Sears
Reviews and Complaints

The Sears of my childhood was a wonderful company. I have been using Sears home appliance repair for years with complete satisfaction. After yesterday's experience I will absolutely never call them again. The technician repaired a Kenmore Elite ice maker. Reasons for the review are:
1) they charged $200 for a $60 part. A quick check on the internet provides the retail cost of a water valve
2) they charged $300 for labor for a competent technician to perform maintenance. He was in our home no more than 1 hour and part of that time was spent discussing Sears home warranties, which we did not purchase, thank God.
3) their website promises 20% off the cost with a coupon that I printed. The technician entered a code on the coupon and told me it had expired the day before. Really? The expiration date printed on the coupon is 9/30/2019. Sure seems like fraud to me.

$300/hour...let that soak in. That is by far the highest rate I have ever paid for labor of any kind.
I am simply stunned at how an American icon, like Sears, has stooped so low. They are NOT the company of my youth. I have never felt so "ripped off".

Model number 77553600/Serial no. 611KR00033, purchased Spring of 07 We have been relatively lucky until now. When the fridge lights when out, I tried the exact replacemnt, but they stayed on continuously, so I tried LEDs and they stayed on so I knew we had juice and I confirmed with a meter. I ordered the exact replacement switches and no help. Freezer lights and lights on door work fine.
Reading on Kenmore related sites this problem has been documented and evidently they extended the warranty to the lifetime of the unit. The fix supposedly requires they send a kit for the fix and when the customer has that in hand, they call for a service call. The housing and outlets are not scarred as ones mentioned on the other sites, so I'm guessing it may just be the control board in back. I just don't want to be jerked around and if this is in fact a covered repair I want it known up front. Thank you Steve

We purchase this refrigerator from sears less than 14 months ago and it has been nothing but problems. Cannot believe the poor quality of this unit. The technicians have been here three times already and this last visit today, June 28, 2019, rendered the refrigerator inoperable. He tried to replace the door gasket for the fridge, and he ruined the unit by separating the inner lining from the door. The door is not shutting. This before the long holiday weekend when we stocked up on meat and food for 4th of July next week. To make matters worse, the technician left the unit off and left saying he had to order a new door and he would be back in 2-3 weeks. But to expect months. He was in a hurry to leave and we made the mistake of trusting him. The fridge door was closed and we did not check to see if it closed properly.
Fast forward two and a half hours when someone went to get food from the fridge and the gasket came sliding off. I was flabbergasted at the damage done to the inner lining. The technician removed foam alongside the old gasket. In some places the inner lining is an inch from the door. Besides this, the unit had been switched off for well over three hours. When he arrived he switched it off to work on it and never turned it back on he left in such a rush.
We then went through 3 hours of phone calls and disconnects calling sears service, Finally we reached a Supervisor after wasting time explaining and re-explaining the situation to someone new over six different times. The supervisor actually hung up on my wife and then we recalled and were passed to dead phones with zero resolution. I mean zero. Here we are with no fridge before
THE summer holiday. So much for being a sears customer for 35+ years. Sad to say, all my home appliances are Kenmore brand, we have been nothing but loyal customers and it has come to this. RIP sears, it is a sad day for us.

They have serviced my parents washer 10 or more times saying each time it's a different part. It's the most ridiculous situation I have seen in my life. Buyer be aware get your products else where. They even have a warranty and nothing has helped. Instead my 76 year old father has to drag their laundry to a laundry mat. I will never purchase from sears again. Thank god I knew this when I recently bought 4 AC units for my house we went with a local store that offers so much support.

I represent an elderly couple who had a contractor from "Sears Home Services" come to their home about a job laying flooring in their home. This contractor was sent by Sears. The couple was unsure of the date they might have the work done, but the contractor had them fill out and sign a contract and give them a "deposit" of over $4000.00.

The work order was never placed nor was any product pulled by Sears or it's contractors, per the agent on multiple phone calls with multiple family members.

The contract lapsed and the agent of Sears had the elderly couple resign a contract again with no date of service to be done. Again, zero product pulled. No work done by anyone from Sears or its contractors.

The couple contacted Sears and cancelled the contract.

They received a letter stating Sears would be keeping $500.00, and returning the rest. The reason Sears gave was that it covered the cost of "pulling product". This never occurred no product was pulled and Sears is stealing money from elderly people.

This matter needs to be resolved immediately.

Today 6/25/19 I called Sears for a service call to see if they could send someone to get our mower running again. When I got to the area that takes calls to schedule an appointment the woman on the other end requested I go down a checklist of things that could be wrong with the mower and told me if there were certain things on the list the tech felt had not been addressed we would be charged for the call... I asked when this had been implemented and she said just recently. We did not pay $489. for a five year warranty for some tech to decided they could play "god".

This mower probably has less than 300 hours running time on it it is a 2014 model and has been down with engine problems at least six times. One time a cam shattered in the engine and Sears in three years still has not come up with the simple solution of having a tech spend two hours and replace the engine.

By the way when I mention to the scheduler that what has been implemented in the few months/year is not relevant to our mower since we entered into this service/warranty contract in 2014 and you can not change a contract that was sold and paid for and is still in effect. That Sears is still bound to the original warranty terms since the warranties are handled by an underwriting company and especially when one has been paid in full for over four years

I can supply full transcripts of the conversations I had with the operators if required.

- On May 18th, I contacted an operator at Sears to inquire if a fix could be found for my refrigerator before me taking advantage of the labor day sales. My refrigerator model: GS6nhaxvk02
- I was told by the operator (I asked this more than once) if he had a fix for my issue. He said

"Yes, it is due to the failure of condenser coils and you need to replace the condenser coils to fix the issue completely., As a senior trained parts specialist, I am confident that I have located and verified this part will fix the issue completely."

- I then asked, more than once if the part was easy to fit. The operator's response:

"Yes, it is easy to install and most of our customers install the part by themselves. I will also help you with easy installation instructions to your email from where you can view and fix it."

The part then arrived. Order # C694740. After looking closely, we were unconvinced that the task to fit the part was easy. We waited and waited, but no instructions arrived by email.

In the meantime food was spoiled and stress in my family increased (note we live in Atlanta GA, and at this stage, things are really heating up).

So I contacted Sears again:

I contacted a different operator about the problem with the part so he sent this: https://www.youtube.com/watch?v=LJltl25tPvM . I was confused as I had said I needed to fit the part you sent out but this video was of someone, presumably not a Sears verified technician, merely cleaning the coils. I pointed this out to the operator who apologized.

So I was then sent this, dangerous, likely uncertified, instructional video, not befitting of a company of Sears: https://www.youtube.com/watch?v=hA-oEecFo4o . I am guessing this is not verified but I am sure you agree after watching this video that it should never be sent to the customer.

After over an hour on this second chat of getting nowhere, I asked to speak to a supervisor. After seeing the part that was sent out, he said:

"I see that the level of difficulty to replace the condenser coils is very high and the experts recommend to schedule a tech to do it."

Therefore:

- I was promised that the part being sent out will 100% fix the issue. We as yet don't know the answer to this. I hope so due to the time, energy and money that has thus far been wasted. Not to mention if another part requires to be bought or a new refrigerator that will no longer be in the sales.
- I was never sent instructions to fit the part as promised as part of the purchase agreement.
- I was then sent wrong and dangerous instructions that are not befitting of a company like Sears, that if I had followed could have caused harm.

I am still waiting for a response providing a solution to me having a fully functioning refrigerator.

Do not buy this refrigerator! I have had this model for 4 years. It has needed repair 5 times for leaks and failure to cool. The large drawer and two door bins have been replaced and are cracked again. Sears does not stand behind the craftsmanship. Even the problems that occurred the first year were not under warranty. I have spent so much time and money on this refrigerator, and I am more than disappointed in Sears. Sears sold me a LEMON appliance and followed up with worse than horrible customer service. Again, I warn you not to buy this refrigerator at any cost!

We purchased our Kenmore Elite French door refrigerator in 2014. Never had any issues. The refrigerator is almost 5 years old. All of a sudden the refrigerator smells like something rotted inside. I change the filer every 6 months. I couldn't find the source of the smell. Took everything out, cleaned everything with a bleach solution, changed the filter.. still smells. Put air filter on max..my husband called sears, they said they don't fix smells and asked if we have baking soda in the fridge. Why would I have baking soda in the fridge if I have an air filter cleaning the fridge? And why would it start now after 4 years. Very upset and frustrated! The Sears I knew used to stand behind their product.

We bought all of our appliances for our home we are building. We bought them in 2017 cause they were on sale and they have been in climate controlled storage till just a week and a half ago. My dishwasher model number 665.1354. I washed dishes 1 time and it never washed again. The technician told me it would cost $472.00 to replace a control board. How can a brand new dishwasher only wash 1 time and I need to buy a part that cost more than the the dishwasher itself. This is craziness. Seems to me this dishwasher was defective. Please help me with this.
Very disgusted,
Dorothy Sibille
206 Rue Frederick
Sunset, La. 70584
[protected]

I bought had bought what i was told were 2 CAMERA drones, i only recieved 1 of them and it wasnt at all a camera drone, the other i still haven't received but i got an email saying I received it yet i didnt get an email about the one I ACTUALLY received... i called every possible sears number i could find and i just get told on on a call wait list and it last forever... i didnt spend $100+ just to receive 1 false half of my order... i want my money back

On Father Day I bought a gift for my Husband online at Sears.com and I bought the Wrong thing, He was wanting a Cordless tool but somehow I ended up with a corded tool, I tried returning before Father's Day because They took forever to approve the return and when they final did CPO Outlets did not send me a return Shipping Label I spent so much time trying to reach someone and was getting so anger because I had spent Time Gas going to the UPS Stone Many miles away from me and so many times trying to call and then chatting to someone final all-in out infuriated, chatting with someone insuring me they would send me a return Label again No return Label, . They are giving me the run around, Customer Service Takes Over 45 min's to just hang up on you and say Call back later, they will not pick up Phone. I hate the online Chat but did it and they said they will send a return Label twice now but haven't. I have the Chat Logs and I'm going to call their Head Quarters and Close my account and I'm going to turn them into BBB because of the Customer service is horrible. I have been a customer of there for 30 + year's everything appliance in my house and outside my house has been bought through Sears but I don't know what has happened to this company, but they have lost a loyal costumer. However, I cannot forgive them for this year's Father's Day gift not getting to my Husband when they had time to make it right, this is the Frist Father Days After the Loss of our Daughter last June, and you people just made it worse on my Husband and on Me. I didn't get a gift because I didn't want to give him something I was trying to return! Thank a lot. Mrs. Deana Metzger https://www.cremationsociety-wi.com/obituary/Maresa-Celeste-Metzger/Milwaukee-WI/1802659

Trying to get craftsman air compressor model 919.165050 fixed. Compressor starts fine runs cuts out problem is cut in which when trying to restart blows circuit breaker. Have checked all parts that could be problem all check out fine. Went on you tube found part that needs replacement. Have been told by sears they can't do anything. Say need to try escalation people. I'm trying to get a replacement air compressor or a refund hope I have finally come to someone who can help and not get another run around

It took Sears 2 months to finally repair the refrigerator temperature started to drop 2 days later and then It took them another 2 weeks to come out and after whatever adjustments they made a month later it completely died again, We had purchased new food over $300 worth And we're told that this time they would not be able to come out for another 2 weeks we put in a food claim and even with the maximum best warranty Sears will only reimburse $300 we lost over a $1000 it's been a month and we have not received compensation for that food Claim yet Even with the best warranty we are not any further up on the food chain and don't feel that there is any respect or regard towards customer service within Sears there is a reason they're going out of business how they handle their customers is Culturally unacceptable disrespectful and disregarding shame on Sears if they want to get back in the business of helping people 1st they need to Sue their CEO for ripping them off And put their money back into customer care

This complaint is both about the quality of the product and quality of customer service I received at Sears Optical of Newport Center Mall, New Jersey location. I ordered a 90 pack contact lens from the store and with my insurance non prescription glass worth $150 was also allowed. So, I selected a pair of sunglasses and asked the representative of Sears Optical if she could order a fresh pair for me. She accepted and a week later I got a call that my sunglasses have arrived at the store and I can pick it up. When I went to store I saw a visible scratch on the glass of the sunglass. When I confronted this to the representative, she somehow got furious and said it is not in the line of sight and she needs to re-order from the central warehouse which would take a month. Basically, she was marketing me to take whatever she is giving and forget the fact that the product is broken. I asked if she can give me a receipt of re-order and my request was turned down again. This is an unprofessional behavior and harbors bad reputation to the Sears Brand. If the moderator of this group is reading my post please contact me at [protected].

On Wednesday June 12 I visited the Sears store in Glen Burnie Md. While I was shopping for other items I walked past a clearance sign (sign is attached) that showed a $99 price in front of a patio set. The sign was only marked with a product # with no discription. I asked the sales associate to check this price to be sure it's correct . The salesperson went to the computer and came back to tell me it was correct. I made the purchase for what I was told was correct. I paid $99.99 for the purchase of the patio set. The same salesperson who verified the price range me up and proceeded to help take it to my car. I asked if it could be held for an hour and I would come back with my truck. I left and returned to the store to pick up the patio set when I was told I could not have the set because I paid for something else. My receipt says patio and the salesperson rang me up for a patio set. I could have left the store with the patio set if I hadn't asked them to hold it. It turns out that the salesperson made several mistakes. The item# represented another item which was not my mistake. I even asked to double check the accuracy of the sign. I was told by a manager I could get $100 off for my inconvenience. I am not happy with the way this transaction has been handled. I am an honest customer who purchased something that I was told was $99 and I would like Sears to correct their mistake. I didn't make any mistakes but i have been very inconvenienced for the mistakes of your store associate. As a customer I am just asking for Sears to rectify this problem. I can be contacted on my cell at [protected]

We purchase this refrigerator in 2010 with the Master protection agreement.
4/19/2013 we had to have the icemaker replaced.
9/24/2014 again we had to have the icemaker replaced.
in 2015 a representative called to renew our Master agreement but instead unknowingly to us gave us the Protection agreement.
We have had this icemaker replaced since then:
6/5/17, 1/26/2018, 5/21/2018, 11/5/2018, a representative called to renew the contract in January or February of 2019. At that time I spoke to Vince P. from Westhill's California. Vince promised with this policy the next time we need repair for the icemaker the refrigerator would be replaced.
The icemaker is not working again. Today I have called the Protection Agreement number was transferred to The Benefits Administration Department spoke to Nelson and he transferred me to Customer Solutions I waited on hold for 55 minutes only to be disconnected and to start over. PLEASE HELP!

Lawn Tractor purchased in 2016. Also bought 5-year AT HOME Service contract. Past 2 years, service was provided with very little problem or drama. This year new service is required and I have been attempting to schedule a service appt. First, a Service Technician was assigned for a Tuesday appt. They contacted me on Monday to inform me they would be by to pick up the tractor. I told them our service agreement was for AT HOME service. They said they don't do that type of service. I asked how long it would take to repair and return the mower and they said 10 to 14 days. I told them that was too long and unacceptable. I contacted Sears to find out what to do next to have a service appt ON SITE (at HOME). They said they would cancel the appt and submit for a new one to be rescheduled. The following day no one showed up or called. I contacted Sears again and they told me I had an appt for Tuesday. I informed them it had been cancelled (and why) but they said it hadn't been cleared/removed from their system and they couldn't reschedule till the next day.
Long story short - after many attempts via telephone (to what is obviously an overseas call center) involving many LONG periods on hold and several transfers to other depts (at least 2 of which ended with being disconnected), I THINK I may have an appt for tomorrow, but I cannot confirm it till the service provider calls me.
This has BY FAR been the worst experience with ANY "Customer Service" dept I've ever had the misfortune to be forced to deal with.
SHAME ON YOU, SEARS.

We have had the worst customer experience from Sears Appliance Repair of our lives.

May 17: first appointment with service technician; he used our credit card to order the parts needed for the refrigerator repair and said we would receive a receipt via email but we have not; we don't know exactly what was charged to the credit card, but it came to $345.

The parts were delivered to our house.

May 24: second appointment with a different technician; he said he was unable to complete the repair because the first technician did not tell us we needed to unplug the fridge 24 hours in advance. He acknowledged the inconvenience to us that was solely the responsibility of Sears due to the incompetence of the previous technician.

The technician (Anthony) told us that we should get the fridge repaired the next day (May 25) but the system only let him make an appointment for May 29; he advised calling Sears Customer Care to explain the problem and ensure that we get the repair completed on May 25. He said he was willing to come himself to make sure the repair was completed the next day.

The technician left, with all of the refrigerator shelving and other parts on the kitchen counter

My husband and I both called Sears and spent almost an hour on the phone without receiving any help, although we were offered an $80 gift card.

We talked to six different people who told us we could NOT receive an earlier appointment; when I said that May 29 was impossible due to our work schedules, I was offered June 10 as the next available appointment. We are a family of five and cannot be without a refrigerator for an additional two weeks, particularly when the initial mistake was made by Sears.

I asked for an itemized, emailed receipt for the $345 that we had already paid and was refused; the representative said they will only email a receipt after the work has been completed

We then drove to our local Sears to try to explain the situation to a human being, but no one from the Repair department was on the premises; a Sales associate finally tracked down the manager of Repairs (Mark) by phone and asked him to call us; he told her that he would call as when he was next to a computer, but he never called us. Our request continued to be that someone come finish the repair the next day. The technician even said he himself would come on Saturday, May 25, but he couldn't do so without permission from his boss.

A Customer Care supervisor then called us back but claimed to be unable to change the May 29 appointment, so my husband canceled the appointment and asked for a full refund of everything we have paid and an opportunity to return the parts; that supervisor said that he referred the claim to the refund department; we have not heard from them. We have no idea of the status of that refund request.

May 31: A technician from another appliance company came to do the repair; however, he would not repair the fridge because it is partially disassembled by Sears. We have now taken off three days of work and been without a refrigerator for over two weeks due to the incompetence of Sears.

We need a functional refrigerator now. Sears Appliance Repair needs to compensate us for the three missed days of work (so far) and the weeks without a functional refrigerator. Someone needs to repair our refrigerator today or supply us with a new one of equivalent value. We are in the Western New York area. The phone number associated with the account is [protected].