I need to know is HOW either He gets paid, or I get reimbursed. I've been told I need an Approval Code, but there apparently is no department that actually handles that, as I keep getting put on a merry-go-round of "You need to contact xxxx, and I'll transfer you so your issue will be guaranteed to be resolved"

I called 1-800-479-5899 to try to get some resolution. The first person I talked to hung up on me. I called again and the next person offered to transfer me to the MPA Dept. where they would DEFINITELY be able to help me. After I told them I had talked to them several times already, they also hung up.

It has now been 14 days and 20+ hours on the phone and I'm still on hold. I have been a Sears Customer since 1958. I have had a Master Protection Agreement on my furnace since 1989.. and have had it serviced MANY times during this time.

Please contact me at [protected] or email [protected]@comcast.net with a resolution.

I ordered a dishwasher (Frigidaire Gallery FGID2466QF 24"Built-In Dishwasher - Stainless Steel) on July 21st, 2020. I was told delivery would be August 26th.

Around August 26th I was informed that the delivery was delayed a month. When I called to confirm, I said that was fine, but how would I be sure that in a month, the delivery would not be delayed indefinitely. I was assured that the dishwasher would be delivered September 25th, 2020.

September 25th came, and I called because I did not receive a call scheduling delivery. Customer service stated that delivery was now scheduled for October 30th, and it would definitely be delivered then. Instead of waiting yet another month, I cancelled the order and was told I would see a refund in 7-10 business days.

Realizing I had not seen the refund, I called again around October 13th. I was told the reason I was not receiving the refund was because I had cancelled the dishwasher order, and not the delivery. After reasoning with the customer service representative that when one cancels the order for a dishwasher, that includes delivery and all the parts and delivery, I was told I was right and I would see a refund in 30 days.

I called again November 13th, when no refund was issued to my card. I was told I would be emailed with confirmation the refund was processed. Promptly thereafter, I received an email stating,"Dear Kathleen,

Thank you for shopping at sears.com.

In regards to your cancellation request for the order#906593423, please be inform that we are unable to cancel the order as its already shipped out and scheduled delivery on 10/30/2020. Please contact our Home Delivery department at 1-800-732-7747 for further assistance.

Thank you,
George P

Sears Member Services"I called online sales again. This call was particularly long, in which I was transferred multiple times between the delivery department and the online sales department, lasting an hour and 37 minutes including hold times. I was told by online sales that they could not process the refund and that I had to speak with the delivery team. I was transferred to the delivery team, and they stated it shows that the delivery was not cancelled, that there was no information on the delivery, and that I had to talk to online sales. I asked that they cancel the delivery because there was nothing to deliver, since the dishwasher order was cancelled. I informed her online sales had transferred me to delivery, and instead of transferring me back to online sales, could we please conference us all together to resolve the issue ASAP. She told me to hold on, and transferred me to online sales (without her on the call). When I talked to the next online sales representative, he said I would get an email and asked for 3 more business days to see the status. He gave me a phone number to call back if I did not hear back (1-888-507-9312). He stated that the installation team needed to cancel the delivery. I asked how that would happen, and he transferred me to a representative called"Jonathon" from the installation team. He said that the installation was cancelled last Friday and I would see a refund on November 20th.

November 20th came and went and still no refund. This morning (11.23) I spent over an hour on the phone. First, I called the provided number. He stated he could not process the refund as they were the repair department. He said he could see the order was cancelled and that is all he could say. Then he transferred me, to which an automated messaging system had me at a dead end, so I called back the original number I had used on 11/13. I talked to online sales again, and he said the funds were released on October 30th, and to check my credit card that I had not received an refund. I checked my credit card and confirmed there was no refund. I was told the online sales department would check in more on the matter by communicating with the warehouse and delivery department, and that the delivery department would call me in 24-72 hours to resolve the matter.

That brings us to now.

After hours on the phone, given the run around and told conflicting information, I am growing more and more frustrated with sears. the bottom line was that I ordered a product, did not receive it, and cancelled the order. Due to processing issues on sears end, I sat through hours of phone calls while sears tries to figure out why their records are inconsistent. The only way this problem can be resolved is if I see my full refund promptly.

Two service calls and 92. + 75. For fees and the washer is still under warranty. When service guy comes out nothing done just says it is under factory warranty and someone will get back to me. 20 days later and still nothing. Then when I call again the wait is long and the line from their end isn't clear but they want me to call them back. They aren't allowed to call me back. All I want is for sears to get my washer working again. Definitely am disappointed in this service. I have also a home warranty I pay 49.99 per month for. Surely someone can handle this repair.

We bought this from the Hometown store in Camden AR in March 2020; the drain pump went out 2 weeks ago so they sent a repairman that was unable to fix because he didn't have the part with him. He ordered a part and told me to call sears when I got it to schedule repair. I did and it was sent up for day before Thanksgiving but then my husband received a text to contact about the appointment so I called and was told I could reschedule for the 21 which is this Saturday. I agreed and today my husband received another text to call about scheduled appointment and now they cannot get a repairman here until January 8, 2021! I am more than livid! This machine is under warranty and it is not acceptable, COVID or not, that we have to wait until January! Both he and I have had Sears accounts for well over 30 years and I expect better service! If we don't get immediate help and response, I can guarantee we will NOT purchase another item from Sears!