Sears
Reviews and Complaints

We bought our refrigerator about 5 years ago and just like the hundreds of comments, we have a dead animal smell inside the refrigerator compartment that has been there for several weeks. I have replaced the air filter and put odor absorbers in it, but it still smells horrible. I have not pulled the back cover off as others have said there is no serviceable areas to be checked or cleaned

Purchased a fridge from Sears on Chat because they promised to give me a better price than what I found online. After looking at my email and confirmation I noticed that they didn't give me the discount or price they quoted me on Chat instead charged me more than I agreed by over $200. I was also charged delivery which was also supposed to be free when ordering online. I contacted Sears and they were not able to correct the price unless I cancel and start the order all over again. This is right before Thanksgiving and I need the refrigerator deliver as scheduled. I could not cancel or I would not have a fridge for the holidays. I don't believe this is an error by a computer I think this is a salesman who was trying to make a commission and promising something to make the sale. Horrible they do this to people and what if I didn't verify my charges on my credit card? and how many more people have they done this to? this needs to stop.

My Kitchenaid refrigerator had frost build up. Submitted a service request to American Home Shield, who dispatched a Sears Home Service technician for the initial visit on 10/25/2019. I was told a replacement defrost control board needed to be ordered. And he would come back on 11/5/2019 to have it replaced. We were told to start defrosting the refrigerator two days before the appointment, which we did. Then no one from Sears showed up on 11/5/2019. I called AHS to find out that the appointment "is no longer available" and needs to reschedule. The first available date was 11/14/2019.
I tried to find out why the 11/5/2019 appointment was cancelled but neither Sears nor AHS could give me a real reason. I received no notification from Sears or AHS in advance about the cancellation. This caused great inconvenience on my part because of the time and effort of the defrosting, as well as the length of time the refrigerator cannot be used.

AHS Service Request Number: [protected]
Name: Weichung Wang
Desired resolution: Please send someone to get my refrigerator fixed ASAP.

Sears used to be one of the most admired and profitable Fortune 500 companies. Sad to say they no longer deserve those accolades and based upon our recent experiences, I doubt they will be in business much longer.

On October 30th, we purchased a refrigerator and microwave online from Sears. When Sears submitted the charges to my credit card company, something went wrong. The monies for the refrigerator never were posted to my credit card and, according to the credit card company, Sears posted the monies for the microwave and then almost immediately retracted that post.

That meant that my order for these appliances never went through! Therefore, I had to reorder both appliances and I used a different credit card. This time, the charges were posted and the orders now showed up in my Sears account. However, the delivery address and the delivery date for the microwave were wrong.

After talking to 3 customer service reps, 2 installation service reps, trying to call the installaller twice who would not return my calls, and one supervisors, I could not get this straightened out so I had to be transferred to another supervisor to cancel the order since everyone else said they couldn't cancel it. This process took almost 2 hours on the phone after being put on hold several times, being transferred multiple times, and the call being dropped twice! The customer service supervisor offered me $20 not to cancel the order---what a joke.

Ultimately, I also had to cancel the order for the refrigerator since the one I ordered for our new home would not fit. Surprisingly, this only took one call this time.

Being a long term, loyal Sears customer, I didn't give up and placed a new order for a different refrigerator and microwave. This time, Sears computer system actually generated a confirmation email with the right delivery address and right date. When I looked at my Sears account online, however, it showed the wrong delivery date again. This time I did an online chat---everyone else I had talked to over the phone was in a foreign country and their accent was so thick I had a very hard time understanding them. I hoped that they could read English better than they spoke it.

During a long online chat, the customer service rep again tried to validate the wrong delivery date on November 5th. After several go rounds I seemed to get through to them (they didn't read English very well evidently), and I finally got the rep to state for certain that the delivery date would be November 15th. All of this chat is documented.

Today, November 4, I GET A CALL FROM SEARS DELIVERY TO CONFIRM THE DELIVERY OF THE REFRIGERATOR TOMORROW, NOVEMBER 5TH! SHE ALSO HAD NO RECORD OF THE MICROWAVE DELIVERY! This Sears employee actually spoke English, changed the delivery date to November 15, and placed calls to research the microwave purchase and made sure it was to be delivered the same day. I told her she was the first Sears employee who actually seemed to know what she was doing and thanked her several times. I have my fingers crossed waiting for November 15th! It is no wonder Sears is going to go out of business!

Bought in 2013. I unloaded and turned down temp to 8 degrees, smell went away. Had technicians come and the removed ice build on bottom freezer, thought it was fixed. No, dead animal smell is horrible! And yes coming from side and back not inside frig. The tech said, my frig was made by LG sold as Kenmore. Man, I lime LG too but ya, bad design not being able to clean drip pan easily. But as stated this did t help anyone anyway. SEARS- post the remedy to problem vs saying we are sorry so we can get it fixed! Thank you!

This whole situation started from a master protection replacement stove that was suppose to be comparable to the one I bought from sears back in 2099 from September 22 2019 to October 24 2019 i have been trying to get sears to install my downdraft duel fuel stove. I work two jobs and could only do Saturday installations.

1st call for Installation- 9/22/19 3:19-4:22pm case number 59995
set up The 1st tech came in and stated that they didn't know the stove was a duel fuel and down draft and they weren't set up to do the installation.

after another phone call lasting an hour to explain why the installation wasn't done and stating again that the stove was a down draft duel energy i got another appointment for 2 weeks later. The 2nd tech came out and didn't know it was a downdraft and stated that I was suppose to supply some adapter part (the only way i can assume this statement came buy was when i was talking to the 1st tech and said shouldn't there be some kind of adapter to go from a Gen- air downdraft to a Kenmore downdraft). I'm not an installation tech. so don't know how to install this downdraft stove if I did I wouldn't need the installation protection. Needless to say the 2nd tech. didn't install the stove. I called sears warranty back again and stated the problem and they said they would solve the problem and contact the installation department for another problem. same run around.

10/18/19 2:51pm-3:53pm
called 1-800-469-4663 because I got no verification on my appointment. was told the appointment had been cancelled by the tech. because he couldn't do the installation; but I was never informed that the installation was cancelled. Throughout all these phone calls I have been put on hold for over 15 minuet increments time after time. by 3:23pm I asked to speak with a supervise at sears master protection and after waiting for 10 to 15 minutes again spoke with "Conner" supposedly a supervisor and told him I wanted to start a written complaint. He said he would stat one and that the call was being recorded. I commenced telling him about all I had been through for this installation at one point he said that from his records I was suppose to buy a part (I was never told that) and then I was hung up on. I waited for 5 minutes and no one recalled me. I recalled, went through the recordings, was transferred to customer solutions and left on hold again. I tried to call "at your service back and got a recording saying at 4pm it was closed.

10/19/19 877-878-3687 9:50am-10:55am - case #60727
called to continue complaint through customer solution dept. and there was no complaint on file. I started another on. Mary from sears started a Case #60727 finally. I went through all that had happened she called installation department and the warranty department. she said she would get some one who could actually install the stove. I was finally transferred to "innove solution?" and they said sears had to email them with an agreement to pay the extra cost installation and only sears needed to contact them again.

10/23/19 3pm-4:25pm case #6503168 number called: 888-391-8867
went through all of my problems put on hold and was transferred from: technical specialist department who said I had am appointment for Oct. 28 8-5pm which was a Monday and I couldn't be there (I was not asked or gave conformation for this date) when I said I would be recording this conversation too I was told I couldn't even though sears supposedly had been recording some before. I was then put on hold for another 15 minutes and transferred to another department he said the other department was instalation not problem solving and didn't know why I was transfered there; then I was put on hold again before another customer solution person who said they would contact installation again. final someone came back and said within 24 to 48 hours "off line team" would get back in touch with me. Still no acceptable solution to my issue...

10/24/19 3:57pm-5:57pm Case# 6503168
once again back and forth between installation and protection agreement and complaint department., at the end they transferred me to instillation person who said that my agreement was for basic only which involved only taking out the stove and pushing the new one in and plugging it in. I said my original installation from my original agreement involved; the cutting of the whole in the house and duct placement, and that is what the agreement was that I had been paying for since 1999 when I first got the stove and kept the warranty agreement with installation paid up. He could not tell me when or if my original agreement change. I am not satisfied with this attempt to not follow through on my original agreement. I don't want to allow sears to no longer be responsible for the warranty I have continued to pay for these years.

Also during this conversation I brought up to installation that they never gave me an amount for them to install the stove and was told they would not do the installation. Other companies who I didn't buy the stove from wont do the installation ...So what am I suppose to do?

My 90 year old mother has had the Sears master Protection Plan for years. She needed her heat pump repaired which is covered under the plan. I took the day off to be there when the repairman would be there. Her appointment was at 2pm and the repairman never showed. We contacted Sears customer service 3 times each time being on hold for over 30 minutes. No one answered the call. I finally talked with a represented online through the website. At 7:30pm they told me that the repairman was sick? No one bothered to let us know? My mother has paid over 1, 000.00 for this coverage. It is a joke. This is how Sears treats customers who have been with them for over 60 years?

In September 2015, we purchased a Kenmore Elite Refrigerator with a Master Protection Agreement ([protected]). The first year the motor had to be replaced due to malfunction. The technician stated that the new motor is good about three years and the same problem will happen again. Beginning this year, the freezer doesn't work and ice-maker has not been working. We have called many times 1800-469-4663 for repair. The service support person Gregory came by three times to look into the problem.

Frist two times he indicated there was no problem and just the temperature needed to be set lower. The third time he said the freon leaks and he added freon. Sadly, nothing was fixed and the problem still exists.

We called 1800-469-4663 one week ago to report the issue. We were told Gregory will contact us when he's available. Haven't heard from him, we called Gregory and left messages. There were no response.

Then, we called 1800-469-4663 again this morning. As usual, the call was transferred from one agent to another. Every time, we need to repeat the same
Problem. It takes long time to wait for the transfer and this morning there was no pick up after the transfer.

Based on the existing problems, the motor and more parts are malfunction.
We were told by one of the customer support case manager Shavon, if Gregory
reports the problem is unrepairable in his coming visit, there will be replacement. We need to know when he can show up for this appointment.

Would you please let us know who to contact and to follow up of this issue?
To contact Master Protection Agreement 1800-469-4663 has been very unpleasant experience.

Best regards,
David and Sandie

Our refrigerator was purchase 15 months ago from Sears along with a Master Protection agreement. On October 3, 2019 -It stopped working and when I called to schedule an appointment for repair they said I had to wait until October 23rd- 20days! After calling several numbers and speaking with people so called manager's in India and Mexico, along with being put on hold for ever, and spending numberous hours on the phone the only thing they could do was move it up to October 22. I was told if I could get a certified technician to come out sooner that they would reimburse me and if it cost more then $300 I would have to contact them to get an approval. I had Mr. Appliance come on October 12 and they said the compressor needed to be replaced along with two evaporator coils. They called to get an approval for a $733 fix and were denied. I called again to find out if they would have the parts needed to replace when they came on the 22nd and was told that no they would have to order the parts and I would have to wait another 7-21 days for parts and another appointment. They expect me to go without a refrigerator for 3 months?!? Really? I call this beyond sad to be treated like this when I paid $379.99 for this warranty and $2, 499.99 for the refrigerator that only last 15 months! Then today they were scheduled to come out between 8am-5pm. I was called at 10:55 am and told they had to cancel due to the technician having a family emergency and could reschedule for November 7. I tried calling several numbers again only to be told there was nothing I could do but be put on an emergency cancelation list. I am beyond disgusted and sick to my stomach that this is happening and that there are others out there being treated like this. There has to be something done to help people not fall into this trap of paying for something that is pretty much worthless.

RE: Complaint on Kenmore Elite Refrigerator:

Phone Number: [protected]
Name on Warranty: Tom Murray
Email: [protected]@gmail.com
Kenmore Elite Model number 795.72483.410

I purchased a Kenmore Elite Refrigerator four years ago. On August 10 of this year (4 years old), my refrigerator stopped working. I lost the contents of my refrigerator. I was unable to get a service call for over two weeks. The technician came to the house, and was unable to fix the refrigerator. Note that the service call was repeatedly cancelled at the last minute, and I had to wait until 9/11/19 to get a service call (over one month from the time the refrigerator stopped working.

Today is October 22, two months and two weeks since my refrigerator stopped working. On Friday, a technician spent four hours inserting all new parts, the freezer is still not working. I made an appointment which was for yesterday, and it was cancelled at the last minute. My next appointment is in one week. In the meantime, I've now lost groceries twice, and I am going on three months since my refrigerator/freezer broke.

I've never been more dissatisfied in my life over a product, but more importantly over the way Sears has handled this claim.

The technicians all tell me that the product is made by LG, and they are lemons, but that corporate will not allow a replacement nor will they deem it a lemon.

Below is the information from an complaint email sent in August. It has the product and warranty details:

From: Nancy Murray
To: moments@customerservice.sears.com
Cc: Tom Murray
Subject: Formal Complaint #[protected]
Date: August 28, 2019 1:48:46 AM IST

Phone Number: [protected]
Name on Warranty: Tom Murray
Email: [protected]@gmail.com

Kenmore Elite Model number 795.72483.410

I am submitting a formal complaint against the Sears Scheduling and Customer Service division. On Thursday, 8/15, while I was away from the house, my Kenmore Elite refrigerator stopped working. I lost about $200.00 work of food that my house guest disposed for us. When we returned home on Sunday, 8/18, we spoke with your representatives, who said we should wait for a return call to schedule emergency service.

On 819, we were put on an emergency schedule, and purchased a warranty. We were told the warranty would cover repair costs. We later received a text confirming a repair scheduled for Monday, 8/26 (8 days after the first call).

On Monday, 8/26, we received a cancellation text, and a rescheduled date of 9/11(3 weeks and two days after our call). To my displeasure, we made at least four phone calls. We were told a supervisor would call us in an hour. We didn't get a call back, and started making calls, all very long wait times, almost 3 hours of trying to reach someone. We were transferred many times, disconnected once, and finally spoke toa nice person in Warranty, who couldn't help us.

Many of the calls were terrible because the clarity was very poor. I couldn't understand a word they were saying.

We want to know if you could please put us on the schedule prior to 9/11, preferably this week? How could you cancel our appointment, then tell us we have to wait for another customer to cancel before you can service this refrigerator. To add insult to injury, this refrigerator is only four years old!

We look forward to your response without delay.
Thank you

Nancy and Tom Murray

"Buyer Beware!" Anyone thinking about taking the Master Protection Plan that Sears offers with it appliances should Beware. Every appliance we have in our house is from Sears and they convinced us the Master Protection Plan was the way to go. It sounded good and we spent literally hundreds of dollars a year carrying it on all our appliances. Most appliances are expensive and we thought the plan would replace any of them that couldn't be fixed. We sure found out the hard way it did not cover something a Sears technician broke while replacing a part on our front load washing machine. He assured us we had the Master Protection Plan and it would be fixed. He was supposed to order the part he broke. Once he left it started becoming almost impossible to get any updates on what was happening. We spent hours on hold more times than I wish to remember. When the technician did return he assured us the part was being looked for. Not to worry you have the Master Protection Plan and it will be taken care of. "Famous Last Words." More time calling and no once answering their phones. We finally found out the part couldn't be found and they turned our claim over to a third party liability person. More time waiting and no update. More calls and sitting on hold for hours. To make a very long frustrating story shorter the third party liability person finally told us they would not replace the washing machine since it was working. Didn't matter to them about the 3 plastic pieces the technician had broke. We brought up the Master Protection Plan and were told it had nothing to do with them and we should read our policy closely. We did only to find out Sears or the technician isn't responsible for them breaking things on the appliance. In the end they sent us 100.00 and said it was finished. Now we have a washing machine that working, but it is de-valued because of a Sears's technician and no one cared after all the talk in the beginning about not worrying because we had the Sears Master Protection Plan. Well it wasn't worth the paper it was written on or the thousands of dollars I spent over the years carrying it. I will never buy another Sears appliance and all friends and family will be warned about our trouble with it all.
Sincerely,
Ed and Mary Harrison
[protected]

Had a dryer go out at a rental where a handicapped tenant lives. I took the back of the dryer apart and saw the starter switch was broken. Called Sears and scheduled appt for their technician to bring out part and repair on Thursday. Technician came but said he thought he had the part but did not. He demanded I pay the $109 for him coming out. He did virtually nothing. Left the dryer apart and took his money. I called Sears to complain and they said non refundable and too bad for me. I drove to an appliance part place and repaired the dryer the next day as the tenant could not go to a laundry mat and Sears failed to keep their word.

Sears will not honor the extended warranty it sold me on my lawn tractor ! I had called them about my tractor seat being broken and they say it is not covered. The seat is cracked and the adjustment lever does not hold the seat in a position, it keeps sliding forward. I asked them to replace the seat and they said it is a cosmetic issue . The foam cracking in the seat will keep the safety switch from engaging if it gets worse and the seat adjustment will not hold causing the seat to slide forward when driving the tractor. Sears claims it's a non functional part so it's not covered . I call BS on that ! The extended warranty says otherwise but they won't honor it ! No where in the warranty does it say the seat is not covered ! The real reason I think for not replacing it is that the seat is no longer available and they have no replacement for it ! Their own searsparts.com website says it needs to be replaced as it is a safety issue.

We purchased our Refrigerator from Sears in August of 2018. I have always loved sears and refused to purchase appliance elsewhere... until now. In August 2019 we came home to find our Refrigerator's temperature was over 70 degrees internally and all of our food completely spoiled. We immediately called sears because we are under warranty.. sears home protection. They couldn't see us for two weeks. The tech arrived and said he couldn't fix it without a payment. I knew this was wrong... we are under warranty... so I call sears... the tech calls sears... it's determined that we don't owe anything but the tech said he can't fix it because it was coded incorrectly and if I wanted my problem fixed that day we would have to pay $89 plus parts. He said sears would have to schedule another tech to come out if I wanted to utilize my warranty. So I opted to do that. The new tech took another two weeks to come out. This tech told us the problem but said he couldn't fix it because he assumed the first tech ordered the parts. He told us he would be back October 7 after the parts arrived. That day rolls around and Sears rescheduled for this coming Monday October 14th... I got a text message from sears saying they rescheduled my service for October 21st... no call no email no explanation... just a text. I've been without this appliance operating since the end of August. Sears is terrible. I will never again shop with sears for anything at all. They don't care. It's abundantly clear why they have closed so many stores. All I've heard when I talk to sears customer service is offering to extend my warranty which expired at the end of September but I was at least assured this claim would be handled because it was made while it was under warranty... I can't get them to honor the warranty I had... why on earth would I waste money extending false promises. I've never been so disappointed in a company before in my life. This is the first time any company has upset me enough to rant about them on a public forum. Never again.

Craftsman riding lawn mower was used less then 10 months when while my husband was doing our lawn he allmost ran over me due to not being able to control machine as to direction to go to nor was he able to turn it off . The lawnmower did not turn off until it crashed against warehouse wall. I have called Sears over 100 times. The customer service dept is Very RUDE and useless all they can tell me is I have to wait, I have waited over a month. They have sent 4 techs yet problem is the same, lawnmower still does not work. I have lost 5 days off work waiting on tech, on 10/7 I waited all day just to be rescheduled with no advance notice. I have called over 100 times and have been on hold for 20 to 30 min to have rep ask me to repeat my info because he cannot find me. Techs are Very rude, they leave without giving notice and do not inform us what the outcome is.

Purchased in September 2016, along with the 3-yr master protection plan. I had been perfectly happy with my unit until this past summer (4 months shy of warranty expiring). In July, we woke up to a warm fridge and thawed meats/foods in freezer. Scheduled a service call, repairman came out, and ordered several replacement parts and returned a week or so later to install them. Filed food loss claim of $200 which they paid. Worked for a week or so, and then having same issue with ice maker which was part of original complaint, and fridge still. It being as cold as it should. Scheduled another service call, and repairman came out and fixed the ice maker and "tweaked" the previous repairs. Seemed to be working fine, until this past weekend when we woke up once again to thawed and spoiled food. Scheduled another service call and now are awaiting parts and return of repairman in a week. Once again filed $200 food loss complaint (the limit set by Sears) though it's been well over that. This really should count as the 4th problem with fridge and fall under the lemon replacement clause in contract.
All this and I haven't even mentioned the horrible looking finish in the doors of my fridge and dishwasher. I mentioned it a couple years ago to the technician that came out to do yearly maintenance and was basically told there wasn't anything that could be done. While reading my plan paperwork, I discover cosmetic defects are covered for repair, but of course only for 3 years past purchase date, which only passed a month ago.
I am very disappointed in this sears purchase. And will never purchase another kenmore appliance. We have been loyal kenmore appliance owners for 40 years.

My freezer went out and we lost EVERYTHING when found. Everything was defrosted and ruint. They couldn't come out for a week so nothing could even be saved in ice chest. I was told to file for $300 food loss which didn't even cover all the food I loss. I haven't heard anything back for 2 weeks now and I call. I get told my freezer had a non functional failure and doesn't meet the criteria. What the heck? My freezer was hot, not working, I paid hard earned $$ for the protection agreement and just cause the technician was able to fix without ordering a part, my food wasn't covered. This is not the 1st time I have had issues with Sears standing behind their merchandise. Unfortunately I will never buy another sears appliance due to their Negligence on covering items that I paid for. DO NOT BUY SEARS !