Sears
Reviews and Complaints

I have a Sears Home warranty for 3 years. This year I made a claim to repair a broken dishwasher less than one year old. The service tech came and ordered a part to fix the broken arm in the dishwasher and we paid our $75 deductible via check. He never called, the part was never ordered. A new tech called and said he would order the part. He dropped it. I made at least 9 calls to Sears to resolve and was given numerous stories. Each one claimed it would be resolved and I would get a call back. We NEVER received a call back from Sears. Finally I called to cancel the warranty and was advised I have to pay a cancellation fee. I am currently disputing the charges through the credit card company as well. SERVICES WERE NEVER RENDERED. The Dishwasher part is still broken and we NEVER received a new one. We pay $39.99/month for this warranty. THIS IS A SCAM!

I ordered 2 trundle beds Oct. 17, 2017 and have been trying to return then sice they were delivered. Its not what I needed but because Sears sold theu a 3rd party i cant get them returned! First off Marketplace wanted me to pay $140 each to return the items. They must be nuts! And they are very rude. I believe since I purchased these from Sears they should take care of the return! Its been nothing but a Hassel and you can bet I will never order from them again!
Teressa Taylor
[protected]@yahoo.com

On November 4, 2017 for the second time since I hav moved to this rural area (87402) the general manager of Sears (with permission from his supervisor) has made the decision of what & what not I can purchase with my Sears card! I was simply trying to purchase gift cards for my assistants when I was told, "do u have cash, something is fishy, go to wall mart & has the audacity to tell me that he is Sears & makes all decisions. My mother & other witness were flabbergasted as he continues to embarrass me as employees & patrons witness this sexual orientation discrimination act. Just because I gave feminine manorisms does not excuse the Sears general Manager & his supervisor from treating me differently than any other hard working law abiding citizen. I am trying to resolve this issue in a civilized manor & have made many phone calls with no response from a Sears representative. Why does sears think that this is not an important issue that affecting my physical & mental health?!

I went to a sears store oct 1 to get a stove. Not one of the 4 men would wait on me. I got a manager to help, got the information needed I ordered online order # [protected]. The original delivery was to be oct 17, than they pushed back to oct 24, than I get a text saying delivery would be oct 24. Than got an email to call, delivery was than pushed to oct 31. I than cancelled & I asked that my 557.22 would be sent in the form of a check instead of a gift card because I said I do not want to shop sears again. I get a refund by gift card. Not one person will help me basically saying that's their policy. A customer service manager named jasmine id #953786 from the phillipines hung up on me, refusing to get me another person. All I want is my money in the form of a check for 557.22. I do not want to be held hostage into having to shop sears. Especially when their customer service is so poor. There is always someone who can do this for me.

Returned a 1/4" drive rachet, was told had to wait while they rebuilt it. An hour later associate told me he'd give me a new 1 off yhe shelf. So now as a union mechanic with 1000s of dollars worth of your tools from way back, wonder what you see as a lifetime tool. I paid $25 for it, he gave me a $9.99 replacement. CRAPSMAN I GUESS should be spread though the industry.

I'm writing because I was not given a sales price that was marked. I was shopping at the Waterbury CT Sears to buy a compressor that was on sale. There was several compressors on sale for over 50% off. The one that I was going to purchase was on sale for $48.00. When i went to the register they said it needed manager approval and then i was told that I could not receive the sale price but only 10% off. The item was the same as the one marked on the shelf, so I don't understand why I couldn't receive the sales price. 10% off would only be $15.63 savings the sale price was $111 off the price. Please contact me via email at dave.fam.[protected]@gmail.com or bye cell phone [protected] or home phone [protected]. thank you

David Famiglietti

I have received nothing but a a runaround from Sears including 18 different areas to call about getting a fridge replacement. My fridge died sometime between October 19 and October 29, I would assume earlier by the smell and decay in the fridge and freezer compartments when I got home. I called Sears on Sunday and the earliest they could get someone here was Wednesday afternoon. The Technican was professional and said the Fridge was "Toast" he said all the fridges are made by LG and the major components we needed were the compressor and the condenser. He ordered parts, and said he would back in two weeks. Told us to expect 3 packages, the compressor being the largest and most weight., then the condenser, being larger too, and them some smaller (3) parts. Got all the small (3) parts Saturday UPS in a small sealed envelope, called Monday to check on the other two parts, got the runaround that the Condensor was shipped with the small parts, no it was not! I only got 3 out of 5 parts ordered where is my condenser and Compressor and when will they arrive. They only showed they owed me a compressor...I said better check again because I did not get a Condensor. Regardless...I have been two weeks without a Refrigerator no phone call ...no replacement...no caring...the customer service sucks! I once had a fridge go bad that I bought from Lowe's and they immediately replaced the fridge, why can't Sears replace my fridge now? They do not care about the customer at all. So Do Not buy anything from Sears or buy into Master Protection Warranty it is a rip off because they do nothing but spin circles around you, , they do not care about the Customer at all.

My Kenmore Elite French Door refrigerator with the freezer on the bottom quit cooling on October 9th. On October 10th I tried calling my Sears hometown store but kept getting a recording that would cut off before you could leave a message. I went into the store on my lunch hour and the young kid took my information down on a scrap piece of paper and told me the repairman was out but when he came back he would give him my information and he would contact me to schedule a repair time. No call came. I called that evening before the store was closing and he said the repairman was still out but don't worry he would call me. No call came. I called the store the next morning and spoke with a different woman who said she couldn't find a record of me anywhere but the soonest anyone could come out would be Friday. When I asked what time she said to call Friday morning and they could give me an approximate time. I call Friday morning and a different gentleman says he has no record of me but hang on while he texts his repairman. While I'm on hold I receive an incoming call and it's the repairman saying he's on his way to my house. This way Friday, October 13th. The repairman pulls out my fridge, takes the metal plate of the back and says I have a bad compressor. He tells me the part is still under warranty but I have to call the 1-800-4my-home number to get the authorization to order the part. I pay him $69.99 and as he's leaving and I'm in a holding pattern with the 800 number he tells me my Kenmore fridge is actually an LG fridge and that he's not authorized for LG so he probably won't get the repair call. After waiting more than 45 minutes on the 800 number I get disconnected! I attempt to call throughout the entire weekend and to "chat" with someone on their website but no one is ever available and no one answers the phone. Finally on Monday morning, Oct 16th, I am able to chat with someone who says they will send a repairman out that afternoon! I can't believe it's so fast. They told me it would probably take 2 weeks to get the part. He tells me it's not to repair the fridge but to diagnose it. I tell him someone from Sears came out Friday already and he says it has to be someone else. Whatever. So a new technician comes from a different company Monday afternoon and she wants to know how the first guy knew I needed a new compressor. I told her I don't know, I'm not a refrigerator repairman. He pulled my fridge out, took the metal plate off the back, and said I needed a new compressor. So she does that and says there's no way you could tell that from back there. She is there for 2 hours, takes the freezer apart, runs a bunch of tests, and says my compressor is fine but I have a leak in the sealed evaporator system. She orders the parts (still under warranty) and says they will be delivered to my house and schedules the repair for October 27th. If the parts come early she says I can call and see if they're available for sooner service. I write her a check for $89.99. The parts are delivered over the weekend and I call on Monday, October 23rd to see if I can get sooner service and they say they can come out that afternoon. Woo hoo! However, 2 hrs later I receive an email asking me to call at my earliest convenience to reschedule the service. When I call they say they're sorry but they overbooked and they can't come out today. I say OK, I'll just keep my Friday appointment and they say no can't do that day either. The soonest they can come is October 31st. I am scheduled to be out of town that day for work so I ask for a different appointment and she says if you can't make it on the 31st just call in the morning and they will reschedule. I told her I know I can't make it then and I want to schedule an appointment that I know I can be at. She schedules me for today, November 2nd but after telling them how I am not happy she says I am on the list to be called if anyone cancels before. So this morning I get an email asking me to again call to reschedule. Again, they have overbooked, and soonest available appointment is November 15th! I will have been over a month without a refrigerator. When I asked to speak with a supervisor I was on hold for more than an hour. Finally spoke to a girl who I could barely understand (I think it was a call center in India) and she said the 15th was the soonest, they were doing their best, and I was free to look for a different repair service! When I asked to speak to someone higher than her I was told there was no one else. So they have us by our snarkleys, and I now have an appointment on the 15th. Not holding my breath. I will tell everyone I can not to purchase an appliance from Sears. Their customer service is the worse.

On October 18, I purchased a side-by-side refrigerator and an electric range. It was delivered on October 21 and the refrigerator was too wide for the space I had (I had just bought a new mobile home and I evidently measured an inch too short). I was going to exchange the stove for a better model since you had to pick up the refrigerator anyway. I put a new order in (#[protected]) explaining everything on October 23rd. I received one e-mail saying they received the order and the next day, I received another e-mail asking for all of the information again so I sent it. I didn't hear anything back for a couple of days so I called the 800 number to find out what was happening. I have tried for a week to get these picked up and nothing. I talked to them again tonight and got no satisfaction. Like I said, I am in a mobile home and am tired of having this refrigerator sitting in the middle of my kitchen. I have had so much trouble and no cooperation from your associates on the phone that I no longer want to exchange the range. I just want to return it, along with the refrigerator, and be done with Sears. You used to be one of my favorite stores but not anymore. I have never used the stove since I didn't want to keep it so cooking is a predicament. My next step will be the Better Business Bureau.
Judy Freese
211 E 11th St Trlr B
Monticello, IA 52310

[protected]

Dear Sir/Madam:

The first time, I requested for SEARS to get my air ducts cleaned for the Duct 10 Vent Cleaning Special, which the technicians came out on October 23, 2017. However, when they arrived, I was told the price was a lot higher than mentioned via phone representative; therefore, I had to reschedule.

I rescheduled the appointment for October 30, 2017 for the Duct 14 Vent Cleaning Special from 9:00 - 12:00 p.m., and received email confirmation (screenshot attached) and via phone confirmation on October 29, 2017. However, the technicians did not show up and when I contacted customer services at [protected]; I was told that my appointment was pushed forward from 1:00 - 6:00 p.m. I called again at 4:30 p.m., and was told that my appointment has been canceled which no one called to even inform me!

This is dishearten, being that I had scheduled a second time to be off from work, and no one even bothered to call and let me know if the appointment was rescheduled or cancelled! My mother and I were up by 8:00 a.m., and waiting all day downstairs via door and no one never called or came.

The appointment has been scheduled AGAIN for November 4, 2017 from 9:00 - 12:00 p.m. This time, I appreciate if SEARS can dispatch technicians that are accountable.

Thank you.

Ordered a set of Washer/Dryers from the local Sears store, Oct 2nd 2017, was told they would not be available until Oct 18th. Understandable with big orders I guess, so I Accepted, set up a delivery date for that day. Lo and Behold i received a call on 17th to tell me that my order would be back ordered. Not much i could do there so i agreed to have it rescheduled for the 31st. Guess what i received on the 30th. Another call? You got it! Now there was an improvement this time, the washer would be delivered but my dryer would not be available until November 15th. Oh and not guaranteed this time because the first time they rescheduled my order, they guaranteed my delivery for the 15th of October. Of course I was irritated by this since i have already sold my older washer and dryer to make room for the new ones! I let the delivery rep specialist know this was not acceptable and their response was to just replace the dryer with another same price model. I Get that this might be a go to measure but when you order a set, and the only thing you hear from the rep is too just order a different dryer or wait, it really might seem like they don't really care about customer service. I spoke with a manager and her response fell in line with the other rep. Either

1) keep waiting(but not guaranteed it would deliver by November 15th)
2) Replace with different model and still wait for a delivery
3) Cancel order.

Awesome choices. Lets see where this ends up, so far I would not recommend this to anyone, better to just buy somewhere else that cares about retaining customers.

Purchased washer and dryer set in June 2017, in the beginning of October it sprung a leak. I called Sears repair and could not get anyone to come out to look at it to determine what the problem was. More than 10 days later a repairman arrived and found the outer drum had a hole in it. Parts were ordered and new date set 7 days later to rebuild the clothes washer. The day before the repairman was to arrive, I received a call that the repairman was sick all week and would not be able to arrive on the date scheduled. He would call to reschedule on Friday, that never happened. So now I have a washer I can not use for 3 weeks with no idea when it will be fixed. The parts ordered were a gasket and replacement drum which only the gasket showed up. I understand things break down but not after 3 months, and repair is slow or non-existent, apparently they only have 1 guy that works to not have anyone else come out to repair the appliance. I am very disappointed with quality and service.

Sears does not follow the law. After dealing with Sears Master Protection Agreement from June to October 2017, they have verbally and in writing agreed that my product, a Samsung TV, fits the Lemon Law, and in writing they said theyd replace it... today the serviceman came to my home (for 7th repair visit) and they say they "lost" their records and they wont honor the "Lemon Law ", going against all the documentation that I have (and I have their written documentation of proof too). I am hiring a Lawyer, literally.

Purchased the product mentioned above last November 2016. On the average of every month and a half, to two months the ice maker stops working (not the worst of the problem) the biggest is our bottom freezer drawer defrosts. I have lost so much food due to this. American Home Shield, our insurer of our appliances finally got a Sears expert to check this out after all the other visits and he found it needs a compressor/condensor. Now, that was det ermined 6 weeks ago. We have yet to get this repair accomplished because all the parts are not available, backordered, sometimes no info on ship dates. Accurate nformation is very difficult to come by and the dates, if there are any keep changing. I need help, please!

Sears has sent a serviceman to our home over 7 times. They have installed major parts (LED full screen, motherboard, speakers, adjustment focusing, reinstalled software over and over...). Sears refuse to replace this Lemon! The service has gone from June 2017 through this month of Oct 2017! We even had two managers at Ventura SEARS call the warranty place and complain for us to no avail (they have no power over their own warranty company). The serviceman, Juan V, cancelled four appointment (would have made 11 total home visits, if he showed up), and he made it look like WE the customer cancelled! Sears Master Protection would not give us a new serviceman despite his incompetence and his cancellations. Then, instead of coming to our home and installing the part, he "saved up" the parts and installed all in one day (TV still didn't work); and NOW Sears Master Protection says they won't just replace TV since he installed them all in one day! What? Plus, what about the OTHER parts he installed and all the other times he came to the house and could not fix the TV. Now it goes off and on and the color is now going out too. He comes again on Oct 24th... the 800 number said he would need to come to house in order to request to STATS dept to replace the TV... she said let's just call this the "4th visit" ... I said "No. It's 7th or 8th now!" The Lemon Law says they must replace TV if their man was unable to fix it after a visit... or if many parts already installed... BOTH are true. Lawsuit? Well, beware other consumers of Sears products since their Warranty company are cheaters and unprofessional. Cheri Garlinger Oxnard, CA

I needed a new "deflector control cable" for my Sears snowblower and it was extremely difficult to order.

In person at the Sears Parts and Repair center they would order for me but they could not have it delivered to their center and I would have to pay for shipping to have it delivered to my home but if I ordered it online it could be sent to their repair center without any shipping charge.

I ordered online myself and after I supplied the part number from my owners manual to them online they sent the wrong part. I returned that part immediately where I picked it up

I called this time to order from a person and was told that only a technician could order the part so they sent me to the service department - they told me they could only schedule service and could not order parts so they sent me back to parts. Parts told me they physically were unable to place the order due to the "technician only" statement so the sent me back to service except they disconnected me. I called back and got parts and then service again and when no one could order it for me I went back online. This time they appear to have ordered the part but I won't know if its correct until it arrives. So I spoke with parts 7 times (including original store visit and two online chats) and service two times and was disconnected once and made two trips to the parts and service center just to order a cable for my snowblower. lets hope they send the correct part this time.

We called about our 2 year old LG refrigerator/freezer not cooling August 1, 2017. The only vendor they have for our area in Savannah could only come August 16th. We bought dry ice every day ($30 a pop). The repair vendor came and said they had to order a part after a 2 hour inspection. The part took 2 weeks to come in and the next visit was 3 weeks after the 1st. We called the Plan to get approval to extend the rental of the refrigerator freezer that is still sitting in the hall between our kitchen and dining room.
The second time they worked again for 2 hours to repair, with no results. I called the next day to let them know the repair didn't work. A week later they came out again and ran analysis for another 2 hours and again had to order another part that took 7 days and a week later the service vendor came to install it. The day after I called them and told them it was still not cooling or freezing. A week later they came out and analyzed it and ordered another part. They just came out 10/13 again and said the previous part must be bad and they have to order it again. The part will not be in until the end of October and the service call is set for Nov 4th! We paid $499.99 for this 5 year POS and this is the worst service I have ever seen plus the most inconvenient. We are coming into the holidays and family and friends are expected with a white refrigerator/freezer sitting in our entry hall.

This place treats its true committed, honest employees like [censor]! They believe a [censor] over a highly success employee and ruin his career. Not only will i go after the [censor], and sears corporation i will also be charging this corporation with wrongful termination, along with this employee with slander, will be contacting the district attorney in colorado as this female perjured herserf and no way in hell would i ever shop here again and will be sure to get the word out on what a dishonest company sears is and the people they employee!

Sears Carpet Cleaning located at 121 North Plains Industrial Rd in Wallingford CT trashed our new carpets! They hired felons who arrived early in hopes of cornering my wife alone and wouldnt leave when asked. Totally ruined our carpets by spreading stains and to add insult to injury asked us to become members of Sears/Kmart. Total white trash go back to where you came from!

I ordered a refrigerator, dryer and washer on Aug. 20 2017 from the sears store in Pembroke Pines Fl. To be delivered to a new residence in Ocala Fl.
The washer and dryer was delivered on Sept. 23rd. The refrigerator was rescheduled for delivery on Sept. 29th, Oct. 03, & 06. On Oct. 6th when it failed to arrive at the scheduled time I called the customer service number and canceled this order for the LG refrigerator. I requested a refund which was to be processed. I was also told that I will need to contact the store where I purchased the product for refund of the tax which I did. I talked to a rep named Schloe ID # 1020155.
As of this date 10/14/2017 I have not received the refund of any sort.
I have contacted the customer service number many times only to be told that the refrigerator was delivered and was waiting on the washer and dryer. I do not understand where they get their information and have corrected this with them as many times.
The sales check #[protected]
Sears 01775 in Pembroke Pines Fl. 33026
Kenny Braojos Sales Agent

Harold Johnson
8258 SW 78th Circle
Ocala Fl. 34476
[protected]
[protected]@gmail.com