Sears
Reviews and Complaints

I scheduled an appointment for April 19, 2019 to have my Kenmore washer and dryer maintanence service. Link: https://repair.searshomeservices.com/maintain_clean?sid=HSRxEm8888203342&utm_source=promo&utm_medium=em&utm_campaign=hsr-mnt&bxid=967174122 My appointment was between 10am and 2pm. The tech showed up at 4pm. I expained what I had ordered and he stated the only thing he could do was clean the lint out of my dryer and run a cycle on my washer. WHAT? I'm paying $149.99 for what? I explained again that what he was supposed to do. He vacuumed out the dryer in the front after I insisted he remove the cover. He then vacuumed behind the dryer but nothing else. He then ran a cycle on my washer and stated it was running fine. I pointed out that it needed to be cleaned. He stated he was a refrigerator repair tech and that wasn't his job. picutures below are how he left my washer. What did I pay for? NOTHING.

I called to have both my refrigerator and oven repaired. When I made the appointment the person I spoke with said I would have two diagnostic fees. One for $99 and the other for $60.00. I also told them I have a coupon for 25% off. She said it that was fine. When I received the appointment notice for april 10, 1019 they both had a $99 diagnostic fee. Again I called and had a detailed conversation and was told again iiwould be charge less by the second technician on april 10, 2019. Again conformed the 25% off for both services. When it was all said and done the refrigerator technician charge me $99.00 and said the oven repair would give me the lower diagnostic fee. The tech for oven said I needed parts which he ordered and then charged me the full $99 diagnostic fee. When I asked him about it he said I could not use the 25% off and get a discount on the diagnostic fee. We scheduled the final repair appointment for the following week april 19th. I immediately called sears customer service and they said we will investigate why the repair person did not give me the lower rate and get back to me. Forward to the day before my appointment (april 18th) I called and spoke with customer care person. He told me that indeed I could not use both and that I had a appointment on april 19th. He gave me another number to call and after 25 minutes waiting on hold I used another phone to call in a complaint. I spoke with a supervisor and they said they could not give my $30.00 back until my final appointment when I paid the remaining balance. So, I pay for it upfront and then they will reimburse me. I thought this was rather odd but ok.
Today friday april 19th was the appointment day and no one showed up so I called. I was told my parts (which were being delivered to my house-no one told me that they were coming to me) were not coming until this afternoon and we could reschedule the appointment for this coming monday. I was very upset because I had to take time off work and have to again on monday. It really did not matter to them. They kept repeating my new appointment. I escalated the complaint (on hold for another 25 minutes) and they offered a gift card to sears. We do not have a sears anymore. It got escalated again and richard the lead manager said they would do nothing for me because he could not find my appointment for today, even though he and I both had a confirmation for a "rescheduled sears appointment". I was told by richard there was no one else for me to speak with. At the end of the call he told me to have a"blessed day".
I cannot continue to take time off of work. It is extremely frustrating to go with out pay when better communication would have taken care of the situation. I feel they should take $ of my bill. I have spent many hours calling and waiting at home-not getting paid.
I will never buy a sears product again. Imagine... Not even an apology.

I would not have imagined how horrible this company has become. I have had 3 canceld appointments and missed 3 days of work for a repair that was given a guaranteed repair date and now you are asking me to miss a 4th day of work due to your error. I also lost food and additional money because of yor lack of honoring scheduled appointments. When I asked for a supervisor I was refused. Your employees are rude and show a lack of compassion. I have called several numbers for assistance and have received none.

I placed my order # 894501038 (salescheck 093000373547) on April 4th 2019 for a Kenmore 6-Burner Gas Grill with Storage. I received an email from Sears on the same day (April 4th 2019) informing me that my order is ready for pick up. I checked my order online yesterday, before going to the store to pick it up, but I found the order status states that my order had been picked up. Because the item size is too big to fit in a car, so I had to find a truck, which I did, but unfortunately I missed the chance, and I no longer have it.

I chat with a representative who told me that they would contact me in 72 hours. I wasn't satisfied by that response and I called Sears on April 16th 2019 at 4:59 PM. Sears representative told me to go to the store and file a dispute there.
That was another terrible response; I didn't order the item from that store. I ordered it from Sreas Online. The store staff could even say that they hasn't received my order. What could I say to them in this case. Also, the store is about 40 miles far from my home, but I chose that location because it was the closest store that had the item in stock. I told the representative that I had bought the item from Sears Online and not from that store, and I had paid my money to Sears and not the store. So, I asked to talk to the manager, but the representative put on hold forever (the total time of the call was an hour).

Sears has to take care of the problem. Asking me to drive 40 miles to file a dispute is a terrible customer service. As I mentioned above, I don't have the chance of using a truck, and I believe that it is fair to ask for the item to be delivered to my home.

I will not accept a refund after all this long waiting (13 days). besides that when I shopped for this item I learned that there was very few of it, which means that I don't have the chance to order it now from another store.
How did the store hand the item to a person who, apparently, didn't have my ID!
This is the store information:
Address: St Charles Towne Ctr11170 Mall Circle Waldorf, MD 20603.
Phone # 301-870-6300

I am looking forward to your prompt reply.

Thank you.

Sincerely

Najat Talha
[protected]@hotmail.com

It is now over 2 months since I have attempted to cancel an online dryer order.
I was told on 3/22/2019 that I would be receiving a refund in 10 business days. I have now spent an hour on the telephone phone, after being bounced around and calling back to find out the the order can't be refunded at this time. An "offline" division now has to handle this cancellation and it will be another 7 - 10 business days while this happens. In fact, the representative asked for the credit card number that I used so that she could place it in an e-mail to the "offline" division. I told her there was no way I was giving her that information and that the "offline" division could contact me accordingly. For the record, I have made a total of 10 calls up to this point in time. Everyone I talk with gives me some excuse why the order can't be or hasn't been cancelled. Interesting part it, Sears has had my money from the moment I placed the order. But now, they are unable to refund my money. It's no wonder Sears is bankrupt! Sad, I'll never buy another Sears item as long as I live. I've spent thousands of dollars on appliances, tools, and lawn equipment over the years.

I bought two applainces from my local Sears store. I bought a Sears Kenmore Elite stainless steel side-by-side refrigerator, model # 106.51773 510 March 16, 2018. (Salescheck # [protected]) I bought a Sears Kenmore stainless steel Microwave, model #790.[protected] June 6, 2018. (Salescheck# [protected]) BOTH items have a faulty finish on the stainless steel exterior. BOTH are showing sign of rust forming on the exterior doors. (See attached pictures.)

Both products have been used in an air conditioned kitchen, not exposed to outside elements. I have only wiped the surface with a damp rag; no detergent or cleaning solutions; no stainless steel cleaning products.

Something is wrong with the actual product. The finish is defective. One appliance repair technician who worked for Sears in the past and was at the house for a washing machine repair thought it might have something to do with the shrink wrap that both product surfaces were wrapped in when delivered. He though that maybe when the protective plastic covering was pulled off, that the adhesive on the covering pulled off the stainless steel protective coating applied at the factory. It certainly sounds plausible.

I don't know what the problem is, I just know the finish is defective. I've had stainless steel products for 15 years and this was never an issue.

I think Sears should replace the doors on the refrigerator freezer and replace the door on the microwave. It replacement doors are not possible, then they should replace both appliances. I know baking soda can remove the rust, but without the surface being properly coated and protected, the issue will rise again. I should NOT have to worry about rust appearing on my stainless steel appliances from Sears.

We purchased a Kenmore Elite Grab and Go refrigerator from Sears in April of 2015. Last week our ice maker stopped working, and then a few days later the frig and freezer both stopped working. We contacted sears and was told that our warranty had expired. Sears scheduled a repair man to come out the following week, and offered us a warranty plan stating that we could pay $49 a month, with a $99 deductible, with parts covered and labor for up to $500. We accepted the plan. Even then because Sears does not do repairs on the weekend, we still lost a lot of food therefore had to spend $160 on a small freezer to salvage what was left of our frozen meat. The following Monday we waited for the repair man for most of the day. Our appointment time was between 1pm and 5pm. The Sears repair man did not show up until around 6pm. He then informed us that our compressor was bad and that it would take a week for the repair work to be done. He then told us that we were expected to pay $99 for the visit, plus $146 dollars because the repair job exceeded the $500 limit. This information was slightly different from what we had been told by the person who sold us the warranty plan. When we called back a different representative told us that Sears only covers up to $500 for the total repair job. When I complained about the misinformation, the warranty person on the phone offered me $500 towards the purchase of a new refrigerator from Sears. To add insult to injury, the repair person told us "Your compressor is an LG compressor and these things are dropping like flies". When I questioned him about the brand of the replacement part, he informed us that he would be replacing the compressor with another LG compressor. I have been on the phone with Sears several times the past few days complaining about my refrigerator not working. Twice the warranty person on the phone was more concerned with scheduling a free walk through to sell us a new AC unit than they were our nonworking refrigerator. After being told that we now have to wait another week, we ended up spending another $60 on a small refrigerator. I called the corporate office this morning and was sent back to the same customer service number. It's frustrating because the English of the people we spoke with is not very good. The agents sound very rehearsed and appear to experts at not solving your problems.

I have purchased appliances from sears for years as have my and sisters, never until have i had a problem . I wanted to purchase a clothes dryer using the lease plan, the slaes person wanted to sell me product insurance, i refused tell the sales person that i have never had a problem with a sears product she then responded that, s because to buy cheap sears products but when to purchase more expensive items with up grades you need the policy . She informed me that she has had problems with the appliances she has purchased from sears . to try to up sell a buyer to refuse to do what is required to complete a sales using a lease agreement, to tell a cusytomer that an amex debtcard is not a debit card and then demnad that i prove that it is shows a lack of training . the lease company attempted to help her process the sale but she was unable to operate the computer to do so . I then requested that i talk to a some one above her and she said that theirwas no one in the store . I today learned from the head of the store that there was some above her that i could talk too, so she lied . I say if you want to purchase appliances go somewhere other than sears

Our first unit was a French door with the freezer on The bottom. It was purchased on 1/17 and within 3 months I've started to build up and service called. They claimed an ice trap problem then this January the freezer wouldn't open. Ice froze unit Repairmen out 6 times finally one took off the door and saw inside warped. Had to go to the sears store and pick out a new unit. Couldn't get what we wanted because of a late delivery date and we were heading back to Buffalo before then. Deliver on Monday, April 8th and by the next day freezer full of frost and ice. Repair out today. Huge gap in entire cabinet. So Friday another unit being delivered. I've lost food and precious time calling and waiting for repairs and deliveries. I feel Sears needs to do something for me!
Mary Grace Frank

I requested repair service about six moths ago regarding a dishwasher leak, which up to now has never been resolved. Sears has dispatched a total of 4 field technician so far. Each one of them I had different diagnostics and after a bunch of spare parts ordered, still no resolution to the leak issue. The scenario is that whenever the previous technician orders a part he instructs you to call in to re-schedule an appointment whenever the part arrived. Unfortunately, when the new technician arrives only to ask you why the previous technician ordered that particular part and that it was the wrong diagnostic. After a total of 4 technicians with different conflicting diagnostics I called in to voice my opinion. I was told that they were not sending in any more technicians claiming that based on the diagnostics, the parts were not covered under the contract. This is the company that advertises that if they couldn't fix it, they would replace it but to my surprise I was told they the parts were not covered.
With this kind of horrible service and not offering what was advertised to the clients is the reason why end users loose trust in the would have been legit service providers. Is it worth signing up for such service contracts? One is better off saving the premium amount in a piggy bank and use it whenever any appliance breaks down.

Hello, we bought a refrigerator with damaged handles and no other damages at Sears outlet in Newton, NJ three weeks ago and delivery was set up to my second house Dingmans Ferry PA on March23, 2019. They deliver appliances that we bought and when I look at refrigerator it had more demages when we bought it. The handles were damaged in more spots, handles in the bottom have dents as well. Sides of the refrigerator have dents. I inquired about it the delivery guy but he said it was like that before. So I sighed the papers stating the delivery was done. When I back home to NY and I looked at original receipt I saw that it should be no damages but only the handles on the top. I called the store right away and the the guy who delivered appliances to me pick up the phone. I explained to him that this delivered refrigerator has more damages then originally. I asked to replace at least the bottom handles. He said once I sighed the papers there's nothing can be done. Then I requested a return which he replied that I have to do it myself. Unfortunately I can't do it since I have medical condition that not allow me to walk normally. So he asked me to send email with the pictures and receipt which I did but no answer... the more I was thinking about what happened I realize it was wrong refrigerator because at the day we bought it we took all parts with us like manual, filters and so on. Delivered refrigerator has all parts inside the refrigerator... later that day I call to customer service and explain the whole situation. The customer service called to the store and the manager of the store Ms. Kelly was busy at that moment and said she will call me back within 1 hour. No one called me back. Since I have only 30 days to return and 3 weeks pass already I have only 1 week left to return it. Please assist me with this issue. Thank you

2 techs came out not 1 diagnostic test done! Do not use them 1st guy came out after sitting around all day, listed to symptoms decided it was the coil without ever doing a test. Used the dryer the next day it's even more messed up than the fist tiem. The 2nd tech was supposed to come after 4:30 (cs assured me of this) he told me he doesn't work past 4pm even though wait window is 1-5! Left work early to meet him here by 4 and He gave some BS about distance from the Dryer to the vent and dryer working too hard. Our house is average distance same air flow we have alway had, vent is clean and nothing coming out so there is no blockage. !Not one diagnostic test was done, he came up with some BS story and never pulled out a tool or opened up the dryer. Also would not listen to symptoms kept trying to say heat issues etc even though the dryer can't be too hot and turn off when it was even running for over an hour! What the hell does the start button randomly working have to do with heat either? Dryer not running on temp settings etc. When pressed about why not opening the dryer up, doing any tests, looking at the panel which is clearly having issues he said i'm not dealing with this and left. Now 6 phone calls later and still trying to fight with someone for a refund and getting the run around.

Refrigerator stopped cooling on friday.. Called and they said they could get someone out on monday to check it out. Lost everything in the refrigerator and freezer. Monday tech came out and said compressor is shot and needs replacing, called it in and they told him to order and schedule for replacement. So he tells me that it will take about a week to week and half to get the part and schedule to install it. This is unacceptable.. I have 4 kids and we have no refrigerator for 2 weeks and sears thinks this is acceptable. Tried calling and explaining this to the person on the phone but they said they was not gonna do anything about it. I can see going without a dishwasher or washer and dryer.. But a refrigerator is an essential to everyday life.. How would the person in cgarge of making this decision like to live without a refrigerator for 2 weeks.. This is so wrong and unacceptable.. They need to get me a new refrigerator now! This one only made it 2 years.. No winder sesrs is going bankrupt if this is how you treat your customers

When I heard that sears was going into bankruptcy I was really unhappy to see another major U.S. Retailer going out of business. Not any more! Here's my horror story!

The morning of February 12th, with 14"of new snow on the ground, the auger transmission on my craftsman 42" snow thrower broke in to piece!
Located the part number, called sears and placed the order for the replacement part.

The sears agent actually told me that if I expedited the shipping I could have the part by February 14th, so I did! I checked for shipping info and found that the part order was pending. Not so good with more snow coming every day for the next week!

Called "sears parts direct" looking for order status and found it impossible to talk to an american, always got some poor Filipino script reader, who while doing their very best to help, never accomplished anything! I asked to speak to a supervisor, which I did and again accomplished absolutely nothing!

I called at least once a day from February 14th through march 1st, with exactly the same results. Sears personnel stated that they could not call the manufacturers to get a ship date, every customer service agent and supervisor said exactly the same thing! Meanwhile the snow kept building up higher and higher along with my frustration and a growing disgust for anything sears!

On march 1st, I finally found the manufacturers, gave them a call, checked stock (they had several in stock) and ordered the part! The normal shipping will get the part to me by march 8th!

Due to sears incompetency and horrible customer support I have had to do without a very important tool when it was most needed for almost a month!

I will never shop at sears again, and urge everyone who wants to be treated like a customer to take their money else where!

I ask that my friend share this, so no one else will endure the frustration I have had!

Gysgt Rick Roy
USMC Ret.

Case# [protected]

Master Protection Agreement

Sears has lost its compass! I have been a loyal & long time customer of Sears. Recently, I've had a difficult time getting service. We can start with my garage door opener that stopped operating. They came and said I was entitled to a replacement. I was told they were ordering & replacing the entire unit. This was on or about October 14, 2018. For two months they dragged their feet and said the opener was not available. On or about December 18, they came and replaced my opener. They were supposed to come on the week after. I received a call from my wife that they were at my house and wanted to do the repair then so I scrambled to get home. By the time I got home the opener was half installed. There were bits and pieces of plastic and debris all over the floor of my garage. My Garage door opener was replaced, but when they replaced the opener they were supposed to leave me a new remote control. They lied and said they did. That is not the case! Also, the keypad was not programmed to the new opener. I called customer service and they had the installers come back. They told me when they came back that the new opener was not compatible with the old openers remote. No one told me this would be the case. I keep getting referred to a "Daniel" in Sears Garage Door. He is not service oriented or nice person at all nor does not care about the customer. This situation needed to be resolved ASAP as I had a door with no remote for over two months. That's as bad as having an opener that didn't work since October 14. Sears came out again, but the issue still is not resolved. My Garage door opener was replaced, but the existing opener and keypad does not work properly. When they replaced the opener they were supposed to leave me a new remote control. They lied to customer service and said they did! That is not the case! Also, the keypad is not programmed to the new opener. They told me today when they came back that it is not compatible with the old opener. No one told me this would be the case when they offered a replacement. In addition, the only thing they replaced was the motor & housing. Not the chain, assembly etc. and again no remotesI keep getting referred to a "Daniel" in Sears Garage Door. He is not service oriented and just does not care! You can call their office and most times after 2:00 0r 3:00pm pm it goes to voicemail. Hell of a way to do business! This situation needed to be resolved ASAP as I had a door with no remote for over two months. That's as bad as having an opener that didn't work since October 14. I also found out that the new opener was not compatible with the old keypad. They did not communicate any of this to me. I have been a customer for over 40 years... Is some way to treat someone like me? Customer Service keeps arranging service, but they do nothing as they are a separate franchise. Also, when they replaced the opener with this sub-standard one they broke a bulb, also shattered plastic made a mess that I had to clean-up. They left the old opener in the middle of the floor. People apologize, but nothing has ben done about it. I've been totally mistreated and disrespected. After writing several times you just get emails like this:

Dear Steven,

Thank you for contacting Sears!

I am sorry to know that you have been subjected to such a frustrating series of events. We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience.

We request you to contact REPAIR SOLUTIONS-888-372-9318, 800-665-2127 as this is the team who deals with these issues and the hours of operation: 7:00 AM - to 6:00 PM CST.

Sears appreciates your patience and understanding in this matter.

If you have any questions or need further assistance, please do not hesitate to contact our office at 800-479-6351.

Regards,
Suzanne N
Sears Member Services

Then you call and get more emails like this:

Dear Steven,

Thank you for contacting Sears!

We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience.

We have received your query, I request you contact the protection agreement benefits administration
team (PABA) at 800-927-7836 as this is the team who deals with these issues and Hours of Operation: 8:00am to 7:00pm EST.

If you have any questions or need further assistance, please do not hesitate to contact our office at 1-800-479-6531.
Regards,
Sara k
Sears Member Service

And they do nothing!

After several emails they finally sent me a Keypad, but I still have a crummy new opener and old parts and still NO REMOTE control.

Next, stay tuned for my frustrations with my Boiler repair! This has me Boiling!

Not the same company it once was... Very Sad!

Be warned; sears charges a $99 diagnostic fee to get the tech to your door. This is understandable. However, if you do the repair the $99 fee is supposed to be credited against the cost of the repair. This is not done by many of the techs; including the one who repaired my kenmore dryer. He was in my home for just under two hours. The parts cost was about $150. He hit my card with a total repair charge of almost $400 and res mine. Refused to credit the $99 "diagnostic" fee against his labor cost. Buyer beware!

On January 4, 2018 we purchased a brand new Kenmore side by side refrigerator from the Sears store in Pensacola, Fl.. Sometime in late June or early July we had an issue with the freezer lights not coming on when the door was opened. Since it was under Warranty, we called the 800 number and scheduled a time to have it repaired. A repairman came out, diagnosed the problem and had to order some new lights in order to finish the repair. When the lights came in they sent another tech out, who we thought at the time, fixed the problem by replacing the lights. Not sure if that was all that needed to be done, since these are LED lights which everyone knows last a very long time, but they were working when he left.
Jumping forward to February 2019 we are experiencing the same exact problem, except this time we are a about a month out of warranty. Let me say this again, these are LED lights and we are 7 months away from the last repair. This can't be right. I have called Sears customer service, Kenmore and Whirlpool (they stopped making Kenmore products in 2017) explaining this situation and asking for help in getting our refrigerator fixed based on this being the same problem and worrying are we going to have this same problem every six to seven months. The only thing I got from my time on the phone with them was an offer to send out a repairman and fix the fridge at cost. I know I'm a whole month out of the manufacturer's warranty and the repair they made has a 90 day warranty, but I still think LED lights should last longer than 7 months. BUYER BEWARE - I talked to an appliance repairman (I was going to schedule the repair with him) who lives in our neighborhood and he told me he no longer works on replacing/repairing LED lights on some model refrigerators because they are so expensive and very unreliable. When is the last time anybody ever worried about refrigerator lighting. Anyway, as someone who has bought many Kenmore products and certainly many different things from Sears I'll have to rethink where we make our purchases.
Please respond
Thanks

Doug Durden
[protected]@cox.net

I have a washer, dryer and refrigerator covered under a sears protection agreement. Twice, when my refrigerator ice maker broke, I asked to have the part on the truck. I was told they would. No, instead a tech comes each time, orders part and I gave to wait a month each time to get another appointment.

Today, the same thing happened with the dryer. Door would not latch. The tech on the phone had me look at dryer and he determined what part was needed. Had to wait over 2 weeks for appointment. Same thing, repair person does not have part. To make matters worse, he barely spoke a word of English. Now he orders the part and I have to wait another month to get a person back out.

Totally acceptable customer service

As many others have complained about, I purchased the Kenmore Ultra Wash Dishwasher in 2007 and about 2 years later the plastic buttons on the control panel started falling off. One by one, starting with the first button on the left (if looking at the machine) and then over to the first and second button under "options" . The rest are literally hanging on by a thread. Thankfully the control panel works but looks really awful from an appearance perspective. It runs really well and overall does a great job at cleaning the dishes. I definitely can't afford a new control panel and cost of installation. Also, the rubber strip at the bottom of the machine came off some years back and although we have tried to re-glue it again, we have had no long term success. I am hoping Sears will come forward and replace these parts since they have obviously been a problem for many owners of this dishwasher. The model is 665-13573K700. Thank you and I look forward to your reply.
[protected]@gmail.com

Sears Home Warranty has poor customer services and horrible technicians.
We purchased Sears Home Warranty after we had a technician in to fix our refrigerator in July of this year, so my husband and I decided to get the $70 a month which is whole house. We had a repair man come in for our dishwasher it didn't seem to be cleaning, so the man comes in looks in the dishwasher and says you don't clean out your dishwasher or rinse dishes, I didn't expect this.. We do clean our dishwasher and rinse dishes, so then he said ok I'm done $100 please. Next experience was our microwave stopped heating so we again called Sears Home Warranty, the tech came in and said what was going on and then proceeded to tell me that we need to remove the microwave and that is the only way they will work on it. He ordered the part, but next available appointment was 3 weeks away, so part comes in a week later, technician comes in, puts in part, he fixed it enough for it to work when he was at the house, next day my friends husband puts it back up and we try it out, it was shot didn't work at all. I had to go to the local Home Depot and buy another hood microwave at $225 so my friend could put it back in. Tried calling customer service to complain and no success, they wouldn't talk to me they said my husband opened the warranty and he needs to cancel it, both names are on warranty. When we purchased this warranty we were told we can cancel at any time.. We feel we no longer need this worthless service.