Sears
Reviews and Complaints

more than 3 week ago I purchase a 30 " 4 burners downdraft cook top from kitchen aid. Few day later I got the delivery for A 36" 6 burners downdraft cook top with no brand.
I have been spending hour on the phone with sears outlet to have them pick up the wrong item and to return my money. I paid 800 for the cook top plus 250 for the delivery. I already purchased another cook top and I need my money back. Besides I have a big box seating in my door entrance.
Every time I call customer service which is directed to the Philippines, the associate are trained to answer like robots, and I get the same answer... I am sorry madam, we will send an email to the department and you should wait 4-5 days for the response, they will analyze your case.
Analyze my case? There is nothing to analyze, just pickup your wrong item and return my full money including the delivery charge. I have been waiting for more than 2 weeks for the analysis. This is terrible, unacceptable, and disrespectful with customer. I wonder why many big corporation are closing their doors. What should I do with a cooktop that does not fit in my kitchen and how will I get my refund? I started a case with PayPal, who seems not to be able to help me, and is giving me the song and dance. PayPal should protect their customers, there is why I only buy online of I have a option to pay with PayPal, because thy are supposed to protect me against a fraud. I consider this situation with sear a fraud.
my purchase number is;

Sun Aug 27 14:02:22 CDT 2017 Total: $1038.30
Order Id: [protected]
KitchenAid KGCD807XBL 30" 4-Burner Downdraft Cooktop
Sears Item # 24579 | Mfr Model # KGCD807XBL

We bought a side by side Kenmore in 2010 and after the 3 year warranty ran out, the panel below the ice maker started to bubble. I called to pay to get the door replaced and they no longer sell parts for that refrigerator. So yesterday I received a product warranty to purchase for the product and bout it for 1 year. The tech came today and took pictures and now since theres a little rust around the bubble because its been 7 years, he had sent the pictures in and had a very long conversation with the other tech in the office and they decided that it would not be covered due to the rust. But my complaint is that the bubbles started first and about 3 more years it started to rust a little. Its a defect caused by the fridge and should be covered.

Sept 9, 2017 scheduled time 10a-2p Warranty Plan Number [protected] received text the tech was on their way at 11:58am and never showed. I had my door wide open to make sure I wont miss them and they wont me neither. Hours went by no tech and I called the cust. rep said the were running behind and they are on their way even though the text said they were on their way at 11:58am. Anyways I kept calling cust service rep (about 10 times) and they kept giving me the run around. I called again around 6pm asking for a supervisor (Gared)and I explained to him how very inconvenience for me that the tech has not showed up. Supervisor said he came to my house about 4pm. The tech had lied about coming to my house. Again I had my door wide open since this morning and no one had came to my door at all. I am very upset the tech lied and how he had inconvenienced my because I had my family laundry to do. I dont appreciate anyone lying on me saying they did something and didnt do it. I am requesting the tech is disciplined for his actions and not to come to my address for no repairs in the future. I deserved to have my washer serviced for free after having my waiting and the tech never showed could have made a call about an hour explaining why he could not have made it to me instead of having sit at home up till 6pm. I had other things to do if the tech have done just that. Very unprofessional very unprofessional. The supervisor only offered me a 25% discount and that is not good enough for what the tech has put me through with lying on my and never showed at my door. I am so disappointed because now I have to wait until Monday from 1p-5p and I should not be subjected to wait bc of the negative action of the tech that lied on saying no one was home at my address.

I am desperately trying to have my garage door problem resolved and nonone will respond or return my calls. My garage door has been inoperable since Fri. 9/1/17 when an estimator accidently did not reconnect the release wire and I am unable to open the door or use my car which is inside
Noone seems to care to respond re the necessary repair so I have access to my car and hurricane supplies. Will someone PLEASE have some compassion and at least call me. [protected]. However noone has and I am desperate especially as Hurricane Irma is almost here and noone responds
I live in West Palm Beach Florida

On 09/07/2017 I was appointment for repair my refrigerator from 1:00 pm to 5;00 pm no one show up and no one was call me . I was call sears several times to check the status but no one was able to help me I lost time at my work ( money) they tell me I can have next appointment for 09/20/2017 Clearly I feel like piece of garbage who cant do nothing but I decide to inform also BBB department on them I search internet and I see I'm not alone treaded this way by Sears company ( repair ) department .Practices what they do supposed be pull out some consequences .

Ordered a new Kenmore refrigerator and it doesn't work - the delivery men wouldn't take our old refrigerator because the water hose was still connected- two days later they pick up the old refrigerator and the new one doesn't work- unbelievable- customer service no help 1st female representative hung up on me 2nd male rep stated there were no supervisors or managers on duty - 3rd female had me on hold for over 25 min - 4th rep 50 minutes later stated to my Mom who the gift was for that the delivery guys were to pick up both units - How? I reported the new fixture after the delivery guys left

Purchased Kenmore refrigerator on 08/01/16. Within a short time, maybe 4-5 months, the ice maker was dripping water into ice bucket. We just continued to keep breaking up ice. We had been busy getting our house ready to sell and in May 2017 listed our house.. That explains why we didn't contact you prior. Never thought anymore about the issue until I got a letter 2 days after my warranty expired that my warranty was about to expire. Too much going on prior to this letter as we had an excepted offer on the house. We sold house on 08/08/17.
Next problem developed after we moved when I noticed icicles forming on inside of freezer door. Not sure what is causing this unless the seal is leaking.
I know the refrigerator is out of warranty. I am venting about the product. For years I have bought from Sears and thought they carried great merchandise. We had bought freezers (chest and upright) in the past with no problems.
We purchased washer and dryer set 01/23/17 with no problems.
It really irritates me that I didn't contact you with the ice maker problem when it occurred. Is this a problem with this model? 46 70502 KM18CFTM SAL 635 28T
I have decided that I will not purchase another appliance from Sears. This refrigerator is just 1 year old. It should have lasted longer than this time frame.
Again I am just venting and am quite irritated.
Linda Best

I purchased a Kenmore refrigerator July 19, 2016. I filed a service concern back in July of this year. The refrigerator had a very loud knocking sound that would last for 30 minutes to a hour at all times of the day and night. The repair technician that came out in July replaced the ice maker. He no longer left when the refrigerator started knocking again. The repair technician on the 2nd trip adjusted a few things and said it was working. However, again it starting the same thing again shortly after he left. The repair technician on the 3rd trip adjusted some things and said it was fine. Shortly after this repair it started making noises like a train at different times of the day and night and the ice maker no longer works. I called back in today and was more that dissatisfied with the representatives I spoke to. I was transferred 4 times and finally spoke with someone in your consumer complaint department. She was of no help stating that the only thing she could do was schedule a 4th repair time for me. In the background of this call, I heard folks laughing and having a great time. This is not really something someone wants to hear coming from your complaint department. I felt like folks were laughing about consumers they had on the phone.

I am in the business of supporting and assisting those that have suffered a catastrophic loss, such as those from Hurricane Harvey. I would not treat my customers the way I have been treated on the phone today by your repair and complaint departments.

I would like to know what my recourse options are if your repair technician cannot fix the refrigerator during the 4th attempt on Sept 8th.

I ordered a freezer door for my freezer and chatted online with an agent who assured me that the door included the stuffing and the inside panel in its entirety. To make a long story short the door came without the guts so to speak. I tried returning it to the sears in Cross County in yonkers and was told that the returns dept was no longer there and was advised to return it at the Galleria in White Plains. The following day Thursday, 8/31/17 i went to the Sears in White plains and had to drag the box to the basement to be advised that the returns dept was closed that day. The manager in the returns dept refused to talk to me and just had the guy go back & forth between us. To say that I was furious is being nice. That box is not light weight and I had to drag it for two days in a row without any assistance from the Sears in White Plains; Who was of absolute no assistance, where someone should have been able to take it for good customer service

I will never buy a sears appliance product ever again! They are horrible my brand new refrigerator went out the second week of July it took them two more weeks to send a technician out to tell me that it is broke! So they ordered the part told me it would take two weeks to be in called me one week later and said it was on back order! They said August 14 it would be here it was not here so I called them back they could not find the part that they have shipped because it was no longer on back order but they did not have a tracking number told me to call back in a few days! Called back they told me it would be here August 26 it's still did not show up so they told me on the phone it would definitely be here August 28! It finally showed up August 28 at 8 o'clock at night called and told them I had the part they told me they can't send a technician to my house till September 15 now! Wow � so now I've been without a refrigerator since the second week of July and still won't have one until after September 15 who really lives like that I've been storing my insulin at my neighbors house that's real nice � what good is a warranty if it takes that long to get service?! And then they want me to pay $400 to have it installed but the part is covered after waiting this long I don't think I should have to pay it should be free now!

I ordered several dresses from their store and only one out of five had arrived. It's now been 3 months since I ordered them and I don't know what to do. It doesn't matter that I told them about writing to BBB, they tried to be polite, but the problem hasn't been resolved. They are not interested whether I got my stuff or not.
I will not recommend this company to anyone.

So funny that now sears in Colorado Springs is down 35% on their sales in just 2 weeks after they let go their top employee who took pride in making their store one of the top 25 in the company. Serves them right! All due do the lies of a lowly employee who knows how to lie! Remember what goes around comes around, justice will be served! Why they would let their store fail all to please a poor employee is beyond comprehension. Serves them right if the store closes within one year!

9 wks ago I called because my less than 2 yrd old washer stopped spinning out, again. This first happened 2 months after purchasing. They replaced the door lock and the mother board. Its been 9 wks and 3 repair visits and still my washer isnt working. Yesterday, the repairman came and the parts that were ordered 3 wks ago were damaged. He gave me an appt 3 wks from now. That will be 12 wks waiting for repairs. They have already ordered almost $2, 000.00 worth of parts for an $850.00 washing machine. They refuse to give me a new machine. Please help.

I cannot understand a company such as sears who employ's a female who is a conniving, lying [censor]! They also keep her after she has phone SEX with another employee who lives in San Antonio, tax. Proceeds to lie under oath in the justice system in order to ruin another employee who is the only that has made the sears store in Colorado Springs profitable. This will get out to the news media and rest assured she will have her day in court! I would advise everyone to avoid the auto department at sears in Colorado Springs and definitely avoids the sheep in wools clothing, the only female in that department!

Went to the Sear's carpet cleaning site to schedule cleaning of my two bedrooms on the second floor before my new tenants moved in, as it was only two rooms that are carpeted I went with the "build your own package" each room was quoted as $42 total of $84 then tax and $8 service fee. Order was accepted at $97.55 but when I called they said the rooms were $49.50 a room because there was a minimum order required but this was NOT said when I placed my order and it was accepted. It is a consumer rip-off - paying for something you are not using. If there is a minimum order required then order should have been rejected at the low amount of $84.00 and not processed as it was. Paying another $15.00 for the same service. Cancelled order don't like companies who take advantage of hard working consumers.

I was looking for a new dryer and chose their website to check what they offer. My internet connection is fine, so it was your fault. Your website could not stop loading. New and new pictures. Many errors, hard to look at interesting pictures, it always got back to the previous one. Hey, guys, fix your crap! Why does your website work like the cheapest one?

I am extremely dissatisfied with the Sears Home Plan. I signed up for this after a repair on my GE fridge in August of 2016. The repair person from Sears recommended I take this warranty because it will save me 50% on that particular job which normally would be $500, and for all future calls I would be charged only $60.00
I have now paid for a whole 12 months at $54 per month.
2 months ago I called Sears because of a dishwasher problem. After dealing with a "menu", I was given a date 2 weeks away. I found that unacceptable and finally was able to talk to a live person, who informed me that the warranty did not cover my problem with the dishwasher.
Then last week I called for a new problem with the ice maker in the fridge. Again I was given a date that was over 2 weeks away. This was on a Friday. I was able to contact a live person, who told me he could not help me because it was a weekend, and to get an earlier date I would have to call on Monday. When I called I could again only go through a menu that basically said someone would call me within 48 hours!
A person who spoke extremely bad and broken English that I could barely understand, left a voicemail that said they had no one to send for repair, and I should get my own repair person and send the bill to Sears.! I find this unbelievable! Even if I did this I would never be reimbursed by Sears.
The biggest mistake I made in all this was to believe the initial repair guy, and not read all the negative reviews that I have found on this website.
This company is taking all of us to the cleaners by their promises of timely repairs. You pay monthly, and IF YOU TRY to cancel your contract for non performance- which I did-, I was told they would charge me $300! So I am stuck.
I feel I have paid for nothing in return, and I should be credited ALL my payments to date. Sears is failing company, and everyone knows it.
If anyone is thinking CLASS ACTION, count me in

T. Malik

On July 11, 2017 I decided to purchase a Zero Turn Lawn mower from Sears. Local store had to order the one that I wanted that was on sale and it would be a week to deliver to store or two weeks to deliver to my house. I opted to pick it up at the store rather than wait. I picked up the lawn mower and checked it over and immediately began mowing my yard. Within 20 minutes smoke began coming from the deck. I shut the mower down and looked at the belt and the belt guide had been misinstalled at the factory and had destroyed the belt(I have pictures) I called Sears Service and they said its covered we will fix it but it will be 9 DAYS before we can get to you. I said ok how long to get me another lawn mower...7 days. great. Ill wait for the service tech I suppose. Two days before the service tech was scheduled to arrive I called to Tech Dept to ENSURE they understood the belt was ruined and would require a new belt. Yes Sir we see that in the notes and the driver will have a belt...The tech arrived on Thursday morning and said I doubt I have this belt on my truck...The tech desk should have ORDERED the belt and sent it to YOU so it would be here waiting for me! I will have to order the belt and come back. Ok how long on that. 5 DAYS! So now we are up to 14 days to repair a lawn mower with 20 minutes on it. I loaded the lawn mower up and returned it to sears. The Manager at the sears store was great and did a awesome job on cutting me a deal on a larger floor model for less than I paid for the one I had. I was pleased with that.
Meanwhile...I had points to use so I had ordered the oil and filter for the original lawn mower since oil change is due at 8 hours...Sears Parts Direct had the parts and they were a bit higher than other places but I was paying with points so oh well. The chat person placed my order then said that will be a $12.99 delivery fee...what? that's more than the filter! Wasn't happy but paid it. After I returned the lawn mower I contacted Sears Parts Direct to cancel the part order as they will not fit the new mower. Not a big deal they sent me a pre printed label and I returned the package. Two weeks later I have to contact Sears Parts Direct AGAIN to have the points added BACK to my account...why? Then I had to request that my delivery fees be returned as well! WHY? why does your customer have to do this? So I decide again to use my points to order the new filters for my new unit. Sears price $15.73 for oil filter and $19.73 for air filter. Shipping $10.99. I mention to the chat person that Tractor Supply has the SAME oil filter for $5.99...why would I pay three times as much PLUS shipping to get it from Sears Parts Direct? His comment was that the filter is coming directly from the OEM manufacturer...THat doesn't make it worth more plus shipping. So I cancled my order completely. I will be paying off this mower shortly and I will NEVER deal with SEARS in ANY aspect again! This includes cutting up my Sears Card which has been a total fiasco due to the purchase return and repurchase at sears with extra mysterious $300 dollar fee that NO one could explain and took three weeks to have removed. DOES SEARS EVEN KNOW WHAT CUSTOMER SERVICE IS ANY MORE? Not ONCE has Sears contacted me after repeated written complaints and phone calls even though the information was taken with a promise to have someone get back to me

On July 24, what I thought was a repairman came to fix my Kitchenaid stove because the oven had uneven heat distribution. The person who arrived was a diagnostician, not a repairman. He said the motherboard needed to be replaced, so he ordered one, charged me $488 for it, and set up an appointment for August 3 for a repairman to come install it. When he arrived, he asked us if we knew where the part went since he didn't know anything about Kitchenaid stoves. He couldn't fix it, so another appointment was made for August 8 for another repairman to come install the part. On that day, the new repairman said that there was nothing wrong with my oven and the part wasn't needed. He wrote a refund ticket and said it would be credited to my card within 10 business days. With no refund received in that time frame, we called to inquire as to when it would arrive. After being transferred numerous times and an hour plus into the call (obviously in a foreign country), we were told they had no record of our refund. We finally reached someone who said they did have a record of it but it would be another 10 business days before it came. A few minutes later, I got an email saying it would another 21-28 business days before they could issue a refund. Funny, their charge to me for the unused part showed up immediately.
I am beyond frustrated. I will never use this service again.

Used to always buy online. Unless I experienced a need in returning stuff. I was said I can come to any store and return, but it was a lie. They don't stand behind their products and sellers. The CS is always useless and they never hep. Don't even try to call them and explain. You know, no wonder why your stores are shutting down, it's all because of your careless attitude. People just don't want to go to your stores and give you their money. There are so many options to choose and you won't be on the list.