Sears
Reviews and Complaints

Tech here to repair my refrigerator again! Last year we replaced the compressor and now a tech is here today for two hours with another tech on the phone. Expert on phone states that the tech at my house is " way over his head!"first he put too much free on the had to drain it out. Then he was walked through several cinerios and didn't know basic terms or repairs! Expert on phone lost connection several times and the tech at my house was flustered. This is unexceptional! I have had no fridge for 4 days already, now they send an inexperienced tech! Please get it together Sears!

Four weeks ago Sears Home Improvement sent out the installers and demo crew to my house. They were 4 hours late, ill equipped since i had to lend them my tools, and lacked skill and matetials. I have talked to the coordinator at least 15 times, emailed pictures of material and workmanship and get arguments, excuses, lies and postponements. The job was to be a one day job to remove carpet and install laminate wood. It has turned out yo be now pver 3 weeks, half the job done, boards improperly installed, damaged boards, and obviuos installer errors. The coordinator has not supplied enough materials now 3 times, changed a diffrent crew which is to busy to complete the job. Dont ever, EVER use sears for home improvements.

I took my lawn mower in for warranty repairs in december 2017 and when I took my mower in the bag was also with the unit which is documented on the service ticket. Drop off location #2242 service order #[protected] service date 12/10/17 they said they would call me when repairs were complete. This never happened after about 2 months I contacted them and said yes your mower is here. I went to pick up the mower the bag is missing. The repair center guy said he would call the vendor sears used for the repairs to see if it was at his shop. He said he would call me in a few days... A week went by no call. I called every number at the local sears to try and find the repair guy to follow up and he tells me their is no direct number to the repair center down the street. Finally a guy in the lawn merchandise gives me the vendor name and number to call. I call john mccabe and spoke with him. He said he returns everything that comes to him back to sears and he does not have the lawn/grass bag attachment. So last week I decide to use the chat option on the repair service website as the calling option is a total nightmare. I chat with one guy and he transfers me to another guy where I repeat everything that has happened. All I want is a freaking mower bag for my mower! How hard can it be?/ he takes all my information and finds the bag/frame replacement and then tells me he has to escalate it to a customer care rep for resolution but no worries they will take care of you. It will take 48-72 hrs for someone to contact you and get you a new bag sent. I am now a week out from that conversation and yet again they have not lived up to their commitment to the customer. Sears repair lost my mower grass bag assembly so yes you need to replace it. It has been several weeks now that I started this circus and needless to say I am very upset with sears customer service. The weather has been raining with sun and my lawn is growing every second and I need the bagging option. Replacing an item you lost should not be this much of a hassle for the consumer!

Tried to buy a 3 piece patio set they had on sale, had a sign naked with sale price. The supervisor went get the store manager they refused to sell us the set at the sale price. The manger obviously does not know the federal laws the price was clearly marked next to it was a picture of the three piece set which stated two chairs and fire pit table with item number underneath it which match the item number on the sale price there was no description written on the sale price. Filing complain against Sears.

I had engine oil service done by Sears Auto, Frisco, TX on 7th April 2018 wherein they also put a new oil filter. My car broke
down on 25th April 2018 and the engine would not start. I learnt from another auto repair shop that the engine had seized due to no oil and will require replacement. My car is a
2008 Toyota Camry and is at 72000 miles and has been
maintained well.
Also, Sears Auto had carried a multipoint inspection and
found that engine oil was good and there were no wear and
tears. Moreover, they changed the oil filter.
My complaint is that Sears Auto had failed to find and
report to me that there was damage to the engine oil unit and
did not put an oil filter when they charged me for the same.
This led to the engine seizing and breaking down.

Their insurance company (Sedgwick), as expected, denied the claim stating that there was no oil filter. Had they checked the final invoice and multi inspection report they would have found that Sears Auto had replaced (and charged) the oil filter and given a green light to Engine Oil just 2 weeks before the incident. Now that they have left me stranded without a car, I have no option but to pursue alternate routes to get their attention.

In March of 2016 we purchased a complete Kitchenaid kitchen from Sears and also bought the 5 year protection plan. In that 2 year period the icemaker in the fridge has stopped working on several occasions. We have been without ice for weeks over the 2 years and have had multiple parts replaced. Each time a tech comes to diagnose the problem we then have to wait a couple more weeks for the part to come in. On April 23rd the icemaker broke again - not making ice. It was finally "fixed" last Thursday but I still had no ice so I called again and was given an appointment for today between 1 - 5pm. This morning I had a call from a tech who said, "I understand your microwave is not making ice". REALLY - you can't make this stuff up. I was speechless for a moment. I told him it was obviously the fridge and he said "well I don't do fridges - just microwaves". I told him he'd better get it sorted out and he refused. So I called Sears and got someone who spoke terrible English. After several transfers and me explaining the problem to no avail I asked for a supervisor. Now my appointment is tomorrow so they'll probably tell me my dishwasher is not heating food properly. This will be the fourth repair in 12 months so the lemon law should apply and I'm not having any of it. If I have to our local TV station has a consumer affairs program so I'll be all over that.

Its broken again! The last service call I had for this refrigerator was 9/17 it is now 5/18 and its not defrosting again and has a "er rf" error code. This refrigerator is less than 2 years old and its been a big bust. I have a 5 year warranty, without it this refrigerator would be on craigslist.

Look online this model of refrigerator was recalled in 2005 for the same issues and still is not correct.

1st it takes me 2 weeks to get an appointment to have my refrigerator repaired FYI it's only a year old then they show up A-day early never receiving a phone call never receiving a confirmation email then when I call they tell me the next appointment is 2 weeks out.
Absolutely a huge mistake going to Sears, buying their service contract, will never make this mistake again.

I recently had a dryer repaired at a home we own and currently rent out. Our property manager called sears for the repair. A sensor was replaced, and when I got the bill it was almost $280! I had the very same repair made on a dryer in the house we are living in two weeks ago and the repair bill was just over $100 (a repair not made by a sears repairman). I called Sears and complained, and their excuse was I didn't have a warranty. So I guess if you don't have a warranty, you can practice extortion. I'll never call Sears for a repair again. Be warned.

To whom it may concern:

I don't even know where to begin with this services or lack of service. I called to get a technician out to my home about 4 weeks ago to get them to take a look at the Microwaves in my home. I scheduled the apt for 4/30/18 and it said the apt was confirmed. While I thought 4 weeks was a long time out to have to wait I was happy to have the appointment.

On Friday 4/27/18 I received a call from Sears (Automated call) asking me to call in an re-schedule my appointment. I thought this was kind of strange so I ignored it thinking maybe it was just a reminder call and they meant to confirm it, not reschedule it. I received a 2nd call so I decided to call in. The lady I spoke with said there did not seem to be any issue with the apt as scheduled but that if I received another call to call back in and they would further investigate.

On Saturday 4/28/18, I get another automated call. I do as I was told and call back in and this time speak with a gentleman. He said there was some kind of an error with their system and I would have to reschedule. I remind you I have already waited a month. Needless to say I was NOT pleased and I asked to speak to a supervisor. He informed me that none were available but that he would put a notation in my record to have someone call me on Monday from a different department (I believe it was the dispatch team).

So that brings me to today 4/30/18. No one had called by Noon my time so I decided to call back in. When I got an operator on the line (No small feat since the automated service keeps telling me that he should be able to help me) I'm informed by a young woman that my appt. is set for 14 May 2018, another two weeks out. That would mean I would have waited almost 6 weeks for my appt.

I was not please and asked to speak to a supervisor and explained to the young lady that I was not upset with her but the company (SEARS) that she represents. I did get a supervisor on the line and have now been waiting for almost 15 minutes. After 15 minutes she has come back on the line stating that she is working with the dispatch team to see if there is a tech that could come sooner but that she could call me back or place me on hold. I explained to her that she could place me on hold because I have no confidence that anyone would actually call me back.

So I'm still on hold and no closer to Sears actually making good on their part of the agreement they made with me. Although I would guess that they will withdraw the monthly charge from my account when it is scheduled even though they have not fulfilled their part of the agreement.

FOR ANYONE thinking of buying this service DO NOT - look at the reviews and buyer beware.

repair ticket #[protected]

we contacted American home shield and the set a repair and they sent sears on our
Samsung dryer, it was working but half the panel did not work when touched. It still worked to dry clothing. The first tec showed up and assessed the repair and ordered the parts. it took 30 day for the pars to come. a different tec showed to replace the parts a young man named Andrew. he told us he could not work on the dryer because he needed one more tec to help and said he would half to reschedule I told him I would help if he needed to move the dryer. then he told me that he never worked on a Samsung dryer like ours. he called his office Mike his boss [protected] assured me that his tec could handle it with phone support. Andrew started to dismantle the dryer then I herd a loud crack then snap and he went outside to call his boss Mike. I went in to the wash room and found broken plastic clip on the floor I took pictures. When Andrew came in I asked why the circuit board was broken in half? he stated he could not get the panel clips to release the circuit boards in the face plate. I asked if the new parts would work with broken clips on the face plate he said not to worry. 35 minutes later he announced that the dryer was broken and he would order a new face plate because excess glue prevented him from making the circuits fit the way they should. what he didn't know when he went outside to call his boss I took pictures of face plate lying on the floor there is no glue at all. he lied trying to cover the fact he brock the teeth clips that snap the circuit boards in place. I made him call his boss and let me talk him myself, I told mike that Andrew brock the face plate he said not to worry he order an new on. We have been with out a dryer since the 10th of April. I called and texted and could not get a call back from either on until the 26th when Mike in formed me that the had sent a report to American Home shield on the 20th stating the dryer was damaged beyond repair through normal use. That was a lie, when Andrew left my house on the 10th I called and informed American home shield that he brock our dryer and now we did not have a working one. I need someone to stand up and tack care of this and everyone is passing the buck. and the buck stops with sears. please review case #8653567 and call me back at [protected] or my cell [protected] thank in advance for your assistance.

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I ordered online a Kenmore refrigerator (salescheck (hidden)28, order #[protected]) to pick up at Sears Santa Ana store. Before I placed the order I already called to the store to ask about the condition of the fridge. After going to check it out to make sure if it was available and its condition, the saleman who answered my call said there's some cosmetic damage. When I asked to make sure there's nothing wrong with the electric part or anything else he said everything is fine after 72 hours test. So I ordered it then I went pick it up yesterday. Because I was awared of cosmetic damage I just paid attention to check its appearance.

Just couples hours I picked it up, I found out there are missing shelves and drawers inside the refrigerator. Meanwhile I had to wait for the store open so I could call them about that, I emailed the customer service to let them know the problems.

The lady picked up my phone didn't try to help me at all. All she could say that it was my responsibility because I didn't inspect it carefully before picking it up. Even though I tried to remind her that as a customer I should have been awared of the missing parts by the the saleman and the notice on the fridge. I asked for Sears help and support, she answered briefly there was nothing she can do. I said the way they do business like that made me feel they try to betray customers who are not careful enough nor accquitant with the way unconcerned with customers interest. She even didn't try to ask what's my order number, what model of the fridge I bought so she could help me to order the parts... I was really upset and disappointed and asked to talk to the manager. She didn't put me through. She asked for my name and phone number to have somebody call me back when they have time. After that she hung up the phone without saying bye. What kind of customer service staff is she?!

No matter whose fault or responsibility, when your customer is not happy with their purchase, a saleman should try to explain the situation and help the customer to be able to use the product he sold

Sears has no customer service, I have tried to call every store in 100 miles for the last 4 hours and not one department at any of the stores is picking up. For the people who say, oh they were on the phone or helping someone the mathematical chances off every single store being busy for 3 hours is a impossibility. Sears representatives are liars. Even corporate customer service calls are routed to the phillipines. 1.5 hours or recorded calls displaying both the dishonesty but the overall service and practices of sears. I have been hung up on 7 times today by so called sears customer service managers and then when I requested their supervisors I have been transfer to the Spanish call center 4 times. No one at sears seem to do their job or even act like they want to.

I brought in my vacuum for repair on 4/15/18 only to be told that I needed the hose and vacuum. Brought in the next day and told it would ship out on the next day by krista. Calls 800# after a week for status, no record. Called 2 days and record. Went to the store to find never shipped out. Asked for a call from agent, completely ignored! It's customer service like this that is giving sears a bad name and losing its customers. Total disrespect for the customers that keep coming back which helps it's employees keep their jobs!

I received my Sears.Com order today of a Craftsman gas powered weed whacker. After putting it together and following the instructions on how to start it, the 2nd step of "pushing in the choke button until it clicks" doesn't work. The choke button does absolutely nothing, therefore the engine won't start. I phoned customer service and was told to replace it at my nearest Sears store. Well, all of my nearby Sears have closed down and the nearest one is more than 50 miles away (which is why I order online). He then said to return it through UPS. Well here is the major problem, UPS will NOT accept to ship the item since it now has flammable liquids in it (gas and oil). Even if I dump the liquids it still doesn't qualify for shipping because it's still considered hazardous. I explained this to "Tom" my customer service rep and he seemed clueless as to what I was saying. All he kept repeating is he could send me a return slip to return, but UPS has said that I CANNOT SHIP IT BACK. I'm stuck between a rock and a hard place. Since I can't bring it to a store and I can't ship it back and I was told no Sears repairman is available to be sent for this, what do they expect me to do? I've emailed them twice at [protected]@Searshc.com and have yet to receive ANY response. I am LIVID!

My husband and I just purchased a home built in 2015 on May 31, 2017 and the refrigerator stopped working with 2 months. The fridge is still brand new with the plastics still on it so we called sears because it's a kenmore elite, a sears brand. The customer rep told us it would be less cost effective for us if we purchased the home warranty and schedule the technician to come out to do a diagnostic to see what the damages would be. So we got the home warranty and had a technician come out to do the diagnostic and was told there is a up front fee of $80 for it. Of course stupid me who thought I better be smart and order the air filter and water filter with the technician since he knows the correct part numbers and I won't have to worry about guessing if I order the right part number if I did it on my own. So I paid upfront the $80 diagnostic fee and an additional charges of $84.10 for the parts. I was told the issue with the fridge is the compressor and it's within warranty so the techician gave me a receipt for what I paid $164.10 ($80 for the fee and $84.10 for the parts). I don't know much about additional costs or whatsoever. When my spouse came home he looked at the receipt and saw that we might have to pay out of pocket over $900 for the labor to replace the compressor. He called sears and a rep told him he might be better off to cancel the sears warranty and go with our home appliance warranty through xcel. We cancelled the warranty and was told by the rep they will refund the cost of the parts (air filter and water filter)since the parts wasn't shipped yet to us. A month later we went thru our home appliance warranty which was covered by sears Home services also. Another technician came and replaced the compressor and we asked him about the previous receipt and how we could get our refund. My husband called and spoke to several different reps in repairs, parts, and customer relations and got no where. We both work so we don't have time to keep haggling people and when we went to the sears department store we were told we would need to go to the Burnsville parts location to see about getting the refund. Burnsville is like 30 minutes from our house and we were busy over the holidays. With the new year approaching we called sears again and kept getting the run around. Finally I spoke to a rep on February 26, 2018 who provided me an email to send my receipt because there is no record on file the sears service order number or any indication of us paying $164.10 back on July 31, 2017. I was a bit upset because the funds were automatically withdrawal from my bank account and I never received the parts ordered. I finally got the chance to email the receipt and my voided check that was written out for the $164.10 and got a respond from the customer care giving me a totally different service order number and made a note stating that the diagnostic fee was nonrefundable so I won't get a refund. Now I am very furious because I paid the $80 diagnostic fee and $84.10 additional for 2 parts for the fridge and never got the parts so why am I getting cheated for something I paid for but never I got the items.

Called 4/ 19 Thursday to report leaky water heater, tech came out on a Saturday 4/20 to check out leaky hot water heater, said it needed to be replaced called to get authorized and the department was closed on Saturday. (Really? Shouldn't you know that Sears tech?) He said he would come back on Monday, he did and called and got it authorized for replacement and that's when it went from bad to worse!
After another department called me 2 hours later to give me some options because a comparable water heater was on back order for 4 weeks. I could go buy at $699 at home depot or they suggested paying $200 more for a Kenmore which the rep suggested would probably be the fastest option. (Day 4 with out hot water. Purchased the Kenmore Monday around 10am and I was told installation would call me by 9pm to schedule install but probably sooner and to call back in the afternoon if I hadn't heard anything.
No one called. I called Sears around 2:00pm to talk with the associate who was very helpful but said a manger would call me back. Never did.
Tuesday 4/23 after I called installation in the am and said no one called me yesterday, I was then told it would take 24 hours. I said that wouldn't work for me and to expedite, they told me a manger would call me back and no one did. I called back an hour later and then was told it would take 48 hours. From around 10am until 1:30pm I was transferred multiple times, disconnected twice. I finally was able to connect with someone who could tell me who the installer would be so I called them directly only to find out they were based 2 hours away and didn't service my area or work for Sears anymore. I then called Sears back and told them that the installer they have ( one rep said there is one installer for all of Arizona) wouldn't take the order and Sears said they now have an install date for Friday, I asked who the installer was and it was the business I just called!
While I was on hold again, I got another call from another Sears rep calling to inform me that there were no installers in Tucson ( I already found that out) and that I would need to find one and would get reimbursed for $299 for installation.
After spending even more of my day calling 4 plumbers in Tucson who all had installs starting at $375, I then called back Sears to get more approved, as to which I was transferred 3 more times talked to 3 more people who said $299 was the limit.
1. Why does a home warranty that covers hot water heaters not have local installers?
2. Why does it take hours to get an answer and be told a different answer with each associate you talk to?
3. No one has authority to do anything or can send you over to a manger, you have to wait to be called.Still haven't been called back as of 8:09pm 4/24
4. Why am I calling installers and if 4 plumbers all charge over $300 then why is that the threshold?
Tomorrow will be 6 days with out hot water, I ended up calling one of the plumbers and will be paying an additional $300 out of pocket on top of the yearly fee I already paid plus the extra $200 for a water heater from Sears that would have supposedly been faster.
I just want the install covered! Why is that so hard accomplish!

Sears Home Services is NOT a service provider. It is an insurance policy that makes a phone call to an authorized provider and charges you $75 as your co-pay. We paid $39.99 for 7 months before we made our first "service claim." Our microwave oven repair was scheduled for an appointment in 10 days (ridiculous). They called on the 10th day to reschedule 13 days later! Then on the day of that appointment they scheduled for 14 days later! A total of 37 days after my call for service and there was no guarantee they would come then. When I cancelled all they would refund was 1 month of service. Don't waste your time and money.

On Sunday, April 15th I attempted to place an order with Sears on-line. After two attempts, I called Customer Support and was informed that the reason my card would not go through was because there was a fraud alert on my card and someone had made several attempts to make fraudulent purchases. As a result, my card would be blocked. I then explained to the representative that needed the items to be delivered by May 1st because my daughter was moving into her new home on that date and my two grandsons would need their beds that were included in the order.
The representative informed me that to facilitate the order, it would be placed on the "current card" before the block would be placed. He also stated that a new card would be sent within 7 days.
Apparently, all of these were untruths! On Sunday, April 22, 2018, I received a cancellation of the entire order. When I called to inquire on Monday, April 23rd, I was faced with Outsource Hell! I first spoke with Customer Service Rep., Jerome who could not understand what my concern were (very little English comprehension). I asked to speak with someone with greater understanding, and was passed to Angel who passed me to Carlos. Each time I had to give my social security number, birthdate, security code and explain the entire situation again. Finally, Carlos passed me to Grace and she was, in fact, my "saving Grace"! She clearly understood the situation and passed me back to the credit card dept. so they could expedite delivery of the new card. Grace stayed on the line so she could be certain the credit card situation was resolved. She also made sure she got my correct phone number so she could call me on the day the card should arrive to expedite shipping of the items.
The whole process took over an hour and was quite frustrating. I have NEVER been so dissatisfied with Sears. I have always been pleased with Sears' customer service and delivery.
I remain concerned about the timely delivery of the aforementioned order and hope that you will provide something to assist with this matter.
Thank you in advance for your consideration.

The problem is my washing machine. And it started in I would say September of 2017. It was leaking. So we called for a service appointment.
A repairman came to the home in September and cleaned it - I was not there, my sister was, said we were using too much detergent, and that everything else was fine.
But two months or so later, we began to notice that we were getting "OE" (Operating Error) messages on the machine and it was not draining properly. The earliest that we could get someone out to look at it was February 9. This time I was home for the technician, John. Who informed me that the first person may have said he cleaned out the machine but could not possibly have done so as he just took two entire shop vacs full of junk out and also I have a picture of the gunk he removed as well. And when I said that he was to also look at my dryer which was giving me a "Vent" message, he said it was because the clothes were so wet from not being spun properly he didn't have to.
Well, let's fast forward a week or so - to mid-February. My clothes dryer is not drying my clothes and flashing "Vent" and now my washer is leaking all over the floor AGAIN. On March 7, the first technician who actually knew his stuff showed up at my home. Fred. And the first thing he said to me was "didn't either of these guys tell you that your tub was separated from the machine? Because it is!" That is why, he advised, the machine made so much NOISE. Unbelievable! That was not the only thing that was wrong either.
And, as far as my dryer was concerned, my vent needed to be cleaned, which he did help me with. Something he did not have to do.

Since I had the Warranty coverage, Fred called into that particular department, pretty confident that the machine would be replaced. After speaking to someone who may not have the proper experience, it was decided that the parts would be ordered (approximately $600 worth - warranty wise) and Fred and another technician would come out and repair the washer in week or so.
Well, my dear Mr. Lampert, one part arrived. And then I was deluged with robo calls from Sears telling me to re-schedule my appointment.
I did, and then I was called again and told to re-schedule. The appointment was re-scheduled out to mid-April. And finally someone by the name of Gary came to my home, picked up the one part that was still sitting there, told my sister "This is ridiculous, we are replacing your machine." And left.
I have been working 12 hour days, six days a week for the month of April and had no choice but to call Sears from work and inquire as to what was going on. I was told that my case was "under review" and that they would be in touch soon.
Then, three huge boxes are outside my house. The parts that we had been waiting for. Sears certainly wasted no time getting in touch with me about these and arranging to pick them up. They were picked up the day after we spoke.
Again, I called Sears asking what was going on with my replacement and was told that my case was still "under review" but an e-mail was sent to "someone" from that department to call me within twenty four hours to expedite this. And that I would be offered either a replacement washer or a credit towards purchase of a new washer.

Yesterday, April 20, I called again and after being kept on hold for over forty-five minutes was told that credit in the amount of $519.00 was issued to me. I was beyond angry; my washing machine and dryer are Kenmore Elite and while they may be six years old or so they were NOT CHEAP. No one called me at home and offered me a choice. No one. The gal I was speaking to in the Warranty Department was just as upset as I was and put a stop on this kept trying to get a supervisor to speak to but she could not and finally she put an e-mail in for the supervisor to please contact me at my home within twenty four hours. Again. As of today at 13:35 (1:35 PM) no one has called my home.

Mr. Lampert, with all due respect sir, this is simply not acceptable. Not at all. This system of yours clearly does not work. I do not want to have to tell someone my problem seventy-five-thousand times. I do not want someone to act as if they have the power to help me when they do not have the authority to actually do so. Please, I am begging you; find some way to streamline your customer service so that things like this do not happen to other people.
This has gone on since September of last year. I work extremely hard for my money. I live with my sister who is retired and a senior citizen and on a fixed income. I am the sole bread winner in my home.
The amount of time I have wasted on this problem, which I pay for a warranty to not have to waste time or worry about, is growing each day.
Not to mention the amount of time and money spent taking clothes to the laundromat on my one day off.

And I still do not have my washing machine. At this point I almost feel as if you should replace both the washer and the dryer for what I have been through.