Sears
Reviews and Complaints

Hello fellow consumers,
I ordered this part from a refrigerator that has had nothing but problems from day one! It is only 2 yrs. Old, and now no part! It said in stock, I ordered it with a "live" person at sears parts dept. On 1-3-18. I paid for expedited shipping! She said, (and on my order receipt), delivery would be 1-5-18! No part! I called someone in parts said they were waiting on frigidaire? Not acceptable! The sears repairman had the part. He wanted $300 to put it in! Would not sell us the part! This is an outrage! No refrigerator for over three weeks now! I want a full refund! This kenmore #60412 refrigerator is a lemon! I will also be letting it be known on social media, and the bbb.
Susan hahn

8/30/17-bought fridge, 11/21/17-compressor died, 12/7/17-tech showed up, compressor not here, 12/27/17-new compressor installed, 12/29/17-fridge temp 50F, Freezer temp-30F, 1/3/17-tech came, fridge evaporator needs replaced. Both manager & tech said we should be given a new fridge. Of course that didn't happen. Tech won't be back until 1/19/17 to install new fridge evaporator. We've not had use of this fridge for 46 days now. Umm...this might be part of the reason why Sears is closing so many stores. Consumer lack of confidence in their appliances.

It's the coldest week on record and we have been without heat for nearly 2 weeks! Heat pump maintenance done in October and tech said a part was failing but Sears won't cover it until total malfunction. That happened on 12/27 Sears doesn't send anyone until 12/30. He gets it working but it dies 6 hours later. We call again and no o e comes until 1/3/18! That get says the compressor failed and they have to order a new one. That's the last we heard! It is 10 degrees outside. I called today and they say they have no idea when it will come in. I called around town and found 5 of them, one less than a mile from the house. Never get anything from Sears and get heat pumps from a local company that values customers! I worked at Sears in the early 1990s and the company respected & valued customers. Staff was instructed to bend over backwards to satisfy the customer. In recent years they have been going g under and the reason why is clear.

My name is Warner Howard. My number is [protected]. I took my car in to get a slow leak repaired in my rear driver side tire. I was told I would be called upon completion of service. Instead, I returned to the shop to find that it was closed with my tire unrepaired and my keys still in the shop without anyone calling me. An associate in another department contacted Ernest (the man at the auto department's front desk) for an explanation. Ernest said that he called me and left a voicemail. There was never a call or voicemail. To top it all off, I was told to purchase a gift card to cover the cost of labor. I was never contacted, lied to, and charged for labor that didn't result in a fixed or new tire.

Sears repair services suck.
We have american home shield insurance on our appliances and such. Not had any problems with ahs since we bought the house. Sears is one of their contractors.

We had a problem with sears showing up on the scheduled day/time (8-5) a month or so back - the tech called about noon and said he had to reschedule because a job he was on ran way over. Ok - we get that. All sorts of things take longer - dr's appointments, car repairs, electronics repairs, etc we get that.

Sssooooo we called ahs last thursday because the dryer broke. Again asears product. Sears appliance repair called friday and scheduled an appointment for today 8-5. We had a couple automated calls over the weekend including one yesterday afternoon at 3:35 that we had an appointment today 8-5.

At about 1240 today, sherry answered feb's phone and they are rescheduling to friday.

So, I spent 45 minutes on hold to speak to a rep. Then she can't find my phone number in the system - I said she was full of [censor] they called several times over the weekend. We gave them feb's number as well because I was working and it was under that. Both numbers got the automated calls.

Anyhow, after another 10 minutes on hold - she came back and said they rescheduled because they didn't have a truck in the area.

Totally unsat sears.

I will never buy another sears appliance, especially with them cutting stores.

I called Sears to set up an appointment to check our washing machine and the tech came to check the problem. On Dec. 5th, he ordered some parts and we had to wait until the parts before making an appointment to do the repair. the followup appointment was scheduled for Dec. 15th. We waited and did not hear from the tech as to when he would arrive. I called Sears Service around four pm to find out why he didn't show up. I was told that the original tech called in sick and therefore we had to reschedule. I asked why someone didn't call to let us know that he would not make it. It was very irritating the way the person I was speaking to because he really could care less and didn't even say he was sorry about it and had a poor attitude. I rescheduled the service call to Dec. 21st. The tech came and said another part should have been ordered and the job required two people to do the repair. He spoke to his supervisor and ordered the part and left. I had to reschedule another appointment for Dec. 29th. The tech who came on the 21st around 3 pm and said he wouldn't be coming because he didn't have another tech to help him. I had to reschedule again, this time for Jan. 5th. Since when did Sears stop caring about it's customers. In the past the techs always arrived on schedule and always let you know how soon he would arrive. Repairs were always taken care of and I didn't have to keep rescheduling. We have been with Sears since 1966 and this is the worst they have ever been. I can't even speak to someone who is in charge.

I have a master service agreement. it covers my panasonic t. v. for in store repairs. I loaded the t. v. into my van when it quit working and took it to the sears store at lakeside mall in sterling heights michigan where I was told to take it home and call for service. I told them that my contract says in store repairs not in home. they refused to take it and they never looked at it. I took it back home unloaded it and took it back in the house and called the 1-800-4my-home for the repair. they told me to take it to the store and drop it off for the repair as my contract states. I told them I had tried that but they refused to take it and I should call for in home repairs. they also told me that if I wanted for the service man to service it at my home it would be an additional charge of $50.00. I put the 200 pound + t. v. back into my van and returned to the store to drop it off for service. the store refused to take the t. v. for repairs telling me to take it home and call for a repair person to come to my home for repairs. after an hour of arguing they finally looked at my contract and the t. v. and decided to take it in for the repairs. this all happened on 12/31/2017

I have been trying to have an issue resolved since 12/16/17 through Sears and not only has Sears refused to attempt to understand the issue and attempt to resolve it appropriately, I have been harassed and lied to by Sears chat personnel, Sears telephone personnel and through the email continually since 12/22/17 and especially throughout the holiday and still the matter remains unresolved and Sears refuses to even attempt to 1.) understand what the issue is but 2.) not even attempt to resolve the issue. See Case No. 5456507

I want to file a claim for moneys already paid to Sears and for the total cost of the repair still not yet fixed. Compensation should also be made for the harassment, stress and the additional money it is costing me in order to address this issue.

My son in law received two shirts for Christmas that were purchased on Oct 29, 2017, however he did not receive them until Dec 25, 2017, the shirts were not the correct size. I went to the store today with the original receipt & explained that these were given for a Christmas gift just to be told that it was over your 30 day return policy and that your extended return policy started on November 1st, you are talking about 2 days. The shirts don't fit and you all will not exchange the shirts for a larger size and nor will you refund the money, so from what I can see as a consumer you all are a thief. If I had not had my receipt I may could understand better why it could not have been done but for someone to tell me when I asked what I was suppose to do with the shirts because they are too small I was told that I could give them to Goodwill. Just one problem with that and that is not supporting Goodwill this gift was for my family member. I would you like it if someone told you that if you were in my shoes. Sometimes rules should be bent and this was one of them considering how much business I have done with your company and now I fully understand why Sears and Kmart are in the financial trouble that they are in. I will never shop or patronize your stores again and I will strongly encourage anybody that I know not to deal with you all by what was done to me. Whatever happened to customer satisfaction OH let me guess it went in the greedy thieving pockets of Sears Corporate Officers so they can further sit back eating they steaks and taking their cruises. Your so called acting manger by the name of Susan and the sales clerk Mica at the Danville Sears Store 01025 at 325 Piedmont Dr. Danville should make you proud, while Mica that was at the Jewelry counter was making a very sarcastic remark and look on her face. If you all do to all of your customers as I was done today then you deserve to loose your customers and in the end the store will close and that should make you really proud. I am out of the product and the money thus making Sears nothing more than an everyday common thief.

The oven control seems to have no relationship to the actual oven temperature. I had a Sears technician come in to calibrate it soon after I bought it but he said it was fine. After a number of baking failures, on Oct. 23, 2017, I paid a Sears technician $94 to check the temperatures. He again said it was fine even though when it was set to 350, the ready buzzer went off at a much lower temperature. He said I should just wait 5 minutes past the buzzer. This does not work either. The problem seems to be that the oven just doesn't reach the temp that it is set to. I have been trying to compensate by setting the temperature higher, then watching things closely, turning the oven down when it gets too hot. This is all guesswork and not at all what I expect from any oven. And by the way, I am 79 years old have been baking successfully since I was 10 years old. Carol Crouse
([protected]@gmail.com)

On 3/12/16 our BMW Suv was serviced at Sears Auto for a break repair job. Needless to say while driving vehicle weeks later the brake system failed, causing damage both exterior and interior as it crashed in order to stop in parking lot wedged between garbage disposal barricade. Company has compensated for all exterior damage to be repaired, however vehicle has had electrical issues from warning lights coming on, to failure of emissions tests and not starting properly at all. I was informed by agent that Any further issues with vehicle would be taken care of at companies expense. I reported the above mentioned and was instructed to have it towed to be inspected back on June 29th 2017 at my expense of 533.35. This inspector not met me in person and the diagnostic test due to be performed was denied by Sedgwick. So only a visual inspection took place verses complete check up. On 7-8-17 we had to tow the vehicle back to cedar rapids again at our expense 533.35 Bot tow receipts have been faxed and one was left inside vehicle upon inspection. A letter was sent stating there was no proof of Towing so I was never compensated. At present our vehicle has been sitting for almost 2 months due to not starting properly and losing power while driving, either battery, alternator some electrical issue. I am in the Military stationed in Korea E-8 status Capt. our vehicle had no known issues prior to incident and we are second owner. It obvious when vehicle crashed that internal damage was done not just exterior. I want and demand that our vehicle be returned back to its original working condition prior to incident before further legal actions take place. I trusted in both your company and Sears to handle this situation without involving my attorneys a Life could've been loss due to this if not others affected. While in the states I was assigned to duty via wounded warriors event, yet had to leave my post in order to have vehicle towed a second time from dealer due to your company not covering a mere diagnostic test which cost 175.00 and would be specific about anything wrong internal via air bag lights indicator etc. etc. This needs to be addressed and handled by a supervisor immediately.

I just wanted to say that 2 days before Christmas the sears store in Tyler TX can't have sales people on the floor in clothing dept but have people standing around in appliance dept is really stupid. I asked the person behind for some help on the floor and she said that they had no one to help, only cashiers and no one was on the floor? I will try to NEVER SHOP AT SEARS AGAIN. Then I walked to Pennys and found what I wanted with help on the floor

I bought a Kenmore Elite in September 2015 because it was top ranked by Consumer Reports. Electronics went bad and had to be replaced in August 2017. Now, December 2017 the electronics are bad again - "Service code F2E2." Kenmore service's "Niki" says 90 day warranty expired, she is the highest supervisor I can speak with, and best she can do is 20 percent discount on service. Wow, what a scam - do not buy. I refuse to repair the electronics again just to have it last another short while after the 90 day warranty. Sham on Sears/Kenmore for not standing behind their product and having some business ethics to do the right thing. No wonder they are repeatedly on the verge of going out of business.

Order [protected] placed on 12/16/17 and was told that it would arrive on 12/22/17. I called on 12/23 and was told that the item never left the warehouse. No contact was made to me to allow me to order the item from another source. No Christmas present for 83 year old father.

Thanks, what will you do about this?

Gift card Store credit

Sorry just doesn't get it!

Under our protection agreement our refigerator broke and has not been fixed yet, the tech has been out several times and finally says it's not repairable meanwhile the protection agreement expired. Tried getting a replacement under the lemon law being as it is deemed not repairable and broke during the coverage time however all I get is the run around and or hanging up of the phone, now what?

Hello when I purchased my home in October of 2009 it came with Kenmore appliances. I don't believe this should be happening that this microwave is falling apart... The material it is made off is coming off, the handle has become loose and the bottom of the microwave is cracked.. I would need to figure out how to send you pictures ... I am really upset about this product

I bought a Kenmore Elite refrigerator 3 years ago. I went out 2 weeks before Thanksgiving. They didn't send out a tech for 3 weeks causing me to host a Holiday party on Thanksgiving day with no refrigerator. I've called customer service several times which is USELESS! Finally, on Dec 6, 2017, the technician came out and told me my compressor needs to be replaced. Well you mean to tell me I have to pay 100.00 for you to tell me what I already know. The compressor is covered for 10 years and will be replaced free of charge if it goes out. Well the tech tells me that the compressor is covered but the labor is not. He also tells me that when the compressor goes out, the mother board needs to be changed also. So a free replacement of my compressor on my 3 year old refrigerator will now cost me $650.00. That doesn't seem to be fee of charge to me. Well, I have emailed the CEO of Sears holding and the whole executive team 3, yes THREE times and not one of these overpaid execs bothered to call me back or even send an email and it seems they don't give a damn about customers. I guess it will hurt there bottom line too much to satisfy customers.

I bought the dishes washer 3 1/2 years ago. The control panel was not working properly until it did not work at all. 1st service appointment was 4/16. I had to replace the control panel plus 2 service calls. Same thing happened again 11/17 but this time I need to replace both the control panel plus the fuse piece. Each control panel is $150., fuse piece $100...every service call $100. I have not repaired the machine since 11/17. The total cost would be an additional $350.00. This is not right for a machine 3.5 years old. I would either like a complete repair or preferably a new dishwasher. Thank you.

Ordered a Control Board for a Whirlpool Refrigerator. The box the part came in had a green label with a hologram that says to return the defective part to the parts distributor for a core refund however, no address was provided. Attached is a transcript of my conversation with customer service stating that they don't provide this service;

Chat transcript

Visitor (16:45:46 GMT) : ref control board
Browne (16:45:48 GMT) : Hi there! Nice to have you on this chat.
Browne (16:46:45 GMT) : Sure, I will be glad to help you in locating the part for your model.
Browne (16:46:58 GMT) : Can you help me with the model number of your refrigerator, please?
Visitor (16:47:30 GMT) : I have already ordered it
Visitor (16:47:40 GMT) : Order number: W924075
Browne (16:47:58 GMT) : Okay, can you help me with the phone number that was used at the time of placing the order, please?
Visitor (16:48:16 GMT) : It was ordered online.
Browne (16:48:57 GMT) : Yes, we need the phone number that was provided on the order at the time of placing the order.
Browne (16:49:05 GMT) : It is just to locate the order.
Browne (16:50:21 GMT) : I am sorry did I lose you on this chat?
Visitor (16:52:19 GMT) : None provided
Visitor (16:53:53 GMT) : You already have the order #
Browne (16:53:54 GMT) : I see that the order is placed for the store pickup.
Browne (16:54:21 GMT) : According to the order the part has been picked up onXXXXXXXX/2017
Visitor (16:54:30 GMT) : Yes
Browne (16:55:21 GMT) : If you have not received the part, please contact the store for further assistance.
Visitor (16:56:07 GMT) : On the box was a green label that says return the defective part for a core refund.
Visitor (16:56:29 GMT) : However, no address is provided.
Browne (16:57:06 GMT) : Okay, for Core refund please contact the manufacture directly.
Visitor (16:57:29 GMT) : Can you tell me where to send it to.
Visitor (16:58:32 GMT) : I did and they have told me they don't take cores back and to ask you.
Visitor (16:59:22 GMT) : Plus the box did say return to parts distributor.
Visitor (17:00:17 GMT) : They also told me that they don't sell parts to individuals.
Browne (17:02:26 GMT) : I am sorry as we do not have take core refunds. The core refund will be only issued by the parts manufacturer. I see that your part is manufactured by Whirlpool Corp
Browne (17:02:41 GMT) : They can only assist you further with the core refund.
Visitor (17:03:46 GMT) : They already told me to go to you, the parts distributor for that.
Browne (17:05:10 GMT) : There is no specific way to dispose of the old control board. The option for core refund is to find a local electronics recycling center. They will help you with the core charge and will sell the same refurbished.
Visitor (17:07:19 GMT) : Are you just making this up?
Browne (17:08:31 GMT) : No, I am not making it up. The core refund will be given either by the manufacturer or by the above process.
Visitor (17:08:44 GMT) : The instructions on the label specifically states to return it to the parts distributor not to a recycler!
Visitor (17:09:13 GMT) : Nor the manufacturer.
Visitor (17:10:43 GMT) : Are you absolutely sure about this?
Browne (17:11:32 GMT) : I have double checked and this the only option for the core refund for the control boards
Visitor (17:11:35 GMT) : Before I post a complaint about this whole conversation!
Visitor (17:13:17 GMT) : Better check with your supervisor.
Browne (17:15:07 GMT) : I have checked with my supervisor and I am sorry to inform you as we do not have the core refund option

I have been using Sears gift cards for a long time and I never had a problem with them until yesterday. I had three brand new $25.00 gift card and then one with a remaining balance of about $18.00. I bought several items at Sears yesterday. First, I used the one with the remaining amount of $18.00. After the card went through the machine, it said I had a 0 balance. So, I used my brand new card, it went through. Then I used the other brand new card to pay for the balance, only $5.15 went through, then it said 0 balance on the card. I used my last brand new card to pay for the balance, again only $5.15 went through, then it said 0 balance on the card. I said to the cashier that something wrong with your machine. She called the supervisor, the supervisor said there has been a problem with the people using the gift cards. The cashier said there was nothing she could do and told me to call the gift card department. I called, they said I had to talk to the people at Sears, they couldn't do anything. I told them I am going to give up on these gift cards ( about $60.00) and I will never order Sears gift cards again!