Sears
Reviews and Complaints

We bought this refrigerator Kenmore Elite on March 09, 2018, brand new. Everything works perfect accept ice maker. We called customer service and they said they will send as repairer to fix this problem. He fixed the problem. After first use it stopped working again and also it started leaking from the bottom. We called customers service for the second time, the guy said that he will do the diagnostics through the phone, he said everything is normal, and he doesn't know what the problem. He made another appointment with the repairer. Repairer said that for the leaking problem he will order a part which is damaged, but he couldn't fix the ice maker. After a week the third repairer came to fix the leaking problem and the ice maker. He fixed leaking problem but again, he could not fix the ice maker. By the SEARS Replacement Guarantee "If we can't fix it, we'll deliver and install a new one." We called customer service for the fourth time, to figure it out what to do! They said that they will send us another repairer, and if he could not fix it they will start the process of replacement.
On April 19, 2018 was made an appointment with the fourth repairer from 8am until 12pm. We took a day off from work, but no one came at the specified time. The same day at 12.20 pm we called customer service to ask what is happening. We spend around 4 hours on the phone to pull out our information on this fridge, we provided all the information (phone number, address, etc.) and the lady said that there is no such an account. We asked to speak with the manager and he also keep saying that there is no information about our purchase, also there is no information that they ever send us a repairer. After 30 min of talking he just hang up on us. Also he was rude with us. We received a massage "how would you rate our service" and there was a number to call. We called there, the lady was polite and she also confirmed that our account is not in the system. But she did find our receipt through the sears credit card number. She transferred us to Customer Solution to start investigation on disappearing of our information. They saying that they cannot replace it because the fridge was bought on March 09, and she cannot help us with anything else.
Same day we went to the store where we bought the fridge and it is far about 1.30 hours of driving. We found our salesman who sold the fridge to us, and she remembered us. We asked for the store manager but it was too late and she wasn't there. All day we spend on the phone with sears and on the road to the store. We did not get any help and still cannot understand what to do, no one helped us with our problem!
What I want to say that SEARS are lying to their customers. They keep sending a repairer for the whole month, and after they just deleting all of the customer's information so there is no proof. And you cannot replace or return because the due date which is 30 days are passed.
And now I don't know what to do because I spend a lot of money and time, and I left with the broken refrigerator which is cannot be repaired which is contradicts with Replacement Guaranty of SEARS…

I signed up for Sears warranty in Sept 2017, they came out to fix my washer machine, which stopped working again in March 2018. Under sears warranty If the problem occurs again, 180 days after the first repair, the second visit does not require an $75/$80 deductible. A sears technician came out on March 7, to repair. He did not do anything stating that He was unable to locate the serial number (the tech in October was able to, he may have removed it). That Technician Lenny left, (i refused to pay $80 due to the fact he did nothing). i offered to call Sears to get the serial number, and he refused to wait.Lenny advised a third party company has to come out to fix. The following week PLA services came out, and the technician stated he had to order parts. 2 weeks passed and I did not hear anything from Sears or PLA services. I called PLA Services who told me that My insurance company denied the parts. I called the insurance company and they stated that's not true, the claim is under investigation due to the tech adding in his notes that my machine was not being used (which is totally far from the truth). I called Sears warranty department/ Consumer Solutions to follow up on this repair. Every time I called the tickets are claimed to be escalated, and I should expect a call within 48 hrs. Needless to day, i never received a call. Today 04/18, i called and spoke to a Representative Quantasia to discontinue my Warranty contract since Sears is not keeping up their agreement by fixing my washer machine or replacing it. She advised I will be billed over $400 if I cancel now. I explained that I am no longer receiving the services I agreed to under the Sears Warranty Agreement. I then asked to speak to her manager. After holding for over 30 mins, she returned saying Her manager advised there is nothing he can do for me, if i cancel my warranty i will have to take it up with corporate to waive the $400. When I asked to speak to him he exact response was "They don't want to speak". I placed a request to receive a call back within 24-48 hrs. The number I've called is [protected]. I would like to discontinue my Sears warranty membership, and have all charges waived. My washer machine is still not fixed.

I have a sears kenmore pro refrigerator that is icing up. Called Sears appliance repair in Feb, 2018. There were multiple delays but a tech finally showed up. Said he needed to order parts and then schedule a return visit. No communications through to the end of march. called customer support several times with no answer to explain the daily. They finally found the part in Texas which finally arrived the first week of April. Called and scheduled a repair visit. Tech appears today, now 4/18/18, and says it is a 2 man job and has to reschedule with no date given. Tech will not let me speak to a supervisor nor will give a supervisor number and says to call Customer support again.

At this point I am ready to call another repair service, place a block on any credit card charges, and report this to the contractors board.

Would someone from Sears like to contact me before I proceed.

Call a technician at the end of February 2018, He never looked at the refrigerator and diagnosed it and ordered a part which cost us over $500. Our refrigerator is not even 2 years old. So the part comes in a technician comes out and replace it. Refrigerator stops working after 1 week. We called sears again. They sent the same technician out again. He diagnosed it again and ordered a total different part. Well guess what, wrong part again. We asked for a refund of the 2nd part and sears refuse to give our money back. We are out over a total of $800 and refrigerator is still not working. It ought to be against the law for sears to keep treating customers like this. For 2 of the appointments the technician did not even show up. I feel like crying. This really hurts. The technician even ruin our floor and they told me I signed some clause that said damages may occur by the repairs... I'm so hurt. I could have purchased a new refrigerator for the money I spent with sears. NEVER use them. I will NEVER buy our of sears stores again.

My snow blower is unrepairable I have had a service tech out 4 times and it has not been fixed. Contract [protected] repair dates with case numbers 3/6 [protected] 3/20 [protected], 3/26 [protected] and 4/16 [protected]. I have reached out to customer service with no results. The snowblower is unrepairable with 4 attempts and multiple parts. I have contacted support and they are unable to assist they keep ordering parts and today Jerry said he had to order a scraper blade but it would not repair the snowblower. SO NOW THEY WANT ME TO TAKE ANOTHER DAY OFF WORK TO INSTALL A SCAPER BLADE THAT WON'T FIX THE MACHINE.

My 5 year old stove caught on fire tonight. we had something cooking in the oven and then the stove started rapidly beeping and flashing F-10 and we saw the smoke rolling out from the control panel area. Immediately shut off and pulled the stove out and unplugged it and could clearly smell it was an electrical fire. Removed the top back access panel and saw that all around the relay and adjacent components were charred and it was hard to tell which one actually burnt.

So I called sears/kenmore immediately and was gladly surprised that they were taking phone calls at 7pm on a Sunday night. Progress was moving along rather quickly as they set up for a technician to come out the next day. they new all my information and then at the very end of the call, the rep says the technician will let me know how much I owe after he troubleshoots and/or fixes it WAIT A MINUTE!

warranty or not, this is only a 5 year old stove with normal small family use, which CAUGHT ON FIRE, and I am going to be expected to flip the bill on this? What if we weren't in the house and it started our house on fire? I am sure my insurance company wouldn't let that one go.

Needless to say, I got her name and employee number, took photos of the damage, and let her know to cancel the tech appointment as I would go another route. My next action is to buy a new stove tomorrow, obviously not from sears, and then to start contacting other individuals other than sears who can further pursue a remedy to this.

I am totally taken back by this whole situation.

I have had 3 repair techs come out to my house. They can see the mower damaging the yard when I turn. However, because there is no physical mechanical problems and they can't stop it from doing the damage, the cover themselves when they make their reports by saying nothing mechanical is wrong with the mower but the customer is just not satisfied. They tell me all kinds of problems it could be, but they won't put it in their report. Therefore when I call customer service, it appears that nothing is wrong, so they won't do anything about the mower. I haven't had the mower a year yet...and I've paid for warranty and protection plan...but that's not doing any good. Its pitiful!

I have been dealing with this issue since April 4th, emailing with the Chat Service at least 7 times(broken English-static on the line-people talking and laughing in the background), talking on the Chat line Phone 4 different times after requesting to speak with a supervisor (hung up on twice-disconnected twice) and attempting to call corporate office 6 times [protected]) going through the recording merry go round asking to speak with Mr. Lampert's office to a recorded message-I am fed up and disgusted with Sears. No wonder the stores are empty. Poor customer service.
April 4th-Ordered a part for my microwave. Paid $34.00 for it to be overnighted. And tried to use a coupon. It was denied.
April 5th-Did not receive the part. Called and was (after arguing) refunded the $34.00 and told the coupon could have been used, so they will now apply it to my Sears Charge Card. Told they were very sorry and that they would pay for it to be overnighted.
April 6th-Did not receive the part. Was told Sears does not pay to overnight it, they will only pay for 3-5 day shipping.
April 10th-Receive the part. It is the wrong part. Check and see that I ordered the correct part- I did- and spoke with a supervisor to make sure. Was told it was the Warehouse's mistake. Was told as a favor to me…..they would refund the overnight fee. I told them this was not a favor, they already refunded it. Then was told they would apply a coupon to my order-also as a favor to me-told them it was not a favor, they were already supposed to do this. Was told they would-you guessed it-overnight the part to me.
April 11th-Now I need to repack it and find a UPS drop off to send it back.
April 12th-No part.
April 13th-No part. Called and was told it is the Warehouses' fault. They did not send the part out. Nothing they can do-and I should look at all the FAVORS they did for me.
April 14th - Looked at the UPS tracking system and see that the part is not scheduled to be delivered until April 17th. REALLY…..
Sears should be ashamed. You lie to customers, use a cut rate service to address (ha ha) concerns. Was told they are located in the Philippines. CEO of company can never be reached and his office refuses to return repeated phone calls. All of the media sites list ongoing complaints against Sears. I could have purchased a new microwave for all of the hassles I have endured.
How about you refund all of my money and I promise not to use your company again as A FAVOR TO YOU.
Jeanie Lawrence
Case #5668841
[protected]

We purchased a mattress set at Sears. We are Seniors who still believe in integrity. So when we got told that the display model was 75% off, we believed them. (Could have purchased a Sealy set on line, and had it delivered for less, we found out later).
As we would get charged $80 delivery charge, my husband agreed to pick it up the next day. As he was waiting for help to load, he noticed the sign that said free box springs with mattress purchase. He pointed it out to the girl who tried to give us a refund, and said she would have to wait for the manager.
She would call us. A week later, (after 3 attempts to reach her), she called and said our mattress wasn't on the list according to "the district guy". There was no list if ineligible purchases. And the employee has been there long enough to know, that is why she supposedly tried to give us a refund. So then I filed a complaint with BBB. First thing that came up is a comment
that Sears wishes to try and be contacted first. I tried and no response. So back to BBB I go. It took them 10 days to respond! They said they would investigate and get back to me in 2 days. I gave them 6 days and still no response. So I decided that since the incidence took place in a different state that I should post the complaint with that BBB. After all, that is what they are there for right?
No, everything has to go to Illinois as that is corporate headquarters. I am hoping that with all that I have found on-line that there is some legal authority reviewing all these incidents. How sad that people give up their integrity!
Purchase was in February 2018.

My name is Diane Farnsworth, I live in Bear Lake Michigan and you can reference my file under the phone number [protected] and yes I do have a Sears home warranty ([protected]). On or about March 1 I called Sears to have a repair tech come out and look at my frig as it quit cooling both freezer and frig. They made a date for Tuesday March 6. Tech arrived (Jerry ID#12971) on the 6th and diagnosed a compressor and dryer for my 10 year old frig (which I love)
The frig is a LG dutch door on the top with ice and water and drawer freezer on the bottom model LFX25950SB, ser.#703KRQW00052. Jerry said the parts would be delivered to our home 7-10 days and he then made another appt. for a tech later the following week. He also said he could save us 1/2 if we signed up for warranty program and explain it and since my parents have it, I thought "not a bad idea" and signed up. So instead of costing 630.00 it was 315.00 The following Thursday a tech (who I do not have a ID# for or name/older man) came in and replaced the compressor and dryer, a 3 1/2 hour process. Frig started to cool but 2 days later a very warm frig. Another call to Sears, another appt. for a tech (Dan #440826) on the 20th of March. He found that the previous tech had not put the compressor in right and a kinked line, he then proceeded to take it all apart and redo what the previous tech put in. 2 days later a warm frig and yet another call to sears and a tech date of March 29 (Jerry from before) saying previous techs should of done a system check and found a Freon leak in the evaporator, guess what... not the compressor at all, he diagnosed wrong in the first place. He ordered a evaporator and dryer set a date for April 10. Parts came and included was a dryer (right part) and a plastic silverware basket for an auto dishwasher (say what!) this was on the 4th of April, and yet another call to sears reps and after much frustration, explaining and crap the woman tells me the part is ordered to which I ask if it can be over night shipped she tells me no but does tell me that the parts dept. will be calling me to confirm and set it up within 24-72 hours. I wait and come Monday April 9 I call yet again... And get a rep who then tells me she can see that no part was ordered from the week before but she will order it... And at this point I just lost it! I not only balled her out from one end to the other, I then requested her manager to which she did not want to transfer me but only did so after I said I would take no other. The manager then told me she checked to make sure the right part was ordered and when it arrives to give yet another call and schedule a tech, I then put her head on the chopping block saying by the time (7-10) business days goes by then another (at least) 5 days for a tech I will be without a frig right around 8 weeks! Are you kidding me! She also said she would cancel the following day tech appt. because of wrong parts. April 10th (next day) a call from sears saying the tech was due, I then called sears (repeat-repeat-repeat) and this time I wanted blood. What I got was another 5... read it...5 reps, everyone from customer service/ & warranty/&parts and finally Steven from the complaint dept. telling me I should be able to qualify for a new frig (up to $10, 000.00) if I so like, from the warranty. I said if Sears is picking up the tab sure. He then tells me he will have to transfer me to the warranty dept. he does and the lady I talk to there tells me that she will set up a tech appt. etc... and here we go again.
I am going to cancel my warranty, I am going to go on every social media site I can and let them know my story of runaround, misdiagnose, complete lack of customer service, idiot techs, and my advice of do not buy from sears and for gods sake do not try to get them to fix anything!
I thought by investing in the home warranty program life would be a bit easier for me but I find out that the whole sears company along with A&E (and reps) are much more part of the problem then part of the solution.
And yes I am still waiting for my frig to be repaired, and if a new one like the one I have was not so expensive I would have bought a new one long ago.
So to sum up... it should not be this hard to get something repaired.
My family and I have been long time Kenmore customers but I guess that was the past. And if anyone, and I do mean anyone, reps, techs, parts, anyone with this company could possibly get their heads out of their butts it would surprise the living hell right out of me.
And of course I will be very surprised if this email isn't simply deleted and never answered or dealt with.

I am disgusted in the customer service and the lack of responsibility they provide for these products. Products I trust to be in my home and around my family. Products I spent good money on and I've had received through Sears. These past few days I have been consumed with all day calls, being bounced back and forth to many different departments. My personal favorite was when one rep hung up on me, the other laughed at my situation, and another telling me the supervisor will kindly go ahead and authorize a replacement washer and then hung up on me. I was also told a supervisor would call me back and a day later still waiting for that call. Called back and have been on hold for an hour. Spoke to a supervisor in escalations and she brushed me off, argued with me, called me a liar, discriminated against me. My washer was recalled in 2012 6 months after I just found out about this recall and she tells me they have no information about that on their end meanwhile I told her its on the CPSC.gov website where I found it and it was confirmed by customer care that my particular washer was apart of that recall. I will never purchase another Kenmore product nor deal with Sears after this experience. I wonder if they are waiting for some one in my household to be injured or my house to become damaged before they take action and replace the unit in question.

I purchased a Sears master protection agreement for several appliances, including my boiler.

On 3/7/18 your technician was dispatched to my home for a boiler repair. My boiler would heat for short periods before shutting down. Upon arrival the Sears technician looked at the boiler briefly and diagnosed that I need a plumber to bleed the boiler. He further stated that he could not perform that work and only a plumber could complete that job. I hired a plumber that evening at a cost of $165. Upon arrival the plumber examined the boiler and diagnosed the problem as a short in the relay box. He explained that bleeding the boiler would not resolve this issue and the part should be replaced. I contacted Sears again and the same Sears technician was dispatched to my home. On the second visit the technician agreed with the plumber's diagnosis, there was a short in the relay box and proceeded to replace the part. The boiler is working again. I think that Sears should reimburse me the $165 for the unnecessary plumber fees. Your technician misdiagnosed the problem on the first visit and directed me to contact a plumber. I am requesting a reimbursement for the plumber fees of $165.

4/4/2018 was scheduled for delivery between 2-4 pm. the drivers called dispatch or whomever they report to and said that they couldn't reach my house because of flooding which was not true. There are at least 3 different routes from Stockport, ohio where the drivers were to my house which they past to go to Salesville, ohio which is past where I live. They had to drive by my house to deliver in Salesville. I spoke with Russ, a manager at the delivery department and he guaranteed me a delivery time between 8-100am 4/6 due to scheduling and driver issues of lying. Sears autocalled and said they rescheduled my delivery appointment without contacting me. I want my scheduled delivery time of 4/6 8-10 am.

Our 2.5-year-old LG refrigerator broke down three weeks ago. We called Sears Whole home Warranty for a repair which was scheduled a few days later. The repairman on contract with Seats said it needed a new compressor and we had to wait another week for a Sears repairman to look at it. He ordered a part, which should have arrived in 2 weeks. When the part didn't arrive in two weeks, we called Sears service to be told it will arrive in 5 more days, with a appointment in one more week to repair it.
Sears is taking way to long to repair our fridge, which is under both their Master protection plan AND their whole home warranty. Sears has NOT offered any compensation. Not a loaner fridge, a replacement fridge, nor any compensation for spoiled food, which I believe is part of their Master protection plan.
Four weeks is much to long to wait for repair on a refrigerator under warranty. My family is extremely disappointed in and inconvenienced by Sears.

Case # 5610341 My name is Alicia Howard I've been waiting for my credit back to my account it's been well over a month. Please call me back so we can resolve this matter before I file a law suit. Cell # [protected] work # [protected] This is $1331.26 we are talking about you are taking food out of my child's mouth. I'm at my ends witts you need to take attention to this matter.

Last summer I purchased a $1500 Kenmore Elite refrig This went against my better judgement as I previously purchased all new kitchen appliances from Sears and had the motor replaced in the dishwasher, a new stove brought in because the convection failed and a refrig that knocked and was told that was normal. But I try to support local businesses.

So less than two weeks ago it died. I lost all of the perishable food inside and have a warped wood floor from the ice maker leaking water all over. I made an appointment and the tech replaced the compressor. That was on a Monday after waiting all weekend. By Wed. it began failing again. Once again food was lost and water was on the wood floor. After calling numerous times and reaching all levels I was told no one could come until April 2. Not acceptable as it was Easter weekend and I had a house full of company arriving. Corp Sears Customer service was the one who told me no appointment before Easter. All day Thurs I called the local appointment number and finally they found an appointment for Friday. That repairman told me the new compressor was not completely sealed in and addressed the issue. Three days later I open the refrig and it is warm again. More lost food and more water on a ruined floor. Once again Corporate Customer service told me no appointments for days. I called the repair number and got one the next day. So the repairman came today and told me the first repairman put in the wrong compressor because he was give the wrong numbers by the consultant. So the compressor burned out taking the refrig with hit. He said he would order new parts and it would take two weeks.

Are you kidding me that at this point you dont offer me another refrig or a temporary one! I have called all numbers to exhaustion. I even called LG who makes it. They said they could get me a refrig sooner but Sears needed to give them that directive.

None of this is my fault. It isn't my fault LG makes junk compressors or that people put the wrong one in and it blows out the refrig. But you want me to trust keeping this all at a cost of $2500.00, a wood floor which I will claim and have my insurance company go after Sears and hundreds of dollars in food that had to be disposed of.

The store in Green Bay is going out of business, and you cant offer a floor model or anything? I have a family to feed. I don't need this. I have taken three half days off of work to address this and spent hours on the phone with people I can barely understand or that understand the situation.

I need a refrigerator. It can't be that difficult to replace when LG told me they will do it. You want me to trust more repairs. more parts in a refrig that has shut down three times?//

This is insanity!

I want to know if any of the Sears executives would tolerate this in their homes! I have never come across a company who does not stand by what they sell as much as Sears. What a shame.

I want a new refrig delivered tomorrow. It is possible! The three service slips from the repairs are going to equal the cost of the refrig. How much more money do you want to sink into this?

I have sent emails and spoken with 19 different workers the past two weeks. And not one single call back or offer of a resolution.

Long story short my mother has a protection agreement with Sears she has been without her heat pump since December 20, 2017. It is now April 3, 2018 and the part is still on back order. My mother is an 81 year old widow. I have been calling since December to try and resolve this matter even sent a formal complaint to Sears headquarters and what do they do but to give my number to someone from the Philippines who did not have the first clue how to help me. I can provide dates and people that I have talked to. I'm to the point of handing it all over to an attorney. We live in Louisiana where we fight heat and humidity. I'm just shocked at the lack of care that this company has shown. My parents were firm believers in Sears and their warranties for over 30 years they never have a problem taking their money.

Purchased a refrigerator in May 2017. Freezer started to thaw items around November. Called for service, took 3-4 weeks to get repairman to come. We have had a serviceman visit 7 times and replace one particular part 4 times. Last visit was March 30, 2018 and the freezer is still not holding a freezer temp. My husband called the service number again today and the representative hung up on him. He called back and asked to talk with a supervisor and she would not let him talk with anyone else . She indicated they need to send another serviceman. My husband is very disappointed in Sears and will never buy another thing from Sears. We have bought all our major appliances from Sears in the last 40 years. Can someone please help us get a working refrigerator/freezer. Contact #[protected]

Good afternoon.

In June of 2017 I took my 2013 Honda CR-V into the Sears Automotive Center at Memorial City Mall in Houston, Texas for an oil change and tire rotation before heading out on a road trip to Florida.

I was informed that in addition to the oil change, I also needed an alignmnet and new rotors on myfront-end brakes. Time was very tight for me that day and I elected to have these issues seen to at a later date.

This past Wednesday, I took my vehicle to NTB for an oil change and tire rotation and asked that they perform an inspection on my tires and brakes as I had been previously told that I needed an alignment and new rotors.

NTB came back and told me that neither repair was at all necessary and that they were very glad that I followed my intuition and held off on the uncessary expense. When the NTB associate asked me whom had told me that I needed these rather costly repairs, I told Sears at Memorial City. He response to me, "they are liars and theives, promise me you'll never go back there. That's why I quit working there, I got tired of lying to the customers all the time."

I'm disgusted by Sears Automotive Center's unscrupulous and deceitful business pratices and I will never step foot in another of your automotive centers. I will never trust the Sears brand for any of my automotive not household needs.

Y'all should be ashamed yourselves.