Sears
Reviews and Complaints

I have literally bought premium appliances from sears in the last 10 years and they don't know how to treat their loyal customers. Their outsourced Philippines office is a disgrace similar to other complaints. I ordered a dryer online and they auto opt me in for an electric dryer without asking if that's what I wanted. When I try to return it they are throwing policies when its brand new and I'm willing to pay a difference. Where are the litigation lawyers, count me in for a class action law suit! One person says they will help, the next says no. They wont even talk to you to resolve your issue!

Go somewhere else, don't support Kenmore. They just want to make money and its no wonder they continue to lose revenue and customers. Where are the executives, are this just as ignorant and oblivious to the bad service and bad reputation? BBB complaint: Your complaint has been submitted and assigned the ID [protected]. Case # 5608981.

Bye Sears, I'm cancelling my pending order, my credit card and never going back!

Martha T

To whom it may concern,
I just recently tried applying for a job with your company on March 16, 2018. I later received an email stating I wasn't allowed to work at your company because I used to work at a sister company over 17 years ago? I know how I left that sister company and as I was told it was not under bad circumstances, and if need be I can sit down and explain what I was told. I come highly recommended from my previous employment, along with various members of management within the company. I am a highly skilled and knowledgeable person and I believe I would be a asset to your company if only given the chance.
I would just like to have a fair chance of employment with your company seeing as I have never worked for Sears, and when I worked for that sister store it was over 17 years ago.

Thank you for your time.

Tanya

The washer has a problem every time I wash a load. The F1 will be there all the time. I have to stop the washer and restart it at least four times. Is there anyone that can tell me how to fix this problem. I checked on line and learned that too many people have the same problem with this model. Nobody knows why and nobody cares. Sears sold us the product and then disappeared.

I placed an order on 2/21/2018 with Sears Parts. Order number is F757731.
The charges were $61.58. The money came out of my bank account on 2/23.
I then received an email telling me the part was not available because it was on back order. I called customer service immediately cancelled the order. I was told the order was cancelled and my money would be returned in 3-5 business days. I waited 5 days and called again. I was told they were struggling to cancel the order but the part was still on backorder. I told them I had already found the part at the manufacturer and reminded them that I had cancelled the order. They confirmed that and again told me I would have my money back in 3-5 business days. I received more emails telling me my part was on back order. I called again and asked to speak to a supervisor. After a 20 minute wait, the supervisor said my order had been cancelled and please just allow a few more days and my money would be returned. Today I received an e mail telling the part has hipped. I called again and was told first by an agent, m then by a supervisor that there is nothing they can do and that when the part arrives I can return it and ask for my money back.

I have since also called corporate and received no help because I was disconnected. One month after the order was cancelled, I am still waiting for my money.

It is obvious to me that the systems you have in place for "customer service" don't work, your people seem to provide answers that are designed to satisfy a concern from a consumer, but don't fix the problem, and you give a consumer no recourse except to call constantly and complain.

I would appreciate some actual help, and I want the money you took from my account returned

PLEASE! SOMONE HELP ME...
I CANNOT SPEAK TO ANYONE IS THIS SEARS CORPORATION.
I AM LOOSING MY MIND...
ITS TAKEN OVER ONE MONTH TO GET A WASHER DRYER...
It is impossible to get any human who can help me.
Sears delivered the incorrect dryer twice.. third time they got it right.
Now they have charged my SEARS card - when in fact I used my Chase Card.
Every time I call they pass me onto someone else.
HELP

Sears does not honor the warranty. They keep putting it off and sends one area to another. From the day I bought this mattress from sears online it has been bad. Excuse after excuse they try to find. I have a bad mattress that was made by sealy and manufacture deflects. Warranty still good. Sealy sends you back where you bought it. No help at all. One place to another. Bad customer service. This mattress sags, badly sewn, badly made and is not even all the way, lumbs, perhaps a bad springs it is clean and no tears but a very bad mattress.. It was stated it could be used with or without a foundation and they know about it. I will not recommend them because of the bad service. I will not buy online from them. I would like a refund or replaced with something of the amount I already paid. I gave over 1, 000 dollars for this mattress. It is the frame either for the frame has been inspected already. The mattress has been bad since the day I bought it. I worked hard for my money and just refund my money would be great. I am getting no where with this at this time. One excuse after another it is total badly made.. It is king size mattress. I have all pictures and have sent many times. It is not the frame causeing this it is a bad mattress from the day I first got it. First they tried to say it is the sheets (it is not the sheets) a good mattress does not come up on the ends then they note the sewing but it is not just the sewing, then they say it has to sink down so far and I showed it that it does way pass almost 2 inches and after all these excuses they said mattress caused by frame (I showed the frame is all good and not the cause) the frame has been inspected and recommended also and was new. It is not the frame.. It is the mattress itself. One excuse after the other. Something needs to be done just credit back my money... They know this mattress is bad. They sent me a bad mattress..

I have a broken spider arm/drum assembly on my washer. Part is covered by lifetime warranty, but Sears says they need to have their technician come out to diagnose the problem. Representative said "that's what the warranty says". This is completely untrue and a way for Sears to offset the cost of the warrantied parts and have the customer charged for installation even if they can do it themselves. The warranty does not stipulate that a Sears technician be dispatched to diagnose the problem, I've checked the written warranty.

I would like the part shipped to me so my washer can be repaired...

I've called many times as well and keep getting the runaround. I've also emailed their escalation department ([protected]@searshc.com) When will someone at Sears actually stand up for the companies warranties? Seems to me that they're writing off good customers and hoping for new ones. Not how it works. Never had a problem with Sears for MANY years - I won't be buying from them again unless they can make it right.

Sears has failed to fix my built in microwave oven after 7 failed attempts. They have either 1) not arrived during the window scheduled, 2) Arrived with 1 person, stood in front of the oven and declared that they needed 2 people (this happened twice), 3) arrived with 2 people stood in front of the oven and then declared that they needed to order more parts. Only on 2 occasions did anyone ever actually disassemble the oven to see what was wrong and then declared that they needed more parts. Some of these occasions were completed by Sears and some by their subcontractor, United Appliance Repair. In addition, today Sears was supposed to arrive between 8-12pm to attempt a final repair. The supervisor I spoke with last week had guaranteed that if the repair wasn't successful today, that I would be eligible for a new appliance under Sears product guarantee. At 1:15pm, no one had arrived and I called Sears to find out that they had rescheduled my appt window to be 1-5pm as they again didn't have 2 repair technicians available in the morning. However, no one from Sears communicated this to me and I was told by supervisor #88419 that they would 1) not honor their appliance replacement guarantee as they would not count any of the times they needed to reschedule for additional repairman or today's lack of communication about their change to our appt window. 2) She also reported that she would file a complaint against the supervisor I spoke with last week who guaranteed the new appliance. This person also refused to let me speak with her supervisor. It is very poor customer service to change appt windows without communicating with the customer and to repeatedly fail to schedule the appropriate number of repairman for a job that was documented to need two people. I can not continue to take time off of work to wait for repairmen that don't show up or stay for 5 minutes (at the end of the service window) and then leave to "order parts." The technician finally arrived for repair attempt #7 at 6:30pm and then departed within 5 minutes to once again order parts. SEARS has now scheduled me for another appt scheduled on an arbitrary date at a time they selected without communicating with me and despite repeated attempts to tell them that this isn't a reasonable time for me, responds with "we encourage you to keep that appt."
I have only owned this appliance for one year and this is the second time it has broken. I will never again purchase anything from SEARS. Ironically, every time they come to fail to fix this appliance they also try to sell me a "whole home warranty." I keep telling them that this is a poor sales tactic.

Just purchased my refrigerator from Sears in Ala Moana, Honolulu, Hawaii on 2/26/18. Already have problem w/ frost around the front of my freezer. Not to mention that it is extremely loud. Went online to book my service repair appt. and was given 4/2. I get a confirmation email and then I get another notification that I need to reschedule. I call and spoke w/ Lourdes who said I had to do a home diagnosis first! So, I no longer had the 4/2 appt.!. When I told her that I already know it's something that I cannot fix (I already made sure nothing was blocking the door from closing and NO, we did not leave the door open!)and that I cannot be home to call she actually asked me "Why can't I ever call from home"! I told her because I work and I am busy AND I already know I need a service repair; it's either the seal around the door or the defrost mechanism. We booked the appt. for 4/3. THEN I receive a call telling me that I had to reschedule my appt.!
I spoke w/ Bethany now who informed my that 4/5 was the earliest they could come! By this point I asked to speak w/ supervisor so Josh came on the line. I could tell that when I spoke he put me on MUTE because it was dead silent on his end of the line. After going back and forth with him (he even told me that I did not purchase the Sears Protection! Which I just paid over $200 for )Finally he realized that because I phoned from my cell phone and not my home phone (which was the number they had on file) they had the accounts mixed up! I told him of course I'm not calling from my home because I'm AT WORK! So, after all that frustration, it ended up that I did not have to reschedule my 4/3 appt.! Well, we'll see if this appt. stands. If this is how it's going to be every time I need service, it is going to be a very rough road. I am so not happy with my Sears experience thus far.

I purchased parts on the 1st and received on the 28th I called then sever time and not once did they offer a legitimate answer to where my parts were. I asked for a tracking number several time and got the same answer 24-48 hours. I got so frustrated I demanded a refund and they told me NO! They said the parts have already been shipped and could not give me my money back. I was without a washing machine for a month and the worst part of the whole deal... I paid $33 for expedited shipping. I will go here from now on. www.appliancepartspros.com

I have been dealing with Sears repair and Home Warranty with no satisfaction on the repair of my Kenmore Hotspot refrigerator. I have tried getting the issue resolved since August 2017, to no avail. They keep ordering parts that do not work and have replaced the main computer board 3 times and turned around and ordered it again. My problem is why do they keep ordering the same parts that do not fix the problem? I asked them and the technician said they have refurbished parts and maybe they could be bad. They talked me into getting a whole house warranty on August 17, 2017, when the technician came out. He convinced me that if I had to call again for anything it would be covered and if they couldn't fix it they would replace it. Well after they couldn't fix the main problem, I canceled it. But in December I got just the appliance plan warranty because after they came back 3 times I figured the warranty would kick in. At this point want to know why I have wasted money on a warranty that claims to replace the item if they can't repair it? I also want to know how many other customers of Sears has this warranty and are experiencing the same thing. I saw an elderly lady go to the news with a similar problem about 3 weeks ago and got a resolution. Sears maybe needs to be sued through a class action. I had an appointment today, March 6, 2018, between 8-12pm and no one has shown up. They called the day before to confirm the appointment. I called the service repair dept. and they had no idea where the technician was or if they can get someone else to come out. He never called to say he was delayed. I spoke to someone named so called Tobie, and she assured me someone would call me, no one did.

I called corporate office on February 26, 2018, to file a complaint about the entire issue from day one. Another technician had just left and could not fix the problem. He called it in and was told to reordered another computer board, even though he tried to explain to them that the one that was installed tested to be working properly. The part is sitting in my kitchen waiting to be installed for the 4th time and the tech has not shown up today to install it. On Feb. 26th, I spoke to Rick in the home warranty dept. because I was going to cancel the warranty, but he said to wait. He would send a master technician out and that if their master technician could not repair my refrigerator they would request a replacement. He also said that if I canceled the warranty before 90 days of receiving a replacement, I would have to repay the cost of the replacement, plus the discount given on the parts I paid for in August. A joke right?

Well no tech showed up today and I have been transferred from one department to another. I am on hold and have been for the last 30 minutes. The warranty department told me that if I canceled my contract for the warranty I would have to repay them for all parts and service I was given a discount on in August when I signed up for the warranty. I told them I wasn't paying for anything because the parts never worked and they have never been able to fix the original problem. My freezer has gotten worse since August 17, 2018, due to the over freezing and not being able to control the temperature, a crack is now going down the inside of my freezer. Today, the person I spoke with in the warranty dept., Charnell, I told her about the crack and how the problem has gotten worse, she said they can not file a claim for replacement because the original problem with the parts has not been resolved. According to Charnell, there is a 90 day warranty on parts, even though they keep replacing the same parts. There seems to be a continuous cycle to keep replacing the parts and as long as they fall under the 90-day warranty, they will not put the repair under the home appliance warranty. This is crazy and seems to be a trick way of never having to replace the item but take your money monthly for the warranty. Please help me to get this resolved.

The last person I spoke with on today, 3/6/18, 1 pm was Charnell, (probably not real name) who said she also put in a message to the quality control dept for my complaint on the technician not showing up today. She told me she called the service dept. and left them a message to contact me and that the tech could still show up before the end of the day. She also said that since the refrigerator has not been repaired since Aug. 17, 2018, the service department should show me some kind of customer courtesy to offer a resolution for not being able to repair it. I canceled the warranty today since I will never get a chance to use it according to her for this issue. They said they would mail me all of my payments back for the warranty, who knows how long that will take. But I would have to contact the service repair department to get my money back for the parts I paid in August 17, 2018, that never worked. My problem now is my refrigerator has gotten worse because of the original problem not being resolved and I am sitting here looking at a part they had shipped to me with no answers. Sears is awful and should just shut down.

Sooo frustrated and hating Sears.

well here we go again...after being without a washer for 29 days over the holiday season due to sears creating a complete fiasco we are heading that way again...on february 19th our washer encountered another problem so I sent a message that evening and was sent a reply on the next day the 20th...we exchanged 6 messages in all with the last message we received on february 21st and 9:24 am that we will be called within 2-3 business days……yes you heard it right in 2-3 business days…….well february 22nd and the 23rd were a thursday and friday so now note we were into into our fifth day with no washer……now monday comes and NOTHING, ZERO, ZIP, messages or calls……..well now its march 1st and we haven't heard from anyone……I have saved "ALL" communications in regards to this "newly" needed repair but not only this one but the previous one from the previous breakdown…….with the three previous repairs done prior to the ones over the holidays I am sure I can find those messages even perhaps some phone logs…….my mother worked for sears for 29 years before she retired…..she is embarrassed as a former employee to see sears continued spiraling of its customer service…...as I think about this washer being down again for its 6th repair and sears not contacting me this is pathetic……so now what do you say this time sears……I want this machine taken from our home and replaced it with a new one because my next message I can share everything that has went wrong with the lemon I mean washing machine…..

I purchased a road hazard warranty at the Rockford store AFTER the lasalle-peru stored closed. now I go to get my tires rotated and there's no record of it.the peple that sold me the warranty are not there and joe said there;s no record.piss poor service again.my card shows the purchase. I would like my 80.00 refunded and i'll never darken a sears store ever again

2/24/2018

I bought one of the Craftsman snow blowers and purchase a service protection plan.We finally get snow and the technical support I received from Margie was to put Seafoam in mix it and wait 24 hours, Margie said if that didn't work to call back and I could have someone out in a couple days.

Well it didn't work so I called back got another young lady and she informed me I would be able to get service in two and a half weeks. Well I did get extremely upset because I don't see this as support. We have six inches on the ground and a big storm coming. How am I supposed to feel?

I bought the purchase protection plan when you can't get help when you needed. I asked to speak with a manager. RICHARD got on the line and I again was still angry and I told him why that I didn't see this as technical support or service and wanted to know why getting service is such a problem. Too busy on other repairs.

He ends up calling me a jerk and spoiled two year old because I was angry over not being able to get service sooner. To top that off he hung up on me immediately after, I ask who was being a jerk.

Last protection plan I purchase from Sears and probably the last Craftsman product I buy.Don't believe their protection page that if they cant help you that they will have someone come and help you with the job your doing.

When do you need a Snow Blower? When it is snowing!

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

I didn't like: Poor management and service, Telephone firewalls for customer service.

We purchased a roof through Sears in July 2017 for the full price of over $23, 000. The job was to take 3-4 days once it was scheduled. The job was a joke from the get go. The job finally for scheduled to begin in August and today [protected] there is yet another contractor here to clean up the initial mess. They tried to put the wrong product on, hired sun contractors, and we were told that because of the attempt at repairs that our warranty, which by the way is a fifty year roof, would be nice and void. They have sent out so many different people to "repair it" that it's not even funny. We went with Sears even though their price was almost double the other estimates because of the "Sears reputation". I would like to know if there is someone to contact in order to get our roof done right? I would not recommend Sears to my worst enemy and will never shop there again.

I purchased a Kenmore Electric range 6/27/17 along with a Dishwasher and Refrigerator. I'm a firm believer of the Kenmore name and Sears whom I purchased an entire appliance set 20 years ago. The appliances were flawless all those years.

My incident occurred on 2/14/18 when cooking dinner around 7pm. I had prepared dinner on the stove top and wanted to heat up bread in the oven. While doing so in parallel I was setting the table and heard a pop sound. I immediately went over to the stove and didn't see anything noticeable after checking the stovetop and oven. I continued setting the table when I heard electrical sizzles and turnaround and saw a big black cloud and smoke coming from behind the electric range. There was a tremendous smell of electrical burning. I immediately grab my fire extinguisher and then removed all items from the stovetop. All lights from the stovetop and oven ceased to work. I proceeded to pull the electric range from the wall and there was a black mark (size of 6-8 inches in diameter) along the wall and then looking at the back of the range was similar black mark near the bottom face place. Black soot from the smoke was also apparent on the wall too. I pull the power cord from the wall to disconnect the range. I went out to the breaker to verify all electricity to the range was off and it was (must have tripped when the incident occurred). I kept it off. I went back into the kitchen and verified all other surrounding electric outlets were intact (no further issues detected) and did not cause any other damage as a result of the short in the range.

I called Sears the next day (2-15-18) to seek direction on the path to get a quick solution for a replacement and was told that a repair technician had to come out to confirm the issue first. This appointment was held on 2-16-18 and the technician confirmed the entire "guts" (wire harness, cable, control panel, etc.) was damaged and full replacement of parts was required. He further asked if Sears installed this electric range and I confirmed yes showing him the paperwork. His conclusion was the installer did not properly tighten down the neutral wires thus overtime caused the arcing that melted the cable to range and subsequent wiring harness and control panel to the oven. The total parts and labor far exceeds the value ($200 parts, $260 labor) of the new range I paid plus I'm very distrustful of the range fearing I'm putting my family and house at harms way of future incidents. The lead time of parts and availability of a technician out to 3/3/18 - total of 17 days! This was unacceptance and a complete inconvenience. I requested a new range and he indicated I need to work with the Sears Countryside store where I purchased it for a total replacement as he was not authorized. He fully understood my situation and in the spirit of customer service he went ahead and placed on order my parts while I worked with the local store for a complete replacement with a way shorter lead time and ease of mind.

I contacted the Sears Countryside (Clearwater, Florida) store on 2-17-18 and spoke to the manager Steve regarding the above events. He was going to look into the matter and got back with me later that day. He did return the call and indicated that since I started the repair process I had to continue with that path. I communicated that I was instructed by my initial call that I had to follow that process. I also communicated that the repair technician stated that all parts, as he was working in parallel, came in and I received a new replacement I was to call for Sears Repair to come and pick up the intended parts. He indicated that he would need to get back to me. I received a call on Monday 2-19-18 from a gentlemen, Rocky, and he indicated that he escalated my situation to the customer care line [protected]) and that I should have received a call from them. I had not received a call from the customer care so I tried to call the Sears Countryside store to talk to Rocky and received no call back after leaving three messages. I called the customer care line on 2-20-18 and spoke with Paul and he indicated that since it was repairable that no new replacement was to occur. I communicated that this was unacceptable and does he realize the seriousness of the electrical short and the damage to my wall and all he kept communicating was I'm sorry and nothing else he can do and let the repair process continue and if this issue was to occur again then we will replace the range. Are you SERIOUS! So I have to have another electric short that could put my family and home at harms way to prove a replacement for a new unit. Total unacceptable! I asked to speak to someone higher in the management and he indicated he was that level and authorized to do what he thought.

I am now seven days without my electric range and need action immediately. I could have had my new replacement in my house by today 2-20-18 and very satisfied. Instead I have a damaged wall (who will repair this?) and no means of cooking. Please take action to replacement this range.

Attachments: Picture of damage wall and electric range, receipt of range, and case number #5566129 provided by the customer care personnel Paul.

A service claim was made for my dishwasher which is covered on the Sears Home Warranty Plan. On 7/6 a technician came and determined the latch needed to be replaced. On 8/21, after three different service calls and different parts replaced, a technician determined that the dishwasher tub and been damaged as a result of the multiple times the technicians had pulled the dishwasher out of the cabinets. He submitted a collateral claim. On 10/18 contacted Sedwick damage claim dept. and left a message. Later we received a voice message stating the claim had been approved and to call Cross Country for a replacement. Since 10/19 I have over 12 calls to Cross Country just to be referred back to Sedwick. I have left. both with the examiner and her supervisor, 13 calls asking for a status. In the last 6 months, I have been transferred to warranty department, delivery department, back to customer service, authorization department, reseach department and of course Property Claim Department. I have been passed around with no helping or resolving the issue. My last calls were made on 2/5 to both Customer Service and Property Claim Department asking for a written status of the claim. As of 2/18 I have not received anything. I need my dishwasher replaced. I have a detailed listing of all the claims but am having difficulty attaching. If someone can contact me at [protected]@msn.com.

I purchased a ne w Kenmore washer and dryer on 2-14-18. it was delivered on 2-16-18. the delivery crew did not level the machines. or try a load in the machine. when they left, i tried to do my FIRST load of wash. the machine vibrated and shook on the spin cycle. my bedspread is ruin. it has black stuff all over it and it is white . icalled your service center and asked if the delivery guys could come back and check out the machines, since they had only been gone a short time. i was told no. that i had to reschedule. i told customer service that my bedspread was ruin, and now i had no washer and dryer until some time on the following Monday. i requested an exchange to a new set because i did not trust that these machines would not ruin more of my wash. i was told that they would send out someone to level the machines. but did not want to change to a new set. i paid over 1900.00 for this set and i am not very happy that sears treats me like this...im out this money and all your service center can tell me i have to wait until the tech. levels the machine before you can make a decision of bring me a new set..this is unacceptable! i sent them pictures of my bedspread per their request. i want a new set of washer and dryer.

I had a Sears gift card... I would not have done business with them otherwise because of previous problems... So I bought a roll of fishing line and package of hooks which including the 11.00 shipping tag took care of the $25.00 value on the card. So, the hooks I get end up being size 14 instead of size 7, they even had size seven on the invoice I got. I called and thought I was getting a full refund, instead I got the price of the hooks $2.79 and nothing in the way of compensation for shipping. So beware of using gift cards online. You really won't get your money back when THEY make a mistake.

We have a maintenance agreement with Sears. The following has occured in trying to get service. We have been dealing with appts., cancellations and re appt. that also get cancelled, since Dec. 15, 2017. We are still using a rented refrigerator that we placed in the garage since that time and needless to say it is a great inconvenience. The following is the list of complaints:
1. Schedule an appointment
2. Wait two weeks for a service rep
3. This rep. pinpoints the problem and orders parts
4. Parts come in in two -three days
5. Call Sears to let them know
6. Schedule another appt
7. Wait 2 weeks
8. Technician arrives and one of the parts is the wrong one
9. Technician orders part. It comes in in 3 days
10. Wait another 2 weeks--by now it is Feb. 5
11. that appt. cancelled because the technician is over booked
12. have to call for another appt which is March 5
It is this point that we are deciding our situation need major attention.
After a number of calls to a number of people at Sear, s who are incompetent or part of the most inefficient irresponsible customer service program, we have duly informed that we are on a "priority" lits and have NO idea when one of the refrigerator "surgeons" will be available to "operate on our refrigerator.
To add insult to injury, Sears has the unmitigated gall to send us a questionnaire inquiring about our level of satisfaction with the service we received.
I am forwarding this email to see haw far and long can this "charade" continue. Does anybody at Sears realize the level of service incompetence that we as Sears customers have to endure as customers?
I expect someone in charge to respond to this email. It is beyond belief that once a proud company has allowed this quality of service to be marketed as a competent product in the market pace. Whoever is responsible to allow this unmitigated "b[censor]t" to exist could be why Sears is no longer what we as loyal customers were used to and are now forced to look for other options.
I would appreciate you calling me at [protected]. It appears that we no longer have the option to speak to anyone who can provide us with a straight answer on how or when we expect the service we have paid for.
Oscar Zeringue