Sears
Reviews and Complaints

I placed an online layaway order for an Nautilus E618 Performance Elliptical(Ssin:00623903000p). The order was completed over a period of around 2 months I received maybe more than 9 calls on delivery week that I would have to reschedule because sears online is waiting for the manufacturer to ship the elliptical. I got weary of waiting so I just joined a gym. I've been on the phone and sears online chat a few times a week for a refund that item is not in stock online but it was when I placed my layaway order. At the beginning tons of phone call & being rerouted by sears the representative did not know whats the correct department to process my refund. Sears online has said that my order was canceled. I checked today and my layaway is still active. I even got a letter that said it would take 7-14 days from 7/14/2019 for a refund to deposit to my account & today still no refund. I feel Sears stole my money from a product that I was promised I would have once my layaway contract was completed

Order: 000831940219468
Cindy Szczucki
2885 Dewitt Circle
Darlington, SC 29532
Tele [protected]
[protected]@sc.rr.com
Master agreement 034002054000024
Model 79572063110
Purchase date 7-2-2014

Refrigerator not working since june 23, 2019
Reported refrigerator repair on 6-24-2019 to Sears home services
Repair service scheduled 7-10-2019 No earlier appts
A&E Factory service - Service Tech Issiah arrived on 7-10-2019 and ordered 2 parts.
Parts received at home on 7-13-2019
Called sears to let them know parts came in.
Repair service scheduled again on 7-31-2019 No earlier appts.
Service Tech Issiah arrived on 7-31-2019 5pm
6 hours after instalation of computer board on 7-31-2019, refrigerator is in the same condition as before..not working.
Sears scheduled appt 8-15-2019 This is ridiculous! No earlier appts they claim. Another appt after repairman comes and another 2 weeks and another 2 weeks
I have insulin in need of refrigeration for child. Medical requirement.
repairman-Issiah put in computer board but not fan that was ordered and received.. Either it needed the fan that was not installed or refrigerator or in need of another part. Cannot wait 2 or 3 weeks.
Sears scheduled appt 8-15-2019 This is ridiculous! Another appt after repairman comes and another 2 weeks and another 2 weeks.
I need repairman asap!
The fan should have been installed since the part was already there at the home.
Apparently another part is needed.
I need better service than this.

My father gave me a car and the battery in the car went bad which is a Diehard Gold battery. It has a sticker on the battery 7/17 so I brought the battery to sears. Since it states it has a 3 yr free replacement. I was ask for the receipt or the telephone number. I gave them every phone number I could think of. Well they weren't in the computer. I ask the guy helping me why does that matter if I have the battery right here and the date on the battery is within the 3 yrs. So, he said the only thing he could to is prorate a new battery for me. I ask what the battery will cost and he was playing on tje computer and he told me $117 and I looked @ the shelf and the sticker said $118.99. I said are you kidding me? So I left after that. I called the 800 die-hard number and I got the run around on the phone after speaking to 5 different people still know help.I never received my free replacement. I will NEVER purchase a thing from sears or a sears brand. Terrible customer services. It shouldn't matter if you have a phone number on file if you are bring THEIR product back to them.

The compressor on my four year old Kenmore Elite Refrigerator died on 7/28/2019. I called Sears repair service and was given a quick appointment date. I was happy about that but that's where the happiness ends. Compressor was under warranty (so no charge for that) but the labor cost was over $600.00 for just under 2 hours of work! If the compressor is under warranty why such an outrageous labor cost? And why isn't that covered? Then the best part is, we now have a refrigerator that is making a loud noise that you can hear through out the house. The repair man said the noise was normal and that it comes from the vibration on the back panel. That never was the case in the past four years. I will not buy another Kenmore product and was very disappointed to learn the refrigerator was made by LG.

I purchased a Kenmore Elite washing machine. It is rusting around the bleach dispenser. I have never spilled bleach over. I started researching recently and it seems like this is a huge problem with machine. Why is this happening and what can be done? I have always purchased Sears products and have recommended them to my family and friends. I'm very disappointed with this washing machine

Our LG refrigerator and freezer is less than 2 years old. It is a lemon and has broken down more times than I can count . we did purchase a warranty. We have called numerous times, we have had repairmen out to work on it
Many times, we have had parts delivered broken on 3 occasions, we have had 4 major parts replaced, we have gone 2 months at a time with out an indoor refrigerator/freezer while waiting for repair and parts on 4 Seperate times, today we have a non working freezer and we were hung up on by a customer rep.
We paid for a working refrigerator/freezer but that is not what we received.
We are asking for this issue to be resolved.

My name is Ruth Winn I am 86 years old, I contacted Sears on June 11, 2019 in regards to my refrigerator not remaining cool. An appointment was made for 18 June. The repair last two days, on 23 June I called again, 3 July technician came refrigerator was unable to be repaired. I called and spoke with a Kevin to reschedule for 16 July. I advised that I couldn't be without a fridge but my concerned was addressed with rent a reffing until the repair could occur. I received a call regarding my contract 040412758100138 renewal, I explained that the refrigerator was under repair and advised not to renew the contract until I had a new one and it would not jeopardize repair/replacement of Redbridge. 17 July t he repairman showed up and said the refrigerator was not repairable. What e n I ask for the voucher I was advise that because the refrigerator was not u dear warranty no voucher will be provided. I've r err placed my refrigerator but I am disappointed in the customer service I would like for you to give me some type of compensation.

Recently l contacted sears to do duck cleaning. Once the gentleman arrived l was told the service would cost $1700.00. I was very surprised and couldn't believe the service cost so much. The salesman convinced me it was a good price st 73 l knew no better and trusted the sears name, he called his office and spoke with someone that agreed to $1500.00 the service was performed on invoice 835595 or 140358 l payed the money on AMX card which l really could not afford. I spoke with several companies that price ranges were half the amount. And the ducts air is not any cleaner and minus many of the services that other companies doing it my air seems to be worse my throat is scratch my nose is stuffy and l feel like l have been taken advantage of. I want my money back

We bought a brand new refrigerator worth $2100 from Sears and bought a 5 yr extended warranty. It was delivered on July 3 at 10:30am. Around 6pm, we saw a leak inside the refrigerator and it looks like it was coming from the filter. I called the delivery # and talked to a supervisor named Alex and told me to shut down the water valve. She said she will schedule a Tech to come in the next day to check the leak. Bec the next day is july 4, i verified with her if a technician will be available. She said yes and bec it was a water leak, they will call us in the morning. The ff day, we were waiting and nobody called us. When i called them, they said they were closed and will not be available. Instead they came on july 5. The tech verified the leak was due to a manufacturing defect and not due to installation. Bec of this we decided to get a diff type of ref (cost of $2800) and bought the 5 year extended warranty. The plan is for them to deliver the new refrigerator and then picked up the damaged refrigerator.
We then filed a food loss claim. Because the water valve was shut down, we lost our main source of drinking water. So we decided to include it in our claim. At first, it was denied. When i called them, they said it was denied bec there was no tech report. When i told them the tech report #, they resubmitted our claim with a diff claim #. When i called them, 3 days later they said it was approved. After 7 days i called them to ask about the check. I was told it was only partially approved and the cost of the water we bought was denied. They said bec they dont cover water loss. I said the main the recommendation is to shut down the water valve. Bec of that, we have to buy water bec obviously we couldnt get it from the refrigerator. They denied the claim.
Sears were supposed to deliver the new ref and remove the old one on aug 16. But bec they are denying our claim for the water, we are just going to cancel buying the new ref.

We have a service agreement with Sears to service our Whirlpool washing machine. On Sunday, July 21 we noticed that our washer was not working. I called Sears service at 800-469-4663. The soonest appointment was today, Friday, July 26, but they could not tell us when, meaning that somebody would have to be home all day. At about 11 AM on the appointed day, I received a text message stating that the appointment was cancelled! I called and the only day that I could reschedule was Friday, August 2, a day when we will have guests and one of us will be forced to be home all day again.
Sears refuses to get us service sooner.

Bought stainless steel side by side in August 2016. Did not take warranties as had owned 3 Kenmore refrigerators previously as well as many other Kenmore appliances. Never has any major problems. Ice maker stopped working several months ago. Had Sears Home Service out to look at problem. Told by repair technician this is a known manufacturers issue. Wiring between the freezer door and refrigerator base breaks over time due to opening and closing of the freezer door. Technician tried to repair by reconnecting wires but repair lasted exactly one ice making cycle. Technician said only way to really fix is to buy a new door which is significant $ with no guarantee that new wires on new door will not break again due to opening and closing of the door. Doors are made to open and close. It is irresponsible of Sears and Kenmore not to have a permanent fix for this. If this were an automobile;e we would have a mandatory recall.

In July 2014, I paid $1270 for a Kemore Elite dishwasher and $350 for a Master Service Agreement. Since then I have had multiple parts replaced over the last 2 years. Our warranty is about to expire and I have another part sitting on my table, waiting for two more that were ordered by the technician during his last visit 2 weeks ago so he can come back and install them. He told me I needed to call and get the paperwork started to replace the dishwasher because it is a LEMON. I have made several attempts to call but the wait on hold time is so long you can't possibly wait. Finally tonight we got through after a 50 minute wait on hold. We spoke to one young lady who told us that we did not have the required number of parts replacements to qualify. She gave us a list of dates that did not match anything we had been previously given by the scheduling company, and apparently even if you have multiple parts replaced over a span of weeks, that counts as one. We finally gave up and asked for a supervisor, we waited and was finally connected to Jessica ID#785180 who proceeded to go back over the same information, but with different dates. Obviously I lost my cool. I backed away and let my husband continue the conversation, which was basically we don't qualify for a replacement, refund or anything else. I am now stuck with a dishwasher which does not work and has not for the past year. We asked to speak with Jessica's supervisor and she informed us there was no one above her. I assume the warranty company just takes the money and puts an uninformed person on the other end of the phone who just reads off the screen with zero knowledge of what the part is. If you have to wait on hold long enough you give up, and when you finally get someone on the phone, their qualification for the job is non-existent and if they don't have the correct information you can't get any refund or replacement before the expiration of the contract.

They have come and replaced the electronic control board, motor (soon to be 2x), pump (twice), rotating arm (2x), reservoir (2x), all water parts, vent fan, temperature sensor, and we are waiting on another pump, wiring harness and one other part. Yet we do not qualify to have had 4 part events replaced.

On a separate phone call to service, a nice gentlemen gave me the dates of when parts were installed on this unit: 8/2/18, 8/20/18, 2/23/19, 4/10/19 and 7/12/19. This does not include additional service calls or the next upcoming service to call to install additional parts again. Unfortunately we do not receive any paperwork on the service/part replacements because the item is under warranty.

A desirable resolution of my complaint is a replacement of my dishwasher. That is what I paid for the warranty to cover. I never expected to use the warranty, I read reviews about this dishwasher which were not stellar but I believed Sears sold quality appliances and stood behind their products. But if they will not do the right thing and honor the warranty, then I will gladly get rid of this dishwasher and never have another Kenmore appliance in my home. I will make sure to tell everyone not to buy this any appliance from Sears.

I called 2 weeks in advance and told them what parts were the suspected issue. The first day I
Had to take off work to wait for the tech, he had no parts and had to order and to schedule another appointment, after arriving 10 mins before the end of the window. The day before I came home.late from work to find the package with the parts on my doorstep. I had no idea they were being shipped to me. There was no note or notification that I had call them. The day of the second appointment, and second missed day of work, I waited the 1-5pm, and they were a no call, no show. I called demanding to know where they were, and was informed since i did not confirm I got the parts, i was not scheduled. I recieved no phone calls or texts. I realized they sent an email on my personal account, and I was unable to retrieve it as I was at work and it is not allowed. So needless to say I evidently am not the customer, but the employee and need to call them to do there job. I guess they dont have package tracking or know how to use the telephone. Needless to say I am going to have to lose a third day of pay, since I have to have another service appointment, and no clean clothes. I work 3 jobs. I would like to see them go without 3 days if pay. Do not use Sears Home Services. All they do is push there warranty contract purchase and dont know what the term "customer" means.

I have a Sears Protection Agreement covering 6 appliances. The Refrigerator stopped working in May and I've had 6, that is right, 6 appointments with Sears to repair and all 6 have been cancelled by Sears, after blocking out the 4 hour window for repairs (one lasted all day, as they said the technician was running late). I get nowhere with Sears repair service. The 7th appointment is August 21. I'm seeking legal counsel as this warranty is worthless because I can't get a Sears technician to look at it

I had an appointment today for my Samsung washer, window of time was 9-12. I was told when I made the appointment, I would get an update the night before or that morning, narrowing the window. And I could look on your website for updates. I did look in the morning and the hours were the same. I received a text at 8:35 am saying the tech was on his way. He wasn't there within 30 minutes which I thought was strange. I kept looking for him. Never left the house, had the phone at my side every minute. At 9:21, I got an email, saying he was on his way. Around 10, I called your customer service, to see where he was. I'm not sure how long I waited on hold, but the message kept saying "for faster service, use our on-line chat". So while I was waiting for a person to answer, I checked out the chat service and the wait was greater than 20 minutes! Not so fast, right? When your rep answered, after some back & forth, I believed that she said she was going to call dispatch and someone would get back to me. Well, no one did. I continued to wait until almost noon...then I pretty much assume he wasn't coming. I had to wait again when I called, got the same person - who has a very strong accent and is difficult to understand -- plus I was having trouble hearing her...who verified my address, then said her records showed he had come at 9:15 and no one was home! Well, that just is wrong! I had been watching for him all morning. He certainly did not come here. If he had & didn't get an answer, wouldn't he call? No door bell, no phone call, nothing. I had not used my phone. I kept looking out front for him. If he had been here at 9:15, why did I get an email at 9:21 saying he was on his way? So she said she would have him call me. Well, it's 6:11 this evening, and I have heard NOTHING! There have been no calls reaching out to me, only the totally frustrating experience of me trying to get through to someone & being left on hold. Now I know why Sears is in such financial trouble. I was so frustrated, I admit I was screaming at your rep. I couldn't help it. She doesn't know how to adjust her responses based on what you've told her. She kept saying she'd have him come by "AGAIN". Well, since he hadn't been here, that just infuriated me more. Then she kept telling me to keep my phone line open --- after I had told her I hadn't been on my phone at all the entire morning! What did it matter? There's no calls coming to me anyway. TOTALLY TOTALLY FRUSTRATED WITH THE LACK OF RESPONSIVENESS!

The refrigerator stopped working after approx. 2 years.
I called to schedule a tech visit.
The automated customer service number told me that I did not have an extended warranty.
I asked a friend to take a look at it and he determined that the compressor and or evaporator was shot.
Meanwhile, my wife found paperwork showing that we did, in fact, have coverage.
I called Sears back and once I finally talked to a live person she agreed the warranty was still valid.
The tech arrived a few days later and saw that the panel was off the back and told me I had voided the warranty. I tried to explain that the only reason I looked at it was that Sears told me I didn't have a warranty.
He told me that the Sears system had been down for several days and that is probably why. He said if I hadn't touched the fridge he wouldn't have been able to help due to the system being down.
I've been on hold for hours, written letters and engaged in numerous chat sessions. All to no avail. After 5 weeks without a fridge in a house of 5, I finally went to Lowes and bought a fridge on credit.
I have been a loyal Sears customer for many years. Needless to say, that is over

This is a copy of the letter I sent.

Owen Pritchard
308 Cook Hill Rd
Cheshire, CT 06410
[protected]
[protected]@amstep.com
7/02/2019
Sears
Customer Service
3825 Forsyth Td
Winter Park, FL 32792
Dear Sears:
This letter is to ask for your help regarding my Protection Agreement that I purchased for my Kenmore Elite Refrigerator. The agreement number is [protected] valid 3-28-17 thru 3-28-20.
The refrigerator stopped working on 6-20-19. I called your automated customer service number and the computer said I could talk to her like a real person. I asked if I had a current protection plan on the refrigerator and was told NO. I tried several times to speak to a live person, with no success.
Thinking that I had no warranty, I asked a friend, who is an HVAC technician, to see if he could diagnose the problem.
He could see that the thermistor PTC was melted and there was a large amount of oil in the bottom pan, probably from the evaporator. The compressor was not running, and the indicator light was out.
My wife was looking through our paperwork and found what appeared to be a valid agreement. I called the number on the paperwork and thankfully was eventually able to speak to a live person. She confirmed that yes indeed I had a valid agreement and proceeded to make a service appointment.
When the technician arrived, he took one look at the refrigerator and said I had voided the warranty. I explained that the only reason I touched the unit was based on wrong information from Sears.
He seemed deaf to my situation and told me that I should have Googled the refrigerator before buying it and I would have seen that it is JUNK. His words, not mine.
He explained that Sears' system was down, and he couldn't work on the fridge even if I didn't touch it.
He left me with a phone number 1-800-578-7536 and said "Good Luck"
Since that time, I have tried everyday to try to contact someone to explain my situation and beg for understanding, but the system was down.
I spent an hour on your "Online Chat" service and that person made an appointment for another tech to come out on 7-9-19.
Rather than wait around for another tech to show up and tell me I voided the warranty; I was hoping to clarify my situation beforehand.
While I understand that anyone, other than Sears, working on the appliance voids the warranty, I'm asking if Sears will take some of the fault by telling me I didn't have coverage when in fact I did.
I spoke to a very nice lady today who provide me with your fax number and as I told her, "do you think I would have touched the fridge if I knew that someone would come fix it"?
I have very little faith that the new tech will be able to fix this fridge on 7-9-19 as it appears to have multiple issues, but I would greatly appreciate it if someone could let me know if you are willing to stand behind the warranty.
You will see that I have been a faithful Sears customer for many years (both appliances and warranties) and hope that loyalty counts for a little with my present situation.
If I could ask for a timely response it would be appreciated. I like to think I am a very patient person but I have been living in a house of 5 with no refrigerator and it is getting stressful.
If I have no coverage, I will need to make a new purchase soon, but would obviously prefer not to.

Sincerely,
Owen Pritchard
[protected] Day or Night.

I bought a Kenmore fridge and after delivered it was blowing hot air. It was 5 days from delivery so I called for service and an appointment was scheduled 4 days out for 1-5pm. I the tech never showed even though I was getting updates online who the tech was. I called at 3pm and was told he was 20 min away. I called at 445pm and was told he just left a job and would be there between 5 and 7pm. I called at 645pm and was told they would reschedule for 2 days later. I had waited for 6 hours in my tenants apartment to get this service call and and now it has been over a week that my tenant has not had a fridge to use that was brand new. Sears service is the worst. The call center is in the middle east so they can not resolve any problems.

Our refrigerator is just 2 years old. The compressor failed 18 months after the purchase. It took 5 weeks from the time we made the call to have the part replaced at a cost of $560.00 for parts and Labor. The new compressor only lasted 6 weeks before it stopped working. We made three calls to Customer Service on, 7/20/19 . The first call we were cut off after being on hold for 20-30 minutes. The second call we were disconnected as soon as we told the rep that the compressor that was just replaced just 6 weeks ago stopped working. The third call we told the rep we wanted to speak to a supervisor and we were assured a supervisor would call us back. No call was ever returned. Today we made 3 phone calls. The first call the rep told us they only work with online purchases and gave us a different number to call. We called that number and spoke to supervisor named Cheryl. The connection was poor so she took our landline number and said she would call back. We never received a call back. We called a 3rd time today and are on hold right now for over 1 hour and 16 minutes with no one answering. We purchased a new refrigerator less than 2 years ago and this is the 2nd compressor to fail. How can you treat loyal customers with such poor service. We want to speak to a manager or supervisor today. That should fairly easy for a Company of your size and longevity.

Over the years the drop off centers fro vacuum repair have become less and less. So have people who know how to help me.

I have made 6 phone calls to Sears 800 numbers trying to find the nearest drop off center. My first attempt put me in touch with a difficult to hear, difficult to understand 10 second delay phone call with a woman from another country who basically typed in my information (possibly incorrect) int a system and told me that the nearest drop off was over 60 miles away. I couldn't understand or hear her due to the poor connection on her end and had to hang up by the second time she was trying to verbally give me the address.

The second 800 number was easy to hear and but he told me "just call the Camp Hill location, they will help you". I asked them how they will help me and in broken english he told me that all Sears stores know what they are talking about and they will help me.

I called the Camp Hill location and the friendly neighborhood repair guy apologized and said they couldn't' do anything until they had a replacement code from the Protection Plan People and to call a different 800 number.

I reached Barbara at the 4 MY HOME number and she heard me out was very sorry and said she was transferring me to the repair center since she was only online support and would tell them everything they needed to know...I was disconnected

Now I'm on hold with a recording telling me I should "chat" with Sears online except the chat button won't work.

I cannot drive over an hour to have them replace a vacuum! Sears should have an easy drop off location or pick up service.

I've had a canister vacuum since 2008 that have always been replaced by the MPP but every year the drop off centers get farther, my drive gets longer, customer service gets worse and now I may be stuck with a broken vacuum. Of course, it might get replaced with a Kemore vacuum and I'd be in the same situation next year.