Sears
Reviews and Complaints

On June 25th 2019, I called my service repair number to file a service call on my Kenmore washing machine. Two days later the service technician arrived and diagnosed the problem. He had to order parts but Sears systems was down and he told me that an email was sent to order the parts. I had a schedule appointment set for July 10th, on July 8th I made to follow up call and nothing was order! No phone call no follow up with me. In fact I had to make all the calls. I was told the parts where then on order and would arrive July 15th, but that was false as well. I had a scheduled appointment set for July 18th which was cancelled by Sears because I had no parts. Again multiple calls made by me to service and still nothing was happening. Yesterday July 18th I was told that my part was shipped and would be here July 23rd. I have spend over $100 in laundry services due to the negligence of Sears and the Sears technician not following up with my parts. I have spent a lot of hours making phone calls even chatting to get my washer repaired. I am so upset with sears and can not believe that they just drop the ball with a paying customer. I bought my extended warranty and it has been a nightmare. At this point, I am calling everyone from service to Corporate to get a refund of the $100 I am out laundry services due to the negligence of SEARS!

My Kenmore Elite Washer was purchased through Sears back in 2017 with the Master Protection Agreement. The control board was replaced twice last year. In May of 2019, I called because the control board was acting up again. I haven't had a washer since then. This is still an ongoing service call that Sears sends a different technician out every time. Each time they can't fix the issue. Finally on July 12, 2019 I was approved for a replacement. I went to the hometown Sears to get another washer the next day. I still had to wait to it to come in. It came in yesterday and I went to pick it up. It was installed and the washer doesn't work. I call the store who tells me I need to get a repair tech out for a new washer. I'm not making a repair call for a new washer. I called the benefits department and the guy I spoke to would not allow me to talk to his manager. He said I had to take the washer back and call them again to get a new authorization number. I has to explain to him that I had waited almost an hour just to talk to him I very much doubt that the store would sit there and wait another hour. I can't pay out of pocket for them to pick up my washer and delivery it either. I just want my washer replacement that works. I have been without it long enough and have had to spend a lot of money on dry cleaning and laundry mats that will not get reimbursed. This has been an ongoing issue since May 2019 and I need help.

July18, 2019
Hello,
My husband and I bought a nearly $20, 000 floor from Sears in 2017. The first time we started having issues, an inspector came out and noticed that the flooring panels were not 1/4 " away from the wall. He also said the underlayment was not the most expensive one that we ordered. So, he said we have to reinstall the whole floor. So, they did. Second crew ripped these floors out so badly and then reused same panels, that now the floor panels are constantly gapping, separating. Everyone, including inspectors that came out all said that these floors were not installed correctly. The quarter rounds are not plushed against the floor and there are gaps by the wall, as well as, huge gaps that show up everyday, throughout the house. We were under warranty this whole time. I've been calling since November 2018 to fix these floors. They sent out an inspector, who says we need to put in new panels. He put in the order and was told because of the bankruptcy, they will not honor the warranty or give us a refund. Called a lawyer and had them sent a letter. They called and again refused to give us a refund for new floors. Inspector came out and again, said we need a new floor. They refuse to listen to the inspector. So, they send someone out to hammer the panels together. The panels are loose because the last installers damaged them. The person who came out to hammer noticed big gap by the wall. This is wrong and sad. Now, they are giving us only a 90 day warranty. Please help us. We have a new floor damaged by installers. I understand that Sears has now been bought by Transform. We would like Transform to please help us regarding this matter.
Thank you,
Darlene Vinyard
[protected]

My fridge was purchased in 2016 and I bought the master warranty. On june 1, 2019, it completely stopped working. I called to have sears come look at it and it took till the end of june for someone to come out. They had to order parts which took over a week. My appt was today and at 10 I was notified that it was canceled. The customer service is poor and I have spent several hours on the phone with them. They said they will only pay for a rental fridge u til mine is fixed. The local shops only rent for 4 weeks at a time. They still told me they would not pay for any rental longer than when my fridge was fixed. It is the middle of july and my fridge is still broken. I will never purchase anything from sears again. They transfer you to someone different every time and get told different responses. I did not get the maximum food loss expense and there was no explanation as to why. When I called today to ask for a manager, they transferred me and the call was disconnected. Do not buy from sears or their warranty service.

I purchased a Kenmore Elite refrigerator less than 4 years ago. On June 5, 2019, upon returning from a trip, I discovered that it was no longer cooling either the refrigerator or freezer (I lost all of the food in both). I called a local appliance repair person who told me that this was a known issue with this model but only Sears could repair it. I called Sear Home Repair and was told that the earliest appointment was 2 weeks away. I scheduled the repair and was given a window of 8-5 for their arrival. The repairman arrived for this appointment and diagnosed what the local repairman had diagnosed over the phone but had to order the parts. 2 weeks later, another person came to install the parts and charged me $400 (even though the parts were under warranty). After waiting a full 24 hours, the refrigerator would not get below 50 degrees, the freezer would not freeze the food and the ice maker was not functioning. During the 3rd visit, I was told that it was working fine and the ice maker was just stuck...he stuck a nail in the ice maker, said it was fixed and left. The refrigerator now was registering 50+ degrees and still no ice or freezing. I am requesting a full refund of the $400 that I paid in repairs as it was not repaired. After about 6 weeks of not having a refrigerator, I gave up and purchased a new one. I, again, do not feel that I should have to pay for repairs that were not made.,

I purchased a brand new Kenmore Refrigerator in June of 2018 for around $1, 600. In May of 2019, the refrigerator part of the unit stopped cooling. Sears Home Service was contacted and they sent a repairman to fix it. He ordered parts and another repairman came on 5/31 to fix the unit. In late June, it started to do the same thing. I called the repair line again and they scheduled someone to come out on July 3, 2019. The guy came out to diagnose the problem. He said that he ordered parts and another technician would be out on July 18, 2019 to repair the fridge. Today is July 16 - no parts have arrived yet. I called to check on them only to find out that the technician neither ordered parts, nor scheduled an appointment. It's been 2 weeks since the first technician came out and 3.5 weeks since I have had a working refrigerator. This is completely unacceptable. When I called home services and customer support, I get transferred between people that have no answers and/or fix for my problem. I've been hung up on today twice. At this point, I need a solution in the next two days or I will be filing a lawsuit against Sears.

I bought the floor model before the local sears closed in jan of 2016 in our area and thought I was getting a good deal at 40% off. Well the epic battle starts when the store which is only 5 miles away from were I live and that the deliver of the unit took until april of 2016 to get to my house since all items had to be sent to the warehouse in vallejo to be processed and that they lost the paper work. When I finally got the unit they had dented the unit in a few places and since I had no paper work of the condition that it was in and that the store was no longer there had no one to go to. I was offered and extended warranty and a discount by the warehouse manager. It was all verbal and never received either one.

After about 9 months of having my ref. I started to see the error codes and since I am a handy man I had an appliance supply house with about 2 appliance repair people to refer to. The error code that popped up was er if which involved one of three fans a control board and the evaporator freezing over. I was told to check each one to see if it was working and de ice which we did all three and the deicing and then when that did not solve the problem a control board replacement
Which after 4 different combinations finally got rid of the error code

Well that lasted for about 6 months and again the code came up and we went through electronic part shuffle to find out which one went bad and would get rid of the code finally after the 2 combination we got it

Now one fine day after 8 month the beast stops spitting out ice and the auger motor was working because when we asked for ice the motor would turn, there was not ice coming out of the ice maker no error codes nothing to warn us and I was told to change out the inlet valve and that would take care of it, nope no ice
Then since I thought that the sensor had gone bad and the only way to replace it was a new ice maker, so a new ice maker went in now were into the summer and we notice that the refrigerator section is not cold as usual but the freezer is cold but some items are not getting hard (great for soft serve ice cream) but not really cold

I asked the appliance guys about it and they had no idea and then went to the sears part guys online and they went through the list of parts that they said would solve the problem and already tested so I went and found a specialist and had to wait for a week to get him to look at a price of $100 to look and $125 flat labor to fix minor problems and $450 if it wasnt a parts swap out both plus the price of the parts

After getting and estimate of $1100 this is when I reached out to the sears online people to see if I was under warranty and that I was told that the warranty had expired and asked if I had an extended warranty and they said that had expired also
I then asked about the problem and was told to call a number for the home warranty division and that I could be covered up to $500 in repair and it would cost me $49 a month and and extra $99 to come out since my refrigerator was not working sounds good the person whom sold me the policy made it sound like he was trying to help and that he was sneaking me in because he said that "usually" you would have to wait 30 day to file a claim but with the $99 I could go right away and that he would personally make my appointment and the first one was 7 day out and that we could not wait because food would start to spoil and put me on hold so he could get a supervisor to ok and for him to get me an expedited appt in a few days. Wow what customer service! Well while on hold is got disconnected and bam when I called back it was like I had the plague since each person either said I don't do that and transfer me to another dept or would disconnect me this went on for 4 hours on online chat room and on the phone both at the same time since the had me on hold on the phone and waiting for an answer on the chat lines
After another session in the afternoon of this

I went a hunting to see whom else this was happening to and this is what I found 4 websites that would listen to my problem to share with the world and a refrigerator that I am cycling ice bag from freezer to the refrigerator just to keep cool enough to keep some food for a few days milk goes bad after 4 day and we don't keep edible food for more that 3 till we either get it fixed or replaced

My vehicle has been in and out of Sears auto shops since last year. Work was said to be done that was never done as well as them refusing to service my vehicle while it was still under warranty. My family was almost killed in an accident due to a manager refusing to check work performed by Sears leaving my fiancé and two kids riding with a leak between the break booster and master cylinder causing me to loose all breaks while going through and intersection.

I have Kenmore Elite model 795.72489.410 and have had it for 2 years. We noticed a bad smell coming out of the vents on the back of the refrigerator on the right hand side that smells like dog poop or a dead mouse so we opened up the cover on the back and could not see anything. We really don't know if we should call a repairman or what. We have warrant still because we bought an extended one a year ago when we were having trouble with the condenser fan making too much noise. I'm saying that a lot of other people are having issues with a bad smell also so not sure what you guys do about that .
Roy Shipp
24907 S Lakeside Circle
Afton, OK 74331

Our AC went out 3 1/2 weeks ago. Luckily the AC was still under warranty. We called Sears to send a technician out, which they did within a couple of days. The technician said the motor needed to be replaced and that he needed to order the part and needed to come back when it arrived. He came with the new motor a few days later, but couldn't finish the job. He said that he was missing a tool to install the motor and that he needed to come back. Mind you, we live in New York and the summers are hot. We have three kids in a 95 degree home. Sears automatically rescheduled us for a week later. We tried calling the scheduling department that was zero help. The technician was supposed to show up between 8am and 6pm. By 5 pm, we had a new time on the tracker. They said the technician would come out between 8pm to 10 pm. The guy never shows up! The technician originally gave me his cell to contact him, which I did before and he responded, but now all of a sudden, zero response. I took a day off of work waiting for this technician. I checked the tracker again and my appointment was cancelled and rescheduled for a week later! The next day I called, no one could answer me as to why I was rescheduled for a week later! I pled with them that it was 95 degrees in my home with 3 children and what they basically said was, "we are sorry, we will send a message to dispatch and our emergency department to try and expedite this". I asked to speak to a supervisor, their response was, " I'm sorry all supervisors are busy taking other calls, I will have one call you as soon as they can". Phone call after phone call, complaint after complaint, and the representatives saying they couldn't do anything we had no choice but to wait...today was that day. One week later. Finally a technician comes, realizes he needed the new motor, he said the original technician has the part. He himself, called the original technician asking him why does he have the part? And why didn't he finish the job. He also mentioned, usually protocol is the responding technician is supposed to finish the job from start to finish.

I had plans to leave on vacation tomorrow. So I called again. Very annoyed by this time, I called again. Spoke to a gentleman, I explained the situation, he says, well it's rescheduled for tomorrow isn't it? I said, yes, but I need to reschedule my flight, so I need an accurate time and can I be the first person seen? He says, sorry, I can't do anything about that, dispatch assigns the times and I can't call them only message them. I'm even more frustrated! I ask to speak to a supervisor. Same thing. It's like they were taught to say, I'm sorry, I don't know, dispatch takes care of that, etc. I'm missing my flight tomorrow for my vacation, my kids have been in a 95 degree home and no one seems to care. Very frustrated and upset.

Hello as this person I have been owner of many Kentmore devices for generations in my family ... and it is so sad to see how the Sears company to which my family consumed so many times now, act in that unprofessional way, we buy a product knowing that it will not be eternal but that it will last at least 5 years, not nearly 3 years; but I did not want to be in agreement with the person who said that it is a piece that does not work, I did not want it but I will have to be a piece of crap ... but apart from that we buy protection and they do not want to make it valid, they want it to come a technician to validate your rotten food, why they do not believe you and that you take pictures, and then you make a list, and then, that the first technician comes and tells you I can not do anything, and calls someone and says he will come a technician. when ? After I leave and it never arrives and they do not tell you what the next step is, I call again 45 minutis waiting to be transferred from one place to another ... finally another appointment for another technician in 1 week, start the expense eating out more the gasoline etc ... comes the 2 technician opens the back of the refrigerator and measures the compressor pressure and says this is why it does not work we need to change the compressor, order the piece ... waiting for the piece to arrive, another week the piece arrives .. I communicate, another week for the next appointment of the technician ... the technician arrives of course 7 or 10 minutes before 2p.m. When it was supposed that I would arrive much earlier ... because he had to go to eat he feels his stomach laughs and tells me why that is the Law ... and I lost my whole day ... I hand him the piece, and he tells me and the other piece, that another piece, that's the only thing that came ... he says i need the other piece and I say do not know .. he calls the center of parts and they tell him they did not send because they do not have it ..and he tells me again like in his first visit to make time (I do not know how they charge their time but they lose him) he knew that he did not have the piece he just lost his time and made me lose my time .. He starts making calls to see if other colleagues have him and he did not succeed ... and he starts cursing in my garage using the word F ... and cursing ... and I did not know why and how I was bothered by his behavior speak to the customer service and she tells me that he has to try to find the piece but that she could see that they did not have it in the sidtema and that it was not available and that they had already or 10 days and it was possible that they would not have it, and he tells me not to worry about getting my food back, and that there was a protocol to follow, 21 days and after that time, the unit would be replaced .. Now they tell me that the technician said that he repaired the refrigerator when he left my house, that's not true I was talking to the customer service and they knew that the piece did not arrive, how could he repair it that day if the piece did not arrive and the I then called the parts department and they told her that they did not have it ... but the Searspabebefit service department. They throw the ball to see if we get tired or not and not only that he also believed what the technician said, and now they want me to pay $ 99.00 + for another technician to come to see the refrigerator and do not want to replace the unit, finally the piece arrived not exactly when we left for the week of 4 July ... And now they tell me that my protection expired and they say they can not and they will not do anything ... No matter what; 1.- The refrigerator broke down a month ago within the protection plan. 2.- I did not make the appointments with a week of time apart ... and 3.- How can you believe the technician that he repairs the unit if I do not get the piece ... you judge right now from 11 a.m. to 4:47 p.m. trying to get an answer or help but I only had people who when they stopped being nice they hung me to be exact 3 people .. All my time and money We have spent and apart to support their unbelievable professional ethics ... but that if when you go and buy not only expensive devices like my refrigerator of almost $ 3000.00 + this and that and the other of course the protection, there if there is a lot of kindness and everything They say yes to everything .. But now I am in agreement with that person again worse experience of my life and also disappointment. ..not like the old Sears .. THE WORST QUALITY IN ALL ASPECTS very unfortunate. If someone has the same experience and can give me some suggestion, I would really appreciate it

I have had 4 product failures with either parts or workmanship within a continuous 12 month period. At this point the MPA clearly states under a "Lemon " provision that the product will be replaced. A supervisor named Jay only felt that had 3 failures since on one of the visits the tech forgot to plug in an internal cable ( this sounds like workmanship to me). They are going to order parts and come out for a 5th repair attempt. I plan on continued pursuit of this thru the S.C. Dept of Insurance
At this point I can not recommend a
Sears MPA or LG Refrigerator

Has been down multiple times. Just fixed and still not working right. Repairman due again next week. Only 4 years old and have bought 2 extended warranties. Piece of junk. Every phone number I've been given to escalate doesn't get me anywhere. Stayed on hold for 1 hour yesterday and system ended kicking me off. No luck no matter what I try. I will never buy from sears again

We have two Sears Home Services warranties. One is a pre-existing Master Protection Agreement for our kitchen appliances and the second is a later purchased Home Services Agreement for the rest of our home. On June 19th of this year, we discovered that our LG refrigerator was not operating and contacted Sears. However, we did not receive an initial visit from a Sears service representative until June 26th. After the visit, the technician concluded that the LG main board was not operating at sufficient voltage to test the system, specifically the compressor, and that the board must be replaced first. This was so even though he knew and I had already been informed that the compressors on this model were failing prematurely. Because of some system communication failure, no part was ordered and no other appointment was scheduled until Jury 1 when I found a manager in Sacramento, who kindly directed a representative to our home on that day. After looking the LG over, this technician concluded that the main board was fine, but that the compressor was bad - as I had initially suspected. The technician - or someone in the service chain - ordered the compressor, which was shipped on July 3rd. We are informed that the part is estimated to arrive at our home on July 8. The technician also told us to contact him once the part actually arrives so that he can attempt to fit us in before the next estimated appointment date of July 11. We are not holding our breath. Even presuming that the part arrives as scheduled and the refrigerator can be fixed by that date - by no means a certainty - it will have been three weeks since we have had a refrigerator. We have lost spoiled food and purchased a bunch of ice to carry us over. We even had to purchase a small refrigerator to house medication that must remain cool and dry. To be sure, some of the Sears and out sourced service personnel tried to fix the service and ordering problems. However, we remain very unhappy. It has simply taken to long for this problem to be resolved.
Supplemental Note: Finally. I received an email from UPS today, July 7, that the part was shipped this morning at 11: 06 a.m. from Lathrup, CA and is estimated to arrive before the end of business tomorrow, July 8. We will believe it when we see it.

I have been a loyal Sears customer since 2000 and have all Kenmore appliances. During this time I have had warranties on all of my five appliances paying over $600.00 a year for this service. Recently I called to have a refrigerator service and was told I would have an appointment in two weeks. The day of the appointment I received a call saying that the service was cancelled because the technician called in sick. My rescheduled appointment would be two weeks later a total of one month before service. The schedule department was just sorry and did not offer any recommendations or solutions. I was refer to Benefits Administration Department. They informed me that I could get a dorm size refrigerator until the service was done. I asked what other option did I have? Find my own repair person, pay for service and submit the bill.
What is the purpose of paying hundreds of dollars for warranty protection not to receive service in a timely fashion when it is needed? I will no longer get this warranty from Sears and I would not recommend Sears to anyone for this service

Barbara Bullock

Purchased this and several other large appliances in October of 2016 at the Sears Hometown Store in The Dalles, Oregon, and it 3 days ago it just quit cooling.

Hours and hours on hold to speak to people in some off shore international call center that barely speak English. Not only can I not speak to a live human being in the United States, Sears can't provide a technician to service it for two weeks. It is the Holiday weekend now so either the numbers I have been told to call are answered by bots telling me the office is closed or I've been on hold again for 45 minutes at a time only to end up right back in the international call center where no own can help me.

Sears used to be a name that meant something. I've bought appliances and tools there for over 40 years as Sears and Craftsman were names you could count on . Now, I will never shop there again. I am learning how to use social media so I can share this everywhere I possibly can and tell everyone I know to never shop there either.

The store where I bought my fridge and other appliances - over $5000 in one day - tells me it is under "new ownership" and they are responsible for nothing. All I got from them was a couple of useless 800 numbers and he claims to have sent an email somewhere. I didn't shop at "joe's appliances" I shopped at "Sears" and Sears should make this good. And certainly after the new owner told me my fridge was a piece of garbage designed and built to fail there should be something he can do, especially when he knowingly sells these items. He also told me they only fill them 30-40% with freon so the cooling systems don't last. The store manager informed me today that all the new appliances are designed to fail after 3-5 years and he buys his own appliances at Home Depot. Wow... He really doesn't want any of my future business.

All I would like is to have a decent refrigerator that actually keeps food cold and actually works for at least 5 years.

Aggravated Beyond Belief in Washington State -
Terri

October of 2017, less than 2 years ago, we purchased a Kenmore Elite Refrigerator model 795.74025.412. From day one, the compressor was so loud we heard it all the way from our bedroom upstairs and down the hallway...we have had the technician come out to try to quiet it down without success. 3 and 1/2 weeks ago (June 10th, 2019), the refrigerator stopped working. It stopped cooling all together. After spending 40 minutes on the phone trying to get a service technician, we finally got someone to come a week later. That technician showed up to tell us that the compressor was bad and that they needed to order the parts and reschedule the technician. Several days later, we received an automated email stating that our technician is overbooked and the appointment is pushed out a few days. One more 1.5 weeks later, the new technician installs the new compressor, says we are fine (this is June 24th) . The temperature never dropped, the fix didn't work. Fast forward one more week later and (not kidding another automated email rescheduling the technician to a later date) another 1 hour on hold and talking to sears customer service, a new technician came out July 2)...worked on the compressor and after 6 hours, the refrigerator doesn't work. I have a digital thermometer inside that shows the temperature increasing from 69 degrees to 71 degrees. Calling customer care and being on hold again for 35 minutes, we can have another technician come out, but 6 days out is the earliest they can have someone come out. It will be July 8th if they actually make the appointment they committed to.
Thankfully we have an extended warranty to cover the costs of these visits, but warranty coverage isn't all that appealing if you cannot actually have timely resolution. 3.5 weeks and 3 technicians; no solution and we will be well into over 4 weeks without our refrigerator upon the next service date. According to the contract, In order to get a replacement refrigerator, we have to endure 2 more "functional failure" service calls before this process can take place. (which means by the rate at which we get scheduled, another 3 weeks before the process can take place). Master Protection Contract # [protected] service order [protected]
[protected]@comcast.net

I placed two orders at Sears for $800 (total). It took me five days of literally waiting on hold for HOURS to cancel the orders. The day after I finally cancelled, I received an email stating that I'd receive my refund within 3-5 days. That was ELEVEN days ago. I have made about fifteen more phone calls, have spent a ridiculous amount of time on hold and was told this morning that my refund was never processed and basically that the email is received was a lie. I was then told that I have to wait another 24-48 hours for it to be processed and ANOTHER 7-10 days to receive my refund. All told, Sears will have held my money hostage for over a month and no one is willing to do one single thing to make it right. The WORST "customer service" I have ever experienced!

Order - #[protected] - Purchased 11/25/17
Salescheck #[protected]
Sold to Charlie Jordan Brookins
5113 Marvale Drive
Los Angeles, CA 90043

To whom it may concern,
My name is Greg Brookins. I have purchased Sears and Kenmore appliances for many years because of their dependability. My wife, Charlie Jordan Brookins purchased a Kenmore gas range on November 25, 2017 and we have continuously had problems with the appliance during most of the time that we have had it. In a nutshell, sometimes the oven starts and sometimes it doesn't. We had the appliance repaired within the warranty period. Shortly after the warranty period had passed, the problem recurred. My wife was told that we would have to pay the service fee for this pre-existing issue.

Since this issue is a result of a problem that occurred while the product was under warranty, I am asking that Sears stand behind their product and repair it without a service fee. In addition to the inconvenience, I have been disappointed that Sears warranty supervisor who identified herself as Jaime informed me that her supervisor doesn't take calls on these types of issues.

Issues of this type take up quite a bit of time. On nights when the oven doesn't start, we have to change our dinner plan. Because of the amount of time my wife has had to spend on the phone, I am now following up. This product has never worked correctly and the implied warranty is that an oven should work properly for decades not for the one year warranty period.

I look forward to hearing back from you. My email address is [protected]@smc.edu and my cell phone is 310.486.1363

Thank you,
Greg Brookins