Sears
Reviews and Complaints

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!

My oven has been broken since you first came out on August 12th. The parts were ordered and then cancelled. Another repair tech came out on October 15th and reordered the parts. I still have not been given any status update and have called numerous times. All they say is the parts are on backorder. The one time I was told my case would be looked into and someone would get back to me in 72 hours, no one did.
My last call today 11/17/20 to the repair department the gentleman could not help and said I could not speak to a supervisor but someone could call me back. He said he could cancel my order and I said I have been waiting such a long time and already paid so much money that I didn't want to have to fight for all money back. He began to tell me the money which would not be returned. When I asked to speak to anyone else he put me on hold for 15 minutes until I hung up.
No one can help me, I have been told repeatedly that the parts are being ordered and they do not know the date they will be delivered.
4 months of waiting to hear from you guys and going through the inconvenience of placing a second order and not have an oven is beyond frustrating. Everyone I speak to is following a script and can only assist so much. Why can't the company give you answers? It is like you are talking to a machine and not a person.

I do not want to wait again just to find out you will cancel the part again. If the part is not available I want a full refund, including your non refundable portion for making me wait so long and the extreme inconvenience of Having to follow up on your service to such an extent.

I would also like to know where I can call to make them aware of my complaint.

I called for service on sept. 28th for the ice maker with the water in the door does not work. I finally got a repair man over on oct. 28th and he said the main board was broken and he needed to order two parts and they should be in shortly and he would come back and fix the refrigerator. I waited till the 2nd week of nov. And I was informed the parts were not available where sears gets their parts so they were going to cal all over to try and get the parts. I asked if someone could just come over and shut this loud noise off because it is running every 5 minutes day and night. It is very annoying and keeping us up all night. They said if they try to shut the noise the whole fridge would shut off and. I would lose a lot of food and freezer food. So I finally got the parts yesterday 11/14/20 and called and told them I got the parts and the first appointment would be no. 20th. So I got all set to have it fixed and now they email me to say the 1st date that is available is dec. 8th. I have paid $700.00 for this service protection and it is not worth it. I have been getting the run around for two months, I call they put me on hold or transfer to another dept. And after I hang on for over an hour the phone gets discounted. I spoke yesterday to a man named juan who assured a supervisor would call me back with two hours and I never got a call. If this isn't taken care of I am getting a lawyer and sue sears protection plan for false information and the last e-mail sent to me said I would have a service man here between 1 and 5 on nov. 20th before thanksgiving and if that doesn't happen then I will start legal procedures. Sorry, but I paid for protection agreement and I haven't gotten anything out of this insurance. I had this agreement since 2015 on all of my sears appliances. Waiting to hear from you soon as to what is going to happen. Sally novak, 21 morris ave., trumbull, ct. 06611
E-mail [protected]@charter.net

Model # 795.74023.410
SN:408KR01252
2015 Jan 03 - Purchased
2015 Jan 2020 - Installed
2020 Oct 19 - Freezer thawed its contents, ice maker thawed causing water on kitchen floor-lost all frozen and fresh foods
2020 Oct 21 - Burton's MotherLode Appliance Center Technician Diagnosed Linear Compressor failed
2020 Nov 04 - Burton's MotherLode Appliance Center Technician replaced Linear Compressor
2020 Nov 05 - Contacted Sears Customer Care Center to process reimbursement for Parts TCA38151706 and was transferred to several
Users Care Manual, Page 3, Kenmore Elite 10 Year Limited Warranty on Linear Compressor states "is warranted against any defects in material or workmanship. Case 6953728/Denied without asking for info/UNACCEPTABLE! Sears Voice Mail Prompts are not Customer Friendly in the Complaint Arena

We have a dishwasher that was not cleaning the dishes so contacted your support in early Sept and was told that it needed service and they scheduled repair with a 3rd party (RR Appliances).

Please see summary of events

Issue: Dishwasher was not cleaning properly some of the dishes for the last 3 months. Despite using vinegar, cleaners etc on a weekly basis. Otherwise the dishwasher was working fine.

1/ Initial 3rd party appt. (RR Appliances) Sept 18th. Was told one time by Sears but the tech arrived at another time/late. Said we needed the motor repaired and said that they would call us when the part arrived.

2/ RR Appliances did not call us back and I had to follow up with them.

3/ October 5th came to replace the motor. During the install scratched our marble. That night when we ran the dishwasher water collected at the end of the cycle. And the cycle did not complete.

4/ Called RR Appliances several times and the technician about both problems (Scratched floor and dishwasher not working) and no-one called me back.

5/ Called Sears and told them the problem. They initially said that RR appliance had not closed our tickets so they could not do anything. After several calls they sent an email to another department to get the ticket closed.

6/ Called Sears again as no-one called me back for over 1 week. Told them that I did not want the same company to do my service as they have made our dishwasher worse than before. Was told they would reach out to another department who would find us another repair company.

7/ Sears did not call me back for over 8 days. I called back and tried to speak with a supervisor told I could not do that. I accepted the appointment with RR Applicance as did not see any option.

8/ Appointment was set up for 10/29. Was confirmed on text etc. The day before I was called by RR Appliance and told the appointment could not be on that day but moved me to 11/12. I asked to speak with a supervisor so I could speak with them about the scratches on our floor and also the issues I had been having after their repair. They told me someone would call me back.

9/ No one called me so I called back RR Appliance. Now I was told that they no longer service our area and that I should contact Sears.

10/ I called Sears 4 times to try and speak with a supervisor but kept getting transferring to different departments and told someone would call me. No-one has called me. The agents still say that they only have RR Appliance to do the service and they have tried to connect me to a department that can find a Sears tech but have not been able to do anything.

Problem now: I have an intermittently non-functional Bosch that stops prematurely, leaves water at the bottom at the end of the cycles. Also have scratched marble floor from the last service call. Also appears that there is no repair company in our area to continue the service.

I purchased a Kenmore HE low water washer in 2015 from Sears and within one year the paint on the interior of the lid and the loading area began to bubble. Now the paint is just peeling right off. The warranty doesn't cover cosmetics which this is considered. The paint is not baked enamel on as done with appliances of the past. It seems to be more of a spray on job.

I purchased a washer and dryer set on August 1st of this year and was told at the time that delivery would be on or before 8/28 2020. When the delivery date arrived the dryer arrived but the washer was extended out another week. Since then I have been promised numerous delivery dates. It has been pushed back at least 6 times. I bought this as a set and could well have purchased it else where and had same day delivery. Again today it was to be on the truck and again after no phone call so I stopped in my local sears just to be told it had been pushed out yet again. I tried calling customer service and after not being able to contact anyone that could help me, I called the corporate offices. I got an operator who said nobody was available and immediately hung up on me without even a chance to explain what I was calling about. I bought from Sears thinking that I was helping out a struggling American company but at this point all I want is a refund for both the washer and dryer as they were bought as set and to go else where to by a set that I actually get. I understand that Covid-19 has affected everyone and that at times things may hit a snag but Sears should have said that they were having problems with Order fulfillment so I could have had the opportunity to buy else where.

AccountCare has been charging me without me ever signing up for such services. I have been calling them since 9/11/20 trying to cancel their services. I have received two cancellation confirmation numbers and now there's been charges to my account because it wasn't cancelled correctly the first time and since the account is 'past due, ' I have been charged again for late fees. I have called on 9/11, 9/29, 10/6, 10/23 with each person stating that my case would be "escalated" and someone will call me in 24-48 hours. No one ever calls and all I get is the same letter after every time I call stating my request is under review and to allow 30 days. It's been almost two months and I still don't have my refund onto my account and now my credit is most likely going to be impacted by their inability to cancel and refund me in a timely manner.

9/24/20 WASHER
! ! Service order #40810324
! ! Service unit # 0007323
! ! Order # 000732340810324
! ! FOR: hose and clamp
10/2/20! WASHER
order # 000732340811967
10/9/20!
My sister, Jennifer Gau Marr, was killed in a tragic accident on Telegraph Road in St. Louis MO. (Lead news story in St. Louis. You can easily confirm this detail). She was a single mom of three young children (ages 15, 13, 10). I am now their Legal Guardian and they are living in my home, along with myself, my husband, and my own children. Eight people and 8 peoples laundry.
10/10/20! WASHER
order #000732340811967
10/13/20! WASHER
! !
Technician out today. He tightened some things on the hose, and ordered one part.He then tied a towel around the hose to see if it was in fact leaking. He stated that if the towel DID get wet, he would need to order an additional part. The technician left my home, and said that he had rescheduled me for the SAME DAY. He said he would call me later that day to check in and see if the towel was wet or not. The technician did call me as he said he would. The towel was SOAKED, and I informed him of that. He said that when he left my home that morning, he had left the order OPEN. But for some reason, he now could not get the OPEN order to come back up. He kept me on the phone and immediately opened a new order. He did NOT need to come back to the house for this new order, but simply ordered the pump to be sent to the house.
10/20/20 WASHER
2 ordered parts arrive at my home.
10/28/20 WASHER
Appointment for today with a 12pm-4pm arrival window.
10/28/20! WASHER
I received a text message at 2:40 pm stating that my appointment had been rescheduled for 11/11/20.
11/2/20 WASHER
I was told that I am not eligible to have a replacement washer pushed through. Reason I was given: I have not had enough separate work orders on the washer in the past 12 months. I was also told that my november 11, 2020 appointment had been canceled. This despite the fact that I had received a text back on 10/28 about this new appointment, and had not received any additional text to state otherwise. The representative on the phone told me that now, the next available appointment was for 11/12/20. I took that appointment. I received a text saying that the appointment was scheduled.
The representative then stated that the system would not accept the 11/12/20 appointment. The representative offered me the next available appointment, being 11/13/20, with an arrival window of 7am-11am. I asked if this appointment was confirmed. I was told that yes, it was. I asked that a notation be made requesting I be the first call of the day.
The represent agreed to make that note.
I asked to speak to this persons supervisor. She insisted that she had no supervisor, that she was the supervisor, that there was absolutely no one above her. I told her I found it hard to believe that the person taking my call today was the top of the ladder. She again insisted that there was no one above her in her entire department. Summary of 3 hour call on 11/2/20 (this time includes 2 1/2 hours on spent on hold) I first asked that a replacement order be pushed through. That request she told me was not possible and was denied. I then asked that a technician be dispatched to install the 2 parts that have been sitting at my home since 10/20/20 today or tomorrow. That she told me was not possible. I that asked that I be reimbursed for the laundry expenses I have incurred and will continue to incur until 11/13/20 for laundry for my now household of eight. She told be she would get me a check for $50.00. The maximum amount allowed for reimbursement.

The dishwasher that I purchased in May 2019 quit working in early August 2020. I was able to schedule a repair. The repairman ordered parts on 8/18, but the parts that arrived were the wrong ones according to the repairman. Parts were reordered but are not available. Since a protection agreement was purchased, I have tried calling SEARS protection agreement department since August. I stay on hold for hours listening to jazz music only to be transferred again and again. My protection agreement states that a new dishwasher will be furnished if it cannot be repaired, but it is impossible to reach anyone about it. It is now October 30, 2020 and I do not have a dishwasher! It is obvious to me that the protection agreement is a SCAM!

My washer was out of service since April of 2020 I was promise a replacement and they keep delaying the delivery date I get a recording every week promising a delivery and its causing me a fortune going to the laundry mat because I don't have a washer machine that I'm still paying for and it is now going into November It started in Aril of 2020 they told me that it will be delivered at the end of July but I got a message to call them and I did that's when they told me it will be delivered in two weeks after the two weeks they called and said it will be another two weeks so after that two weeks I got a called that there was another delay but it will definitely be the next week after that it kept going and going and I still don't have a washing machine

My name is Mike Dawson, I live in Vashon, WA, my phone number is [protected]. I purchased my Sears gas range in 2004 and have maintained a service agreement on this appliance for all this time. On September 15th the oven stopped working because the computer driven control unit stopped working properly. I worked with their on phone diagnostics folks twice with no resolution, so they scheduled an appointment for in home service on September 30th. They cancelled that appointment and rescheduled for October 23rd (today). I called in late in the appointment window to be told the appointment was cancelled and to reschedule. I did so and their first available time was on November 27th. Since they are apparently not able to repair the range in a reasonable time frame, I would like them to do one of 2 things: replace the range with a new comparable one, or refund ALL of the money that I have given them starting in 2004 for this service agreement. The Sears Order Number for this repair is [protected]. I know that there are issues these days due to Covid but this is not OK. I have just spent an hour and 33 minutes on hold for their "Protection Agreement Team", and they just disconnected the call without speaking to me.
According to my appointment e-mail: "Sears Home Services is a Transform Holdco business. 3333 Beverly Road, Hoffman Estates, IL 60179"

On Friday morning at 6am (10/10/20), we woke up to all our smoke alarms going off.
At first I thought it was some false alarm or someone left something cooking too long, but when I got to the kitchen, it was filled with smoke and impossible to breathe in. I saw a huge fire underneath the sink, and water spraying all over the place. I quickly opened the door to get some air, took a few deep breaths and went back in; I grabbed the fire extinguisher that we always have hanging on the wall, and fortunately never had to use, pulled the pin out and approached the fire. I then let loose the fire extinguisher and managed to put out most of the flames, but had to run outside to get some more breaths.
I came back in, and saw there was still some fire and electrical zapping sounds coming out from underneath the dishwasher (Kenmore Elite Model 665.1474), I sprayed the extinguisher some more directly underneath the dishwasher, and it put out the remaining flames.
However, the water was still spraying, and I could also feel electricity coming from the floor, as I was barefoot. At that point I went to the basement and turned off the water feed to the house and the breaker to the kitchen. When I went back to the kitchen, I opened all the windows, let the smoke out and cleared out the mess under the sink.
I found underneath the dishwasher melted plastic, and what looked like a fried control box. All the cleansers, dishsoap and washer pod containers and basins were all melted and burned. I took pictures at that point.
It was very scary for a time there, and had I not caught it in time, the fire would have spread to the whole house.
I bought the dishwasher from Sears about two years ago, and it never had a problem, but all of a sudden this happened. I am going to try to call them and see what they can do, as even though it is out of warranty, this is something far beyond a simple malfunction, but property and life threatening.
I hope I have more success than the OP of this thread.

I have dealt with sears master plan waranty for over 10 years and pay my fee every year at renewal time. I have been trying to get a sharp tv repaired and cannot get the appointment for this service. They tell me that they will call me in 24 hrs and set the appointment, however I never get the call — I have been trying to get this appointment since march 2020. I paid a rather large renewal fee and I am not receiving service and wish to get this corrected asap before I hire a attorney to work for me and charge sears with deceptive business practice — thank you, sincerely, jean lewis [protected]

On October 1, we woke up to a burning smell and realized it was the Kenmore Refrigerator that was burning up, I unplugged the unit and noticed a big globs of black tar like goop all over the wood floor and open the back cover and saw the compressor had the same black tar like goop all over the base of the fridge and all over the compressor. I quickly disconnected the compressor, all of or food was ruined, we have a home daycare and so we had no food for the daycare.

My KitchenAid Dishwasher is covered by Sears Protection Plan agreement. I called Sears for my KitchenAid Dishwasher repair on Aug 7th 2020. Sears technician came for repair on Aug 15th and placed order for some parts. After the parts arrived, Sears technician came back for second time on Sept 10th. Sears technician ordered for few more parts again the second time. After this, I have not heard from Sears. I called Sears Protection Agreement Plan number on Oct 2nd, they asked me to check back on Oct 6th. I called Sears Protection Agreement Plan number on Oct 6th and they opened a case number and asked me to check back after 4 business days. I called Sears Protection Agreement Plan number back again after 4 business days on Oct 12th and provided the case number 6918264. This time the Sears Protection Agreement Plan representative is telling me that I have to wait for 90 days for the parts to arrive. I asked him to call his Supervisor and connect me with him, the representative says he is working from home and cannot call his Supervisor and he hung up on me when I asked his name. It is been 66 days since I called Sears for Dishwasher repair, the Dishwasher has not been repaired yet and have been asked to wait 90 days for the ordered parts to arrive. They should be replacing the Dishwasher if they are not getting the parts by 20-23 days. What sort of service is this? I am into the third month, still waiting for the Dishwasher to be repaired.

On September 20th my refrigerator stopped working. But knowing that I purchased an additional warranty made me feel less stressed with my situation. This happened on a Saturday afternoon I called on Monday and was able to get an appointment for a technician to come out the next day! When I made my appointment they asked me what was wrong with it. I figured the tech would come to at least try to fix it. But he came and basically just diagnosed and told me that the $2500 Kenmore refrigerator I bought from Sears 2 years ago was not a good one because all the parts are LG and LG is the worst. I wish I would have been given that information at the time Of my purchase. The tech. Said he would put in the order for the 5 necessary parts for my refrigerator. He had no parts in his van, he said it could take up to 1-2 week for me to receive the parts they would be delivered to my home! He scheduled my next appointment for Oct 7th, two weeks later.
I had to borrow a small refrigerator from my neighbor. My child's milk and my moms medication was my main concern.

My parts came in earlier than expected, I called customer service and let them know I was given an earlier appointment for 4 days before October 7th.
At that time I should have been told about the food loss reimbursement I was entitled to because I had the master warranty protection plan. But customer service failed to inform me of my benefit. The technician was supposed to be here from 10 AM to 2 PM since he didn't show up at 2 PM I called customer service and told them technician was not here yet they had a note that he was running late and would be here from 3 to 4 PM. A little before 4 PM technician called me and told me he was about two minutes away from my home and his van broke down getting off the freeway. With my frustration regarding the whole situation I did not blame it on the technician which was out of his hands but I expected his supervisor or the person in charge of the technicians working to come up with a solution for this type of situation. The technician just told me that I would have to call to reschedule my appointment since there was nobody else that was going to come to finish the job. I found that to be unacceptable knowing my situation and how important it is for me to have my refrigerator fixed. I expected his supervisor to call me and try to find another technician to come and finish the job all I was told by the technician was to call the one 800 number and talk to them because that was who he reports to he does not have a field supervisor for these type of situations and can resolve or at least try to resolve something like this. I would understand is this company was a small company but it's not it's a well-known expensive to the customer. With that said I expect the best customer service when needed. I called the one 800 number and was told that there was nothing we could do and there was nobody else that they can contact to try to get somebody else to finish the job the next appointment they had available was for Wednesday on my original date October 7th. I asked to speak to the supervisor or someone that canTry to give me a sooner appointment. The customer service representative said that there was no supervisor the only thing she could do was send them a message I asked if they would give me a call back and she said no they were not. all she can do is send them a message with my request. I felt so hopeless, and frustrated extremely disappointed with the customer care and the effort that was done to have my problem solved. I had no other choice but to wait until October 7 for the tech to come out and fix the problem. The technician got here to find out that the parts They sent to me were the wrong parts ! the warehouse made a mistake and put the parts in the wrong box And there was nothing he could do but place a new order for the correct part that would take another week or two to come in.
Again no supervisor was available for me to speak to. even if they would not be able to do anything for me And all I would do would be to express my frustration and hopefully be able to think of another solution. Again I was told to call the one 800 number and speak to customer service but there was nothing he can do again.
This has been the worst experience with a well-known company that I paid for better customer service and expected much more than what I'm getting. I made one more phone call to customer service and requested to have my refrigerator replaced which I think will be faster then waiting for my parts to come in. I was told that was not a an option since it was first the first time this happened they need at least 4 claims for it to be a lemon have to replace it. After this experience I would not recommend to my loved ones to purchase appliances from Sears and pay the extra hundreds of dollars for the warranty.

Ice maker doesn't work. Sears technician out 3 times to repair . Fourth visit cancelled because no technician available. It has been nearly two months with out ice make working. New appointment two weeks from cancelled appointment on October 7, 2020. Spoke with customer service associate and supervisor who stated delay is due Covid-19 affecting available technicians. Asked to have refrigerator replaced as stated in warranty agreement. Referred to benefits department who had scheduled the October 7, 2020 appointment. I refused to to be placed on hold again to be told the same thing. Informed the representative that Sears is in violation of the agreement and that I will take legal action to enforce the agreement if, necessary.

Third attempt of repair for freezer part of refrigerator was scheduled for Oct. 2nd between 8am and 12pm. No one showed, and at 3pm I placed a call to Sears and after holding for 15 to 20 mins was told by customer service rep that the appointment had been rescheduled by the tech for Oct. 12 as he was awaiting parts. I asked her how he could be awaiting parts when I was not contacted nor did he come out to see what was needed. I asked if he was just going to throw parts at it and hope one stuck? She advised that there was nothing to be done except wait for the 12th. I asked to speak to a manager and was placed on ignore, as I was on hold for over 30 mins and no one picked up my call. Service by the current repair outfit sucks, two previous attempts at repair and they have succeeded in making the problem worse. Is it Sears goal to just have tech throw parts at a problem in hope that one sticks? Sears used to have good refrigerator repair people and good customer service, what happened?

I have been having problems with my air conditioner for over a year now I have repeatedly called Sears they have replaced parts and come to my house spending countless of labor hours. I finally made a lemon claim, after the claim was made and it was approved I was told the lemon claim was completed in the refrigeration department and the representative Rodrigo was probably new and shouldn't of completed it, therefore, it does not count. I have been transferred over and over and over and can't speak to a person who knows what they are doing.