Sears
Reviews and Complaints

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.

Today, 8/21/17, after repeated calls to Sears and them arguing with us that our refrigerator isn't still under warranty, we proved that it is! Then, reading the warranty to them over the phone, we finally (after having to talk to supervisors) convinced them that the problem was a refrigeration leak (covered) and it had already been diagnosed. The issue now was that the warranty said it would be repaired "at no cost" to the customer but they claimed they had to charge for a repairman to come to the house. We told them if it proved to be another issue and NOT low on refrigeration fluid, we would pay! They finally agreed! They surprised us saying a guy would be in our area and come this evening. We said that was fine. He came and after examining the refrigerator, said it was exactly what had been diagnosed. Low on fluid. He said though that in order to find the leak he needed to run dye through the unit and we agreed. He also said that they have been having compressor issues with them and we may also be having that problem too. But, he confirmed, we were covered by our warranty...After we paid him the close to $100 for the "priority call" we had asked for (but had never heard of). He told us that if we refused to pay, they would NOT repair it, warranty or not! We had been loyal Sears/Kenmore customers for years. That $100 is going to cost them more than it costs me! It was interesting too that the supervisor laughed at my husband when he said we'd been told it was low on Freon. She said that wasn't used anymore. But that us the final diagnosis of THEIR repairman! Low on Freon.

Unbelievable! This company deserves to close its door! They let treat their loyal employees with disrespect! They employ a young lady in colorado who has lied under oath and ruined a person all because he broke up with her and moved on. This young lady gets to keep her job even after she sends nude photos to a manager in the auto center in Texas, she has lied to the justice system and she will eventually get sued for defamation of this young mans name around the sears store. I would NEVER recommend any one to work for sears!

Not that long ago I ordered the dryer from them and after 3 months of using it broke. I called them and scheduled a repair. That was important to me and I took a day off at work. In the morning they called and said that they have to reschedule. I was very angry because didn't offer anything for me to fix this problem and didn't see what else they could do to help me.

We purchased this refrigerator for our new home in 2012 and the ice dispenser stopped working right about 3 months ago. Then the refrigerator ' s temperature was too warm so, following the book's instructions, we turned the temperature down. But that didn't last long. The ice dispenser stopped working completely! A repairman came and said we have a freon leak and need to purchase a new refrigerator! This is ridiculous! This refrigerator has only been in use since brand-new in our home 4 1/2 years! We have depended on Kenmore for years for quality but I guess things have changed! This is a Kenmore Elite Model number [protected]. This is a very large expensive refrigerator. Don't purchase a Kenmore Elite!

I ordered an item from them. I was said they would deliver it on the next day in the evening. On the next day, they called me and said they were on their way. I wasn't at home because I expected to see them in the evening. And they canceled my delivery and asked me to choose another day next week. This wasn't my mistake and why they couldn't just find a way of delivering my order in the evening?

Three years old with a paid protection plan
Started leaking Saturday, August 11
Called emergency telephone number, was a call center out of country with representatives who didn't speak English well. Told call center who schedules repairs is in Illinois and didn't work on weekends. FYI, I am in Connecticut. Today, Monday, August 14 water heater is still leaking. It's an 80 gallon tank., was told a technician would be out August 24! This heater will need to be replaced. I want a tech now so they can go back to Sears and issue me a refund since they no longer sell 80 gallon water tanks. From all the sites with Sears complaints similar to mine and their untimely desire to satisfy just complaints, I'm afraid I am going to eat the cost of this water heater.

We have a service warranty for our LG refrigerator we purchased at Sears. The refrigerator is two years old and it stopped cooling, I called Sears and the said it would be 15 days before they could have someone service it, This is ridiculous, so I can't cool anything for over two weeks? What is the point of a service warranty? I will spend a fourtune on dry ice - no wonder they are failing.

If I had purchased the agreement directly from LG - it would be fixed.

I purchased a new car battery that got out of order after 2 years.
The display says that it’s got a 3 yrs. warranty period and I was sure I could exchange the battery as it still was under it.
So I brought it to the store for replacement and I was said there was no warranty guaranteed by the store. It’s pretty awkward they ignored the description on the battery. So all that's left to do was just to buy a new battery.

I am sure there was some resolution, but no one cared.

Purchased a Laundry center - stackable washer/dryer in Dec. 2015 along with a MPA which expires 2018. Since May 2017 a tech has visited our home 6 times to fix or install parts. So far the unit still does not work. I have complained, tweeted, messaged corporate etc. to no avail.

I am told we have to reach some magic number of repair visits before we qualify for a replacement. I've been told 3 or 4 depending on which CSR I speak with. We are at 6 but somehow Sears doesn't count all of them.

Meanwhile we are without a washer still. Using a laundramat - NOTE: we live 45 minute from the nearest one.

How do I get to someone who can actually help me other than just scheduling another service call or ordering another part?

I waited two weeks for the appointment date of Aug 7. The repair man arrived and fixed the Kenmore washer with a leak that was leaking into the tub. After him trying to sell me the yearly service he was done changing a part to stop the leaking into the tub of the washer. He charged me over $200 and left. (I even tipped him $20) What a fool I was thinking it was fixed. I left to go to the market and came home to a minor flood around my washing machine. I called and spoke to an employee who told me she would have David our tech come back. I waited for two hours, no call and no David. I then call the customer service again and they tell me too late we have no appointments until next week. I told Joy that was unacceptable she said that was all she had. I told her that I did not need any more damage she did not seemed to be concerned. So I stopped payment on my check (which she thought was the right thing to do). Now I have a leaking washing machine into my wash room and Sears could care less. (This was the great repair job I got.) I will never use them again and I am pissed I gave that guy $20. The best part is that I am going to sue them for the money it costs me to repair there damage.

Hello, my name is Susan Jones. I want to buy a washing machine that is not High Efficiency (HE). On July 14, 2017 I went online to Sears.com and ordered a Whirlpool Model WTW4616FW that was not HE. It was delivered on July 21, 2017 but the wrong model was delivered, Whirlpool Model WTW4616FW1. I called the online customer service and spoke with a representative and explained the situation. She re-ordered the correct Whirlpool model. On Aug 1, 2017 the second Whirlpool washing machine was delivered, and again, it was the wrong model. I called the online customer service again, and this time ordered another non-HE washing machine, Maytag Model MVWC416FW. The Maytag was delivered Aug 4, 2017, and again, it was the wrong model. They delivered a HE model Maytag. The Sears website states that both the Whirlpool and Maytag models are not High Efficiency. I called the online customer service again and told them the wrong model was delivered. I was asked to pick out another washing machine, and I told them I would research and call back. On Aug 5, 2017 (today) I called the online customer service and I have now been on the phone for 3 hours, being transferred back and forth to different departments to get this resolved. I have spoken with 8 different people this morning, and as I'm writing this, I'm on hold yet again, waiting to speak with a 9th person. The customer service I have received from Sears has been horrible. I have explained this issue 9 times now. I just want to order my washing machine and get a refund on the first 2 models, or get refunded the difference in price. I've just spoken to the 9th person, and she is not understanding what I am telling her and I asked to speak with a supervisor. After being on hold for a very long time, she came back on the line and stated a supervisor was not available. I had a hard time understanding what she was saying because her connection was not good. I told her I was having a hard time understanding her, told her goodbye and hung up. I then called the online customer service again and spoke with a 10th person. Finally, someone who was willing to help me and answer my questions. I'm sure you can understand how unbelievably frustrating this whole experience has been. If you were in my place, how would you feel? First, the wrong washing machine delivered 3 times. Second, customer service representatives who were not helpful at all, who kept passing me on from one person to the next, and who wouldn't answer my questions. Third, having to tell this story time and time again. It was so unnecessary. I kept my cool for the most part, and by the 6th person, I let them know that I was incredibly frustrated and apologized up front for my frustration. I lost my cool on the 9th person and raised my voice, but got my coolness back when I spoke with the 10th person. She was patient, she was sympathetic, and she was helpful. I have been a faithful Sears customer for over 40 years now, and have always bought my appliances from Sears. I don't think, though, that I will ever buy from Sears again due to the issues I've had this time around. My issues were not handled well at all, and not what I expect from customer service. I work in the customer service industry and would never treat my customers the way I've been treated this morning. As I'm writing this, I'm hoping that what the 10th person told me will actually happen: I will receive an email within 30 minutes of my phone call with her explaining the details of my order and refund; I will be refunded the full amount for the first washing machine I ordered within 5-7 business days; I will be refunded the amount between the 3rd and 4th washing machine ordered within 5-7- business days; I will be delivered the correct washing machine that I ordered today. If this doesn't happen, I will be extremely upset and disappointed. Depending on what happens will determine if I remain a loyal customer for another 40 years. I appreciate your time in reading this and addressing my issues. Thank you.

To Whom it may concern:
We have purchased over eight (8) large appliances over the past 3 years from Sears. Totaling well over $15, 000.00.
Prior to reviews coming out on the "Kenmore Elite 48443 27" Electric Double Wall Oven w/ True Convection™ - Stainless Steel
ACBBB" we purchased the oven, with a two year warranty. DURING THE WARRANTY PERIOD, the bottom burner became so hot it melted foil which was on the bottom rack, and the foil stuck to the liner of the oven in she shape of the burner coil under oven liner! We called for service, which we received, HOWEVER, when the time came to replace the liner SEARS declined the serviceman to install it! He was forced to leave with our new part under warranty without installing it. Now the entire burner is shot, the oven does not work, and of course we are out of warranty! We are so frustrated with this entire process, and are unable to even speak with anyone without customer service reps. trying to purchase more warranty! We were under warranty and it didn't help! This oven has a 1* rating, obviously has MAJOR issues across the board, and certainly should be recalled. SEARS offers to come "check it out", with an $80.00 fee, which we already paid! They refused to fix the problem a year ago...while it was under WARRANTY!

We purchased a Kenmore side by side refrigerator in January 2017 and the refrigerator was delivered with 4 dents on the refrigerator door. We notified the store and they ordered a new door. As of today, the door still has not arrived while according to customer service on several occasions that the door had shipped and at one point the store owner was told the door had been delivered to us and replaced. Not so!

We have been Sears customers for many years but I can tell you this will be the last purchase we will make at Sears. From now on most of our purchases will be at Best Buy. Their customer service and prices are FAR better than that of Sears.

don't recall a day when I was as mad and frustrated as I am at this moment.
A quick recap:
On May 7th 2016 I purchased my Sears Craftsman Pro Series Lawn Tractor.
On June 14th 2017 my Craftsman Pro Series Lawn Tractor wouldn't start. The warrantee ( good for 2 years) was still valid for another year so i called for a service repairman.
They set me up for a July 5th date. I tried to get an earlier appointment, but to no avail.
ON JULY 5th (the same day the repair man was suppose to be here) Sears repair service called me and said the guy went home sick. AND I COULDN'T GET ANOTHER APPOINTMENT UNTIL JULY31st ! (not a day or week later... almost a month later !)
WELL, GUESS WHAT ... IT's JULY 31st and they just called me and said my guy had a family emergency ...and the next date for a service call would be AUGUST 24 !
I tried to get the Local Fayetteville Store to help ...as they are the one's selling a product that is suppose to be under warrantee! NO HELP WHATS SO EVER !
What to do ?

I purchased this unit and the matching Elite Oasis Dryer several years ago.
The Dryer still runs flawlessly but, the Washing Machine is the worst appliance I have ever purchased.
The f1 and lD codes began after first year of ownership.
I contacted Sears approx. 12 months ago and control board was replaced at no charge due to software issue.I paid an additional amount for serviceman-recommended parts. Unit performed fine until two months ago and consistently stops in mid cycle with LD code.The drain pump works fine once I unplug unit & wait..just as the symptom before, unit will not drain .
I am a Realtor & asked about appliances I use and recommend.I have owned numerous Kenmore appliances and now would feel uncomfortable recommending this line as, I believe after researching tech sites that this is a common failure in this model and Sears has failed to take ownership by correcting a deficiency in the design.
I have a customer service background and believe in the statement:
"If you don't take care of your customers, someone else will."
I have minimal expectations of a response from Sears. As I contemplate future appliance purchase/recommendations, I await a reply.

On July 8 2017 I purchased an on line order for a Stack laundry center. Then on July 22 2017 I tried to pay off the whole price.I had the money and we had plenty of dirty laundry. Some how I purchased a second unit, the same thing at a higher price. I called sears.com and got the India help that you have on hand, very confusing with their accent and too much background sounds ...
They canceled my first order the Layaway order and said I would get a refund only to find out thru an email tha they would not do a refund...One problem the phone number was incorrect as I looked into the log in.I put my correct number in but it came up wrong therefore they could not work with me...

Who would pay more for the same thing.. I really need for you (Sears) to understand the citation and respond with a credit with me . Here are the contract numbers:

Bob Warlick
720 Michael
Whispering Pines N C
28327
[protected]
July 8 2017 contact number [protected]. Order [protected]
July 22 2017. [protected] order. [protected]

Refrigerator purchased in sept 3, 2015, for $2, 582.47, compressor to be replaced, service to sears called on june 30, 2017 to date no resolution yet still waiting for another compressor and board?Been initiating phone calls to sears and the third party sears assigned, clear vent. I wanted refrigerator to be replaced but per sears master agreement, ref needs to be service 4 times more with same problem, this ref is not even 2 years old which tells me the product is not worth it. sears gave me rewards$160.00 and $50.00, I can return that if needs be in exchange to replace a new refrigerator of course of same value.very disappointed with the brand and service both from sears and clear vent. Almost a month with that refrigerator problem seems like no one can escalate the situation. also wrote to sears corporate office in Illinois and Ohio.

My husband purchased and outdoor grill with a 3 year warranty. The grill did not last two years. The bottom of the grill is entirely rusted and fell on the propane tank. I have never had a grill fall apart so quickly. This grill also was on a covered patio. My husband called to have a technician come and look at it. Three technicians came by and all said that sears would not replace anything. Sears would not replace anything even with a three year warranty. Why would they sell a warranty if it does not apply to grills. My husband buys everything from sears. His whole tool room is craftsman. He said he will no longer buy from sears after this incident. We believe that this a defective grill and the warranty should be honored. Do not sell a warranty if it does not apply. All my husband wanted was parts replaced, new grill, or refund the warranty if nothing can be done. I have tried to attach pictures but it will not work.
thank you

Purchased Kenmore Elite refrigerator on December 2016. Purchased master protection plan. June 15, 2017 refrigerator stopped working at 11:00 p.m. My wife set up an appointment online for MondayJune 19 in morning. 4 My Home cancelled that appointment without notifying us because they needed to speak to us to make sure it wasn't the outlet that went bad. Didn't get appointment until June 21. Tech shows up says it is the motherboard, orders a new one. Very rude to my wife, daughter, and our dogs. Motherboard arrives, new tech shows up June 26. Compressor is bad fries motherboard. Orders another motherboard. New motherboard shows up, Can't get appointment until July 11. Tech replaces compressor and motherboard. Short circuit in refrigerator somewhere fries motherboard again. Orders 2 more motherboards. July 18 2 techs show up plus a tech on the phone doing a video chat. I reminded them when setting up the appointment this time that they have reached the Lemon Law limit on visits for same repair. The Tech on phone, after 3 hours, told them to pull the replaced parts and he was filing the paperwork to get us a new refrigerator