Sears
Reviews and Complaints

We purchased this refrigerator approx. year ago We have had a terrible odor coming from behind the unit, like a dead mouse. We googled this problem and found that there are lots of people with the same problem. We paid over $2, 000 and would like this resolved asap It is causing the whole kitchen to smell really bad. Our contact info: [protected]@yahoo.com or [protected]@yahoo.com [protected] or [protected]
Dorothy Clark and Gregory Miller We request either a refund or complete repair

Don't buy a warranty from sears they are frauds and just take your money.🖕🏽🥜 still waiting 5 weeks.2 weeks for a repair man.came out still not working.1 week for parts.1week repair man came out put parts on not working.now 2 more weeks for another repair man.they are guessing what wrong with the refrigerator.warranty department ain't [censored] I'm a diabetic and the consumer doesn't matter to sears it all about money.not the customer.so I say sears [censored] you your company in the toilet that why your company going down in flames 🔥 burn in hell your whole company.

My oven went out on my range after only having it not 5 years .The wiring blew out wasn't wet always clean, but yet it 's gone, Sears charge me over a hundred dollars for the part alone. I turned the oven on a little while later I heard something pop then a little smoke than a little later bigger pop.This happen 9/2018 called Sears and was told my warranty was out. My purchase date was 20013 model # IS :790.4558, 790.4559

Our large 1 1/2 year old Kenmore refrigerator failed on August 12, 2018. I placed a called to Sears Service. We have a 5 year service agreement. They said they couldn't have anybody here until August 18, 2018. Not having any other immediate options, we accepted the appointment for August 18, 2018. The service technician came and concluded that we needed a new control board and a new fan for the freezer part of the refrigerator. He could not return until the parts were delivered, so an appointment was scheduled for August 30, 2018. The parts finally arrived and the service technician came to install them. The control board installation went as planned, but the fan was the wrong one. In any case, it appeared that the refrigerator was again working. The service technician told us that it should cool down within a couple hours. After three hours, it was not cooling. It was not fixed. I immediately called Sears Service and told them that the fix didn't work and they told me they would the service technician return either that afternoon or the next morning. The service technician did not return that day. I received an email telling me they would be here on August 31, 2018, the next day. On August 31, 2018 I received another email telling me that the appointment was cancelled. I called Sears Service and was told that the scheduled service technician thought it was a duplicate and cancelled it. They made another appointment for September 1, 2018. The service technician arrived and checked the failed refrigerator out more thoroughly this time. The real problem was the compressor fan had failed and had ruined the new control board. The serviced technician placed an order for another control board and a compressor fan. An appointment was scheduled for installation of the parts on September 14, 2018. On September 13, 2018, I received a call to confirm the parts had arrived. The control board had arrived but the compressor fan had not. Not having both parts, my appointment for September 14, 2018 was cancelled.

We have been without a refrigerator for nearly 5 weeks. Their response was that they were sorry, but no parts ... no appointment. I asked about a replacement unit. Their response was that only after parts are on order for over 21 days, can they entertain the idea of a replacement. So, after buying one of the largest, most expensive refrigerators they sell and buying a 5 year service agreement, they don't care. Their response is "that is procedure". I have purchased my appliances from Sears and have service agreements on most of them. I will NEVER buy another service agreement from them.

9/3/18 - in local store - clearance shopping
Double sided sales rack with active wear. One side had sign indicating 80% off lowest price, other side had signs with 25% and 80% off. (I took pictures)
Selected pants did not ring up with discount. Asked for manager.
Male department manager (did not identify himself) advised me that some were 25% and some were 80%. Sales associate had previously checked pricing on different patterns of pants on side with 2 signs - pricing was not consistent with signs. Dept. Manager state "I cannot give the pants to you for 80% off). I asked for district/regional manager number or store manager. Store manager (Pedro) came to department, department manager approached him and both went to area where rack was located. After ~5 minutes, the store manager approached me and asked, "How can I help you?" I responded "didn't your department manager appraise you of the issue", to which he responded "yes and I can give you the number to corporate". No other dialog, no recap of the situation. He did explain the way it works for customer assistance is to call the customer service number and they would follow up.
I called CS as I was leaving the store and was disconnected then transfer ~4 times, over a 20-30 minute period before a complaint was created. I was told the regional/district manager would be contacting me within 24-72 hours. After not receiving a follow-up call (72 hours had passed) as promised I called CS again. I was then informed it would be escalated to Level 2 and the store manager would be calling. That was unsatisfactory as one of my concerns was with the store manager. I asked to speak to a lead or supervisor at the contact center and was told on several occasions, they were not available. The CS representative then told me someone would be calling me in 2 hours. After 4 hours had passed and I had not received a call - I called CS again and was told it would be escalated again. Today is September 13th and I have not received a call back, follow-up or resolution.
During the numerous calls to CS I spoke with: 1.) Steven; Kazi: Unknown CSR; Trixie: Cesca: Rosie.
Today I will be filing a complaint with Illinois Attorney General and BBB.

I purchased this 5 Master Protection so that I could schedule a check on my air conditioning system as I needed. My plan was to have it serviced the first few years.
My system is in the attic.

It was installed August 2015.
2016-- scheduled an appt. and requested a tech that could climb into the attic. This was ignored . Had tech arrive to only end up looking at the outside unit. No pressure check done on the main unit in the attic. This tech not qualified to climb into attic.

2017-- 3 more attempts for correct technician allowed to crawl in attic. They finally sent a tech and although he wasn't suppose to climb into attic (he had back surgery) he did so.

2018-- 3 attempts to get qualified tech. Then someone scheduled tech (who had back surgery) to service my air conditioner. It took this tech all day to reach his supervisor to tell him of the issue. This tech called me an apologized (knowing of the last two years) saying he thought he had arranged this to be handled differently and efficiently the prior year. It was scheduled with a different tech for Sept 11... Sadly just received an automated call that I need to reschedule..

Frustrated that I wait and plan for the appointment only to have it rescheduled or cancelled.

So my dilemma is to forget having a yearly service done, cancelling my Service Agreement or trying to reschedule.

Problem started on 8/11/18. Took sears tech chris until aug 30th before he could come out. Originally I was told 9/4/18! He "guessed" that the problem with the frig. Might be the pcb (power control board). Ordered the part. He said to call as soon as it arrives to schedule repair date. I received it in 3 days. I called sears scheduling department and was told I would have to wait until oct 16th...……. No no no!

On 9/5/18 I called the scheduling department and told them that is not acceptable. They in turn forwarded me to shirley, in the sears protection agreement benefits administration ofc., whom stated that she was the "case mgr." I discussed in length the issues I have been faced with since 8/11/18 when my 3yr. Old, $2000 refrigerator, with a $579 master protection agreement, stopped cooling properly. She in turn reached out to the scheduling department, and got them to change my scheduled appt. From oct 16, 18 till the very next day, 9/6/18. This time a second sears tech, bruce, was sent out. He was not a very pleasant person. Unsympathetic, argumentive, boarder line rude!. I was in the process of trying to explain everything that went down with the frig. And what the previous tech chris said, and he kept interjecting during my conversation making me feel as if he was giving me the 3rd degree and trying to see if he could trip me up or something with my words. I finally had had enough of his demeanor and let him have it.

Bruce said it is not the pcb. Took back wall in top of frig. Apart and said it's the duct assembly multi (damper door) that is broken. Ordered the part. Should take 3 days. The rescheduling would be the issue as to when he could get back here. I told him that is not ok. He in turn called,?, and then said he'd be back here on thurs. 9/13/18. He did not even leave me a sears home services ticket indicating his tech# or service order# along with his tech comments on it! The 1st tech sent out, chris, did leave me one.

Today, sat. 9/8/18, I received a msg left on my answering machine stating to call the scheduling dept. At [protected] to reschedule. Spoke with bethany. Said service call wouldn't be until 10/2/18. I told her no! The tech, bruce, said he'd be back on thurs 9/13/18. She said they must have had to reschedule. I asked for the supervisor. She in turn transferred me to von, id# 102855, whom identified herself as one of the supervisors in the scheduling department. She said she'd try to reach out to the (tech?) scheduling dept. To see if anything could be done. I asked to speak with the case mgr., shirley, in the sears protection agreement benefits admin. Ofc. She said there is no case mgr.in their building. Didn't know where shirley was located at! However, she did see in the computer system where (shirley) I was issued two checks (which were indicated to me by shirley that I would be receiving, for food lost and towards purchasing a mini frig. I guess they don't have any signatures associated with such things, or addresses associated with the authorizations of such things... Go figure). I asked for the top person over scheduling department. I spoke with shantee, whom identified herself as an agent. She said they don't have any control over the scheduling of technicians. I would have to talk with the scheduling dept. I told her I just did, which is why I requested them to forward me to the case mgr. Of the sears protection agreement benefits admin. Ofc, shirley, which they obviously couldn't, so they transferred me to you!

This has been a very disappointing, exhausting, sickening experience! I have not slept well in over a week now due to all the stress and havoc this has created for me. This is no way to treat your customer. The shame of it all is that I used to swear by sears appliances. The technicians that used to come out to service their customers went above and beyond to please you. And were very professional and courteous. Not any more!. Which leads me to believe that I will never purchase another appliance, nor anything else from sears in the future. I have far too many other things going on in my life to have an absolutely horrendous experience like this has been affecting my well being. Just so sad. You might think about this real hard sears. Given the situation you are in already in today's market.
Ps. By the way, since I have began typing this, I now have received another email from the scheduling dept. That now indicates my repair date has been pushed back by another day. Instead of oct 2 between 8am-12pm it's now oct 3 10am-2pm! Are you kidding me.

Purchased a Kenmore elite refrigerator last Nov and it stopped cooling in July! Called Sears Service sept and they sent over a service tech on Aug 1st to diagnose the issue since it was such a recent purchase. Turns out it had a bad compressor that needed to be replaced! Tech mentioned the part would arrive within 7 days and could be installed immediately! We lost over $500 in food due to this unexpected issue...the tech also mentioned Sears would reimburse us for loss of food.

7, 14, 21, 28 days later with multiple dreaded phone calls and no respect what so ever for the customer, I am still stuck without a refrigerator and all I'm told is that the part is back ordered and no one knows when it will be available so all I need to do is wait patiently minus a refrigerator and not complain... Also, a replacement refrigerator is not an option even though the new refrigerator is under 12 months old and under manufacturer warranty! As for the reimbursement- they rejected that request right off the bat stating manufacturer warranty does Not cover loss of food due to breakdown😡

I have been a loyal customer of Sears but I am beyond frustrated with their crappy customer service or lack there off!

I need a refrigerator and I need one now! It's been a month and that's not acceptable!

I recently purchased a Sears/Kenmore Elite front loading washer (April 2018). I have had intermittent error code (dE2) beginning two weeks after purchase and thought it was just the loaded machine was unbalanced. To my regrets, I should have returned the machine right away.

Since then, the washer has consistently shown the error code regardless of the load size or configuration. I called the service department and have been given the run around with parts being ordered, received (bad), more parts ordered etc.

As of today (September 5, 2018), I have not been able to use the washer for 3 weeks and not scheduled for more parts to be replaced until September 12.

I called to ask about what can be done about not having access to a washer that costs more than $1000, I was told that it was not considered a "lemon" until there has been "8 functional failures of a part or system."

This tells me two things...
1) Quality control/Quality Assurance does not exist
2) Custer Service is anything but that

We as consumers should now how bad the Sears name has become.

I am still waiting for parts to be installed as I gather my dirty laundry and haul it and my kids to the laundromat for the "nth" time.

By the way, Customer Service also told me that there is no reimbursement for having to do my laundry in a laundromat while I have a $1000 hunk of metal posing as a washer sitting in my basement...paid for!

I don't know which is worse, the washer or Customer Service.

I bought this thinking it would be good.
For the last 3 years every summer the freezer frosts over everything starts thawing out.
1st year sear repair came and repaired it.
I bmust add i was paying 39.00 a month for extra warranty.
Last year was doing the same thing. Called sears they couldn't come for 10 days. They gave me a firm in fort wayne, in about 20 miles from us.
They came and had to order parts. I think it was a week they came put ne parts in, i had to pay him 75.00. After paying sears 39.00 per month.
Comes may get a letter from sears raising warranty to 49.00. I cancelled it
here we ar august it's doing it again. Called sear sept. 7th 89.00 for service call not sure parts and labor. I am totally disgusted with this situation. I am rtired take care of my 91 year old mom i don't have the extra money. I chatted with sears on the repair line he said he would send to complaint
thank you

The delivery people were kind and had a horrible time bringing the fridge into the house. They did it carefully and well, and they were due for deliveries until after 8:30 at night on 8/31/2018. good communication with me, etc.
HOWEVER, they did NOT set up the shelves, they did NOT put on the hinge cover, and worst of all, they put on the handle WITHOUT TAKING OFF THE PROTECTIVE PLASTIC FILM.
And not the delivery guys fault, but whoever put the door together SCREWED THE PROTECTIVE PLASTIC FILM IN, so i now have a fringe of plastic scraps all around the grommet on the inside of the fridge doors, plus plastic film shreds everywhere (Including one in the handle).

We bought an expensive Kenmore Elite 2 years ago from Sears. Within one year, the compressor broke down, we had to get it repaired and get a rental for one month. Then the ice maker stopped working, got that fixed after one month of waiting. Now the freezer fan motor broke in year 2. We submitted a repair request in May 2018, Sears outsources its repair work. It took over one month to get someone out here, then they got the wrong part "from China" twice. It is 3 months later and still no repair, had another rental for a while. Basically Sears is a dying company and their customer service is crap, nothing like the 80s and 90s. They outsource everything, even phone calls to the Philippines. Cannot get anyone on the phone who can help me. Sears is done for me and my family.

Worst company ever Rip Offs Warranty not worth the paper is written on We purchase a Kenmore Elite Fridge from Sears on 2013 for 3000.00 and warranty for 549.99 for 5 yrs since April 2013 they have change 12 parts some of them repeat it parts and im still having problems with this Kenmore garbage I have lost food and the warranty dept didn't want to replace fridge or the food because they have to come out more than 5 times which they did because every time they came to fix it they will change 2 or more parts at one time so it wouldn't qualify for it. So now they want to charge me for diagnostic 99.00 and parts and labor or parts that they just change in June of this year that technician told me I had 3 months warranty on parts but they not honoring nothing this company should close down so many good stores keep closing and this worthless rip off store that sells garbage keeps open don't trust them they sell bad appliances Kenmore is junk. I still own my GE fridge that I purchased at Loews 15 yrs ago and it still working in my garage and I have never done any work to it so don't trust Sears with your investment they don't care about their customers. They should be ashamed of this company Kenmore is a facade LG is the brand save your self of lost of food inconvenience waiting for technicians and parts and mental stress

Worst company ever Rip Offs Warranty not worth the paper is written on We purchase a Kenmore Elite Fridge on 2013 for 3000.00 and warranty for 549.99 for 5 yrs since April 2013 they have change 12 parts some of them repeat it parts and im still having problems with this Kenmore garbage I have lost food and the warranty dept didn't want to replace fridge or the food because they have to come out more than 5 times which they did because every time they came to fix it they will change 2 or more parts at one time so it wouldn't qualify for it. So now they want to charge me for diagnostic 99.00 and parts and labor or parts that they just change in June of this year that technician told me i had 3 months warranty on parts bot they not honoring nothing this company should close down so many good stores keep closing and this worthless rip off store that sells garbage keeps open dont trust them they sell bad appliances Kenmore is junk. I still own my GE fridge that i Purchase at Loews 15 yrs ago and it still working in my garage and i have never done any work to it so dont trust sears with your investment they dont care about their customers. They should be ashamed of this company

We have a Master Protection Agreement, expiring on [protected], regarding a Refrigerator 01000/U1200 Model [protected] Kenmore Bottom Freezer Refrigerator Serial Number 307MKRNE03711.

For the fourth (4th) time, we have contacted [protected] for a repair on the refrigerator door on which a part keeps breaking off. Each time, a repairman is dispatched, informs us, in his opinion, that this is a manufacturing defect, assesses that a door gasket needs to be replaced, the door gasket parts arrive, a repairman arrives, the gasket is replaced, the original gasket is left for me to dispose of, and the repairman departs.

Shortly thereafter, the exact same part breaks, I call the sears repair number, a repairman arrives to assess the situation, he orders a part, the exact same part as before arrives, a repairman arrives, the door gasket is replaced, the broken part is left for me to dispose of, the repairman departs.

A short time later, the same part again breaks, I call the repair number, a repairman arrives and assesses the situation, he orders the exact same part, the part arrives, the repairman arrives, installs the new door gasket and leaves the other part for me to dispose of, and departs.

This last time, the repairman had a difficult time in installing the gasket, which resulted in the gasket having been installed incorrectly, because the doors could only be forced open by opening both doors at the same time.

I called the repair number again, a repairman arrived to assess the situation. He attempted to correctly install the door gasket, but was unable to accomplish that, because now both doors were damaged, due to the prior incorrect installation.

This repairman stated that he would have to order two (2) entirely new complete doors, which he stated could probably not be accomplished, due to the parts department not having entire door replacements. While standing in my kitchen, he ordered two (2) Almond colored replacement doors, providing the model and serial number of the refrigerator to the person with whom he was conversing. He departed, stating that "they will probably end up having to replace the refrigerator." He also stated that "the parts department will most probably order two (2) door gaskets, if they do not have the doors, and if these parts arrive, to call and raise holy hell."

Today, the exact same two (2) door gaskets arrived and I called and complained, advising that I was present while the repairman ordered TWO COMPLETE DOORS, but the lady continuously replied that the repairman had, in fact, order the two (2) door gaskets and would not listen to my statement of facts. She stated that a repairman would arrive on September 4, 2018 to repair the doors.

Requested resolution: Either replace the two doors, or the refrigerator.

I bought a counter depth side by side refrigerator from Sears in May, 2017. I have been a Sears customer for most of my appliances for 45 years. Although the refrigerator was freezing food almost from the beginning, I made my first service appt in December 2017. Although tech replaced a part, it continued to freeze food. I had service done in March, May, July and August for same issue. Yesterday another part was replaced, warranty is over August 10 and it is freezing food even more today. I have spent HOURS on the phone with customer solutions who said the tech would have to say fridge is unrepairable. Not going to happen. I have already taken days off from my teaching job (8-5 window of time), lost so much food due to freezing and now no warranty. I have done everything a tech has asked such as put drinks that you want cold by the vent, Don't put tall containers by the vent, move food around so it Can't freeze... Tech's Don't know what is wrong or how to fix it. HELP!

The trouble started 2nd day in demo when workers broke water pipe and flooded kitchen floor. They never replaced wet baseboards which now have mold behind. Tile installation is awful- uneven grout lines, toe kicks, 40%hollow tiles, yet they slathered so much thinset on, my front door wouldn't close. I was told it's my door. No english speaking installers, we tried to point out issues +only got "oh ok". They even brought a young boy to my house while working! Careless work, careless with my walls/trim/ furniture, I have dents dings and chips everywhere. They cut door jambs waay too so we'll have to replace them now. Never installed temp sink in kitchen, never reset toilet till we griped then they didnt use new wax ring, and broke flange but tried to hide it. Gave Sears a chance to pull up/reinstall, only about 30 tiles were replaced and issues still everywhere. Quarter round install was even worse, kicked the tile sub out of my house. Cabinets were so cheap the laminate was chipping just being assembled, then installer hung one upside down, breaking our art glass pendant light in the process. He suggested touchup pen and laminate skins to hide flaws. Booted him out too. Sears' GC and district mgr both agreed work was unacceptable and that I should get deposit back, cabs removed and reimbursed for crappy tile removal. Now it's 45 days later and nothing...my atty calls every week to be told "we'll be in touch next week". I will NEVER use Sears again and will tell anyone who asks. Oh yes have pictures and witness too.

Sounds like my issue is the same as most of these postings. I have 2 claims numbers the second one is an expedited number been one .I have not heard from an insurance adjuster for the damage done to my wood floors .dry wall and carpet and damaged personal property that had to be thrown out do to water damage caused by a ice maker water line that leaked for 24 hours . Very frustrating dealing with a representative from a 3rd party. Venting does feel better. Drywaller is making a lot of noise in the basement. Second phase clean up.

I don't know where to begin with this email. I have purchased a product from sears (brand new kenmore washing machine) already fully paid for. Weeks into receiving the machine we had to have techs come and check the machine as it wasn't working properly. Now months after - calling every other day sending new techs dealing with different reps the machine is still not in the working condition it needs to be. We have dealt with so many people so many techs so much transferring and waiting at home for techs that have never shown up! Appointments were canceled on your end and we were never advised of including today - we had an appt set from 8-12pm it is now 1:28pm and we haven't received a call or anything regarding the person running late..WHAT TYPE OF SERVICE IS THIS! at least call and give a heads up - other people have things to do as well.. I dont know who will actually care from your company about this email but you have definitely lost a complete family that would only shop at Sears for appliances. ALL WE WANT TO DO IS REPLACE THE MACHINE THAT IS NOT PROPERLY WORKING - A MACHINE THAT WE BOUGHT BRAND NEW FROM YOUR COMPANY AND PAID IN FULL FOR!

I have again called about 3 more times to follow up on the appointment I had today and i keep getting wither hung up on or transferred while Im explaining

I need someone to take this matter serious instead of just passing along!

I bought a Kenmore Coldspot refrigerator in July 2017.In Feb 2018 I started having trouble with it freezing stuff on the bottom shelf.The repairman told me it was the fan so he changed it.In May it started leaking water all over the top shelf and freezing food on the bottom worse.So I called them about it.They have been here 9 times since then changed 3 parts and the last time they changed the seal and now it's worse than ever.Supposedly they are not going to honor my warranty cause it ran out in July.The repairman was rude and told me I was to pay to get it fixed.One man told me that as long as it wasn't fixed they would extend the warranty till it was fixed.The last repairman ripped the seal off that was perfectly fine and put another one on.Now it's not shutting good and it's leaking worse.I called them back and was told a repairman would call me for an appointment.I'm not going to hold my breath.