Sears
Reviews and Complaints

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

I had a technician from Sears Home Services come to my home to repair a microwave/oven combo. The technician stated that the call should cost $89, as opposed to the $249 they were charging me. He even called to verify the charge with his superiors. The technician stated that I would be receiving a $160 refund, that should take 30 days. After 45 days, I called Sears home services and they say that was not overcharged and whatever the technician told me was incorrect and there will be no refund. The technician charged me $249 to look at my oven, and an additional $89 to look at my dishwasher. Neither of these were worth fixing due to cost to repair so I'm out $338 and nothing is different than when they showed up. I have no problem with paying both $89 service fees, even though paying 2 charges when they are next to each other is questionable. But to be charged an extra $160 because now the people at the 800 number disagree with the tech statement is beyond deceitful.

[protected]@searshc.com

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On january 24, 2018 I purchased a nordictrac elliptical at your store located at the louis joliet mall (#01740). The amount of my purchase was $790.61, less the amount of $100.00 which was refunded for delivery.
My initial delivery date was january 24, 2018 and the delivery occurred without a problem. However, upon attempting to utilize the equipment for the first time I noticed that the machine was damaged and I contacted the delivery driver who subsequently referred me to the delivery center located in romeoville and a repair order was completed. On thursday, february 1, 2018 the repairman arrived and the machinery was deemed unrepairable. I was put in contact with the delivery center and an order for a replacement was made.

The delivery date for the new machine was scheduled for february 8, 2018. On that date the delivery driver arrived and inspected the machine prior to removing it from the truck. He subsequently informed me that the machine was damaged and that he would contact the delivery center and arrange delivery for replacement equipment.
The delivery center contacted me and arranged delivery for february 15, 2018. This date is 29 days after my purchase and 22 days past my anticipated date of receiving operable exercise equipment.

After receiving information regarding the 2nd piece of damaged equipment I contacted your customer service department and this is where there was less than satisfactory communication.

Your customer service representative, fred id # 588095, was very condescending and offered me the ultimatum of "take it or leave it".

I am hopeful that the manner in which I was treated is not representative of the manner in which all sears customers are treated. The lack of respect communicated towards me was abhorrent and I was told that if I wanted to void this transaction "then feel free to do so", at the location I purchased the equipment. I was also told that there was no remedy to my dissatisfaction regarding this transaction other than a 10% discount on my next purchase. Surely, the failure to satisfactorily complete this transaction and the manner in which I was treated is not an inducement to again shop at sears.

I am appalled that what was once one of america's venerable retail operations has been diminished to a point that it cannot satisfactorily uphold its end of a purchase agreement and that its representatives treat its' customers with such callousness.

I sincerely hope that there is a concerted attempt to satisfy this more than dissatified customer. I can be reached via email or at the following number [protected].

With high expectations,
Herman veal, jr.

Sears is not sending the Warranty Part for the Broken Drum Inside and Outside Plastic Drum and Inside Steel Drum Despite their Repair person Certifying that these parts are covered under the Manufacture Warranty.
Sears told me our phone that Service man will not charge. He will certify that the item is covered under the Manufacture Warranty. The Service Man came to the house but charged $ 99 and gave a printed Charge Slip showing the amount charged and items cost under the manufacture Warranty, All are clearly listed on the Charge Slip . He said he will order all the covered part but he will charge $394.48 Total cost of the Covered parts listed by him was $1743.46. Since I could install these parts I told him I will do them myself . He was not ready to order the parts as he wanted to install them himself. He offered to do them at the half price if I get them done same day of his Visit. He told me I could order these parts myself if I do not want him to Install. I have been trying to get these covered parts from Sears Since January 11, 2018 and they keep transferring my call from one person to another . As of this date my Washing Machine is not fixed as Sears has not taken the Order to Send the replacement Parts covered under the Manufacturer Warranty,

Model No 110.[protected]
Serial NoCSY2405867
11223T CC TUB REPLACE $151.0
26 110 WPW10250573 $596.98
26 110W10772617 $379.89
26 110 W10772607 $296.04
26 110 WP8181673 $18.38

We have been trying to get our microwave repaired since Nov 2017. We bought a protection agreement since our previous microwave died and thought it might be needed. We have had four service appointments and the microwave is still broken. On the third appointment the microwave, the technician said the microwave would be a liability issue since it had burned some wiring. For some reason, the technician marked the service as completed. We had to call back to get it re-scheduled. Our protection agreement expired in the middle of Jan 2018 and we are asked why we haven't renewed it. For one, the service has been horrible. For two, the agreement says that the appliance must be in good working order to sign-up for another protection agreement. Since the microwave was never fixed we can't sign up for another agreement. This needs to be resolved ASAP!

We purchased a refrigerator freezer in March of 2016 and purchased a three year warranty. The salesperson told us that Kenmore was made by Whirlpool. (Lie #1) We thought it would be the last refrigerator we would have to buy. It turns up later that these are made by LG and the parts that are used in the manufacturing of these refrigerators are made in China and are junk. Every service man that came to the house told us how many problems this refrigerator has. In November 2017 I noticed the ice cream was soft and a few other items were not frozen and seemed to be thawing out. I called the Sears Service department and this is when the nightmare began.

Initial phone call; Early December; I call the service department to set up an appointment. The specialist tells me to hold my phone up to the little box in the right hand corner of the refrigerator so they can "listen" and make an early diagnosis of the problem. (lie #2) What a crock that is. I will explain later.

Service Call #1; Service man#1 shows up. He tells me that the ice cream is always a good indicator that there is a problem. I tell him about the episode with the little box on the refrigerator (See Initial call), He says I don't believe in that. He cleans out the bottom of the refrigerator and says I will mark this as a maintenance call, And leaves. he never reports further to SEARS that there is a problem.

As far as the little box goes, I was informed later by a Senior technician (See Service call #4)that this is just a sale gimmick used by SEARS to hook customers, He also told me that he, himself called that number for service, while on a call and was put on hold for over and hour. He was then told by the service technician on the other end of the phone about the little box being a sales Trick.

Service call#2 I called SEARS to report that Service man#1 did little else except to basically tell me I have a refrigerator in my kitchen. When I informed the Customer service person she said it was listed as the yearly maintenance call and would change that to a service call. I got an appointment 10 days later. If one came up early they would call. (Lie #3)

Oh, and by the way. You are instructed to push 1 for English and 2 for Spanish. Well they need another prompt. Key 3 for broken English. Most of of the time you get a person who cannot understand English, can't speak English and basically doesn't listen to what you tell them.

Service call #2. Service man does not know what problem is and calls main office. Part #1 ordered. That evening we realized the ice maker no longer works because it is not cold enough. 12 days later next appointment. it is now January. Part is shipped to my address, because SEARS removed all the parts from the vans. At this point we have thrown away $300 worth of partially thawed and unfrozen food.

Service call #3. Service man puts part in(A panel in bottom of fridge) tells me to wait 24 hours to see if it works. No. It doesn't work. Freezer gets no colder that 18 degrees and goes to 24 degrees. he questioned me why did the first service man notice the temperature in the freezer and the fridge.
I don't know. I'm not the service man. I bought a refrigerator thermometer to monitor the temps. Next service call scheduled twelve days later.

Service call #4 Senior technician come to the house to diagnose the problem. (He's the one that was put on hold about the little miracle box in the corner of the fridge.) Two different parts are ordered. He says that refrigerator is defrosting to much and not getting cold enough. Hmm: No kidding) Good thing he told me that!. Two more parts ordered.

Service call #5 Two new parts arrive and are installed. Same story. Wait 24 hours. This was 10 in the morning. I checked the temp throughout the day. Oh look temperature goes to 15 and then a half an hour later the freezer reads 24 degrees. I don have to wait 24 hours to see if its going to work.

I call key #3 at the Service department. She tells me :Didn't Service man tell you to wait 24 hours. I told her I know the problem is not going away and I want to schedule another appointment before the next day so I won't have to wait 10-12 days for another appointment.

This is the third repair on the same problem if not corrected According to my warranty that means a new refrigerator. Yeah we will see how that goes. At this point I wouldn't buy a pair of socks at SEARS. All across the nation SEARS stores are closing. Gee, I wonder why!

I did lots of shopping in Sears during November 2017. Included was three items for my son in law for Christmas . One shirt was too big for him so he attempted to return it during his week off from teaching after Christmas. He was purchasing other items. and he had his recept. He was told there was a 30 day cut off for returns. So he had to leave the store with a shirt that he couldn't use and he purchased other items. I have never heard of not being able to return an item with a receipt that was bought 6 weeks before. I did my shopping in the Rockaway n j store. He tried to return it in the willowbook mall in Wayne n j. I would expect at least store credit. I have not been able to get to the mall since or i would have gone in to ask about this in person. I doubt that I will be doing any more shopping in Sears .

I bought a new washer and dryer in July, 2017 and I also paid for the additional payment agreement... My dryer is making a noise so I made an appt. online for someone to come look at it. Now when I bought the agreement I was told I would never have to pay for anything, no paying for someone coming out to check it and no payment for fixing no nothing... however I receive an email confirming my appt and saying it's going to cost me 89.99 for someone to come out. The dryer is not even a year old and I expected more from Kenmore and from Sears. If I have to pay for someone to come out and see what's wrong and to fix it then I will pay someone else that is cheaper and you will refund my credit card what I paid for the protection agreement. Marilyn and Robert Panico, Derby, Ks

I shopped at Sears Great Northern Ohio and the cashier pushed the credit card offer of $60.00 off my purchase if I applied that say, I agreed and did apply. I was advised by the cashier I was not approved, I received no $60.00 discount and took my denial receipt and went home. Today I receive an alert from my credit monitoring that Sears is a new account on my report $6000.00 limit. I called and spoke with Ruth who I explained my concern and upset about being scammed and that I have not even received credit cards in the mail for Sears, I had a hard time understanding Ruth. She put me on hold for 5 minutes and came back and said I have great news, we have issued you a $60.00 credit on your account to use for future purchases. I express my upset that I had no intention of using the card and that I felt I was scammed that day and now being pressured to use the card to get my $60.00 discount, again I said I hadn't even received the card. Ruth continued to speak as if it was my "Lucky" day. I asked to speak with someone else as I could not truly understand her. I received Aurora, who was defensive from the beginning of our conversation, she didn't let me explain as she just repeated what Ruth said and Aurora kept stating "You were given a $60.00 credit on your account to resolve this." I explained I didn't want to use the card and that the cashier never said I would have to use the card if approved, and anyway I was not approved. No one can answer how that happened, where the cards are. Aurora became more defensive and abruptly told me it takes 2 weeks to receive the card even though the were mailed out on 1/23/2018. I again asked how this could happen and was again told "you received a credit to resolve this" At that point I advised I would take this matter further and hung up. My credit report had dropped points due to the "denial" and now I have a new credit card that I was told I wasn't approved for. How many other people has this happened to?

Worst possilbe customer service. Waited two weeks for an appt on refrigerator, was told appt times were between 8 and 5, which is terrible. But that they would call the day before and day of with a two hour window time. No phone call made, even signed up for text messaging. One automated call the evening before said to check website for estimated time of arrival... It said between 8 and 5! I waited the following morning,, no word. Decided it would be safe to take a shower. Apparently the serviceman came but didnt even ring doorbell, instead left a note on my garage door! I certainly would have expected it on my front door.

After calling back, speaking to avery rude person that said you missed him you will need to reschedule. I explained what happened and that I had taken off work and needed him to return. She rudely said again that that wasn't possible. I ask to speak with her manager and waited five minutes on hold to get disconnected. I called again spoke to a very nice lady and after explaining was told she would certainly have the tech return to fixed my refrigerator and she was very apologetic, then about twenty minutes pass and someone called and said, needed to be rescheduled they certainly cant come back today. I called the escalation dept and again spoke with very rude people who told be they would do what they could but should go ahead and reschedule now. But they could give a two hour window! they said routing would call me and so far nothing. I and going to have to get this repaired and pay out of pocket as I need my refrigerator. The most rude people that do not know what they are doing that I have ever dealt with. Nothing will ever be purchased again sears!

Nightmare with Sears: Sears Customer Service Bait and Switch techniques
Sales # [protected] / purchased on 12/30/17 in the store in Saugus, Ma Paid $2499 + tax.

Promises made by Phillippine Call Center not fulfilled. Deceptive Practices.

PriceMatch Discount prior to Delivery of $374.99 never followed through
1. Inquired when confirming delivery if they offered price match where Amazon was offering the same fridge from Kenmore for less. After some time on hold with Kirk (Emp ID unknown), he came back, after verifying and talking with his manager, offering me a refund of $374.99, which was even more than the price differential on Amazon. While first he offered via Sears Rewards Points program, I declined and he said a credit card refund would take 7-10 days. He even called me back 3x to get the credit card number from me and then my husband as it was his credit card. This call took place with him on 1/2/18 at 5:35-5:43 EST approximately.

2. Delivery made on 1/3/18 came with with cosmetic damage on the bottom freezer. The delivery guys were excellent. They took a picture of the damage and submitted it. They said they would come back next week with a new refrigerator and simply change out the door. They told me to be sure to call customer service as well which I did that evening. I was quite surprised when Daisy / Employee ID unknown offered us $2000 "just like cash" in Sears points if we could live with the dents in the fridge and not take a replacement. We confirmed at least 5 times that it was $2000 since we were in disbelief, and she said yes. We confirmed with her that it was 1 point per dollar and that we could spend it at any Sears or Kmart. She explained it would take up to 24-48 hours to show up in our account. We agreed. We requested this to be confirmed in writing but she said she had no way of doing this.

On Saturday1/7/18, we showed only $275 worth of points of which $75 were from points for the purchase in our Sears Account. I called back to find out why we were not showing the $2000 they promised. The agent informed me that Daisy must have made a mistake because we were only promised $200. I asked to speak to a supervisor and got Neil Employee ID 881038. He again apologized and confirmed that we were given the $200 we were owed and that it was not $2000. When I asked to schedule the replacement, he offered me $500 in points on top of the $200 already there as a concession. After discussing this, we decided to decline and asked for the replacement. He then said that he could sweeten the deal to another $100 for a total of $600 on top of the $275 already in our account. At this point, I was getting annoyed and quite honestly, if he had offered the $600 from the get go, maybe we would have taken it. I told him I was annoyed and I didn't want to continue with these games. And so he processed the request for a replacement.

Second fridge arrived with an even WORSE and bigger dent in the same location, lower left of the freezer door. Sears called back a week later to schedule delivery of the 3rd Fridge. At this point, I asked for a supervisor to call me back because we still had not received the refund of $375. No one ever did.

3. I finally called on 1/27/18 to inquire about the $374.99 refund and was informed that it was only $240 they could refund me per Agent Jess / Emp ID 98186. Again, I asked to speak to a supervisor and was told no supervisor was available but someone would call me back in an hour. I was surprised when Supervisor Aaron / Employee ID unknown did call back, and he reiterated the same offering, only $240 was all he "was authorized" to offer. We were willing to accept the $240 and asked him to send this in writing via email or fax which he again refused. We asked for this in writing because at this point we don't believe anything Sears says over the phone. When he refused, we asked him to schedule the return of the fridge which he did and has scheduled it for 2/1/18.

Dear Sir or Ma'am,

I'm writing to express my sincere disappointed and frustration with the home repair department. Today, I contacted your 888 number to schedule an repair appointment for my Kenmore refrigerator. I elected the technician come to my house between 10 am - 2 pm, I asked that I be called prior to the technician showing up. The customer service representative confirmed someone would call my cell phone number [protected] because I was on my way to work. At 1:49 pm I called the 888 number to advise I hadn't been notified and the first representative told me the day is not over maybe the technician is running late and I should just wait. This response wasn't acceptable so I asked to cancel the home repair warranty I agreed to early on the first call. I was transferred to someone just to again tell the above to be put on hold and be transferred again. The representative was also from Home Warranty she placed me on hold and stated there was 6 houses on the technician schedule, he was at house number 4. She further stated he arrived at house 4 at 1:42 pm and that I was number 5 on the list and someone would call my cell phone to advise me when he was on his way. So I came home around 2:30 pm and found stating the technician was at my house at 1:59 pm. I immediately called the number on the note and was told the technician would return. Around 4:39 pm to again inquiry about my appointment and was told the technician was at my house at 2:15 pm and that a call was placed to my home phone number [protected].While on the phone I received a text stating my appointment was rescheduled to 1/30/2018. A supervisor, Addison stating that unfortunately there was no technician available until 1/30/2018 to access my refrigerator.

I requested Corporates' number and was told by Addison that he didn't have a phone number and I could file a complaint by emailing [protected]@customerservice.com. I sent an email just to have it returned undeliverable.

THIS IS NOT ACCEPTABLE! I am a loyal Sears customer and I was given incorrect information each time I interacted with Sears staff, nevertheless my refrigerator is still not cooling, I am forced to contact another company and pay weekend fees.

To say I am upset is an understatement. Please review my complaint and contact me regarding this matter.

Sincerely,

Donna L. Carter
[protected]

I ordered a part for a Kenmore hot water heater on [protected]. Two days later I was informed that the part had been back ordered and was not given any estimate as to when the part was to be delivered. I then called Sears Direct to cancel the order. The lady I spoke with told me the order would be cancelled and that I would receive a refund. I got another email today (1-23-17) informing me the part had been back ordered. This aroused my suspicion because I shouldn't be getting information on an order that had been cancelled so I called Sears Direct again. This time I was told I would have to wait until the back ordered part arrived at my home and to then return it and pay the return shipping cost. During this time my payment is tied up with Sears and I'm to be saddled with shipping costs to return an item that hasn't even been shipped to me yet. When payments to Sears can be transacted over the internet in a matter of minutes, but they can't handle something as simple as cancelling an order there is something wrong.

On or about 21st.of January we had service appointment that was made.In home repair for a dryer that would not start! Of course the appointment window was between 1-5 pm.Well the serviceman came in the latter part of the pm, as to me it was packing up time to go home.Well after he was there, it couldn't have been twenty minutes before I heard the dryer on.So I approach him and that it was pretty quick!He proceeded to try and sell me parts that I didn't need and said it was procedure.To get to my pointing knew about the 89 dollars to come out.He charge me over 200 for replacing a fuse and said another fifty to clean vacuum the dryer.Which it was not warrented.I had not only vacuum behind the unit but also attach back a broken piece attachment. He left after ripping off a scam!If that the type repairmen your hiring, your the last company I will recommend!

We purchase an over the range microwave oven and it was installed by Sears on April 11, 2015, we also purchased 5 years MPA and was told that Sears would cover any repairs or replacement we required until April 11, 2020.
On January 9, 2018, as I was preparing oatmeal with toasted walnuts, as I had done hundreds of times before, there was electrical sparks and heavy black smoke coming out of the center. I center had melted and the smell was like an electrical fire. I called Sears and they sent a repair man the next.
The repairman told me that he could not repair the oven and that it was not covered by the protection agreement because I had not used it properly. He, personally, did not agree with this, but it was not his decision. I called Sears National Customer Relations.
Sears Rep. said they would schedule another repairman within 24 - 48 hours. After 48 hours, I called them back and found out that no one was scheduled was, nor any report filed.
Then, as luck would have it, a salesperson called to try to sale me another Sears warrant, and I told her about my Sear's failure to honor their agreement. She looked up my complaint. She told me that Sears did not cover any failure that resulted in a fire, and that it was my fault because I should have read the agreement when I bought it. Like, if I had read it, I would have known that when it failed it would be because it caught on fire.
I will never, ever, ever, purchase anything from Sears again. I heard that Sears is close to going under - now I know why.

I am so angry right now I can't type and have had to restart this complaint twice.
I have used Sears products for years, in fact we used to call our utility room the Kenmore Room.
I will NEVER buy another Sears product again. This washer is a few years old, five at most, and the bleach dispenser is totally rusted out. I first noticed when I began to see rust spots on my laundry.
I have not used the bleach dispenser since I saw the first spots, and add bleach the old way: fill. Washer with water, pause, add bleach to load, continue.
It is still rusting, even without use.
Did anyone tell the manufacturer that washing machines use water? Why didn't they use stainless like they used on the drum?
Sears says they don't fix rust problems. What kind of store fails to stand by their product?
This is not a cheap machine and I don't really budget for a new washer every few years. I will ultimately have to buy another, but it won't be a Kenmore. Nor will my dryer, my refrigerator, freezer, nothing! I will never give Sears one more dime!

I purchase a grill (lay away) on 11/05/17. my final payment was on 12/30/17. according to the associate at the store the grill will be there the following week. I whent to pick it up at the pick up department the following week and its not there and is not showing on the system neither. I waited another week, I whent today 1/13/18 to check on the status of my grill and is still not at the pick up center. This time the associate try calling the assistant manager to come and talk to me, but she or he never came out. The associate comes back and gives me a number to call to track down my item?. he provided me with this number [protected]. The representative couldn't help me neither. I also chat with a guy name Rhys online and he wasn't able to help me neither, he provided me with a number again, so here again I call and nothing they couldn't help me. it has become so inconvenience. any help would be appreciated.

thanks
juan perez

Ice maker not working again. 4th time in less than 2 years old.
Repair services were out three times in first year. Fix lasted 12 months. Repair quote is $350 to replace icemaker, since a sensor went out and it is connected to whole unit. This issue was considered a design flaw then band-aided temporarily. What now. Paid for counter-depth French door, freezer on bottom, stainless steel frig for our new kitchen with a new stove, washer and dryer, all Kenmore. Kenmore, are you willing to stand behind your product and services? Just want us to purchase a new product? After spending about $5000 for Kenmore products, it is reasonable to expect more than two years from this type of an appliance at these costs. Let me know if you can correct this situation.

I bought a Kenmore vacuum cleaner from Sears Canada at Oakville Place store ( Closed now ) about 2, 5 months ago.It is partially broken after 1 month of purchase, for one month I'm trying to get it repaired but no support or response from Sears. Kenmore is just a brand name and supported by Sears only as I understand. I called different numbers, no solutions.. some of them saying they are not dealing with small items, some of transferring to others...wrote down their web side as a customer request..I just want it to be repaired under the warranty because I only used it only 1 month, is it too difficult ?