Sears
Reviews and Complaints

I have a Master Protection Agreement, as my Compressor went out. As I have made "MANY" calls to the Sears Home Services and have had nothing but a "BIG PROBLEM" with them over my Refrigerator ( even told by one customer rep. that they were refusing to repair my refrigerator). Now I have tried to contract Sears Corporate via many phone numbers with NO LUCK none of the numbers that I found are NO longer Sears Corporate numbers. As I need to talk and tell what/how rude I was treated. I have an agreement that is good till 11/02/2024 have never had to use it till now and it how has been 4 weeks that my refrigerator has been broken (06/28/2023). Unknown why I have called over 12 numbers trying to contact the Corporate office.

Had a repairman out. He ordered parts. Parts were delayed arriving, so the repair appointment was rescheduled. Eventually parts arrived and the repairman came out. The washer had a noise problem and a slight drip into the tube when not running, but worked fine.

After the repair, the hot and cold water were reversed internally, so that we can't choose a water temperature. Our delicate wash on cold was scalding hot.

I called to get this fixed and now have an appointment 3 weeks and 2 days into the future for someone to come correct this repair error. Meanwhile, I don't have a usable washer, because I can't choose the temperature.

Can this be called reasonable service? Working washer to non-working washer and over three weeks to correct this error.

Waterloo, NY

My electrolux washer broke May 31, 2023. We could smell something electrical burning coming from the laundry room. We had our laundry room door closed & as soon as it was opened smoke came out! My son thought it was steam at first, but then you could smell it. The smoke filled almost half of my home.

Called Sears Master Protection Agreement & they set up repairman for the next day, June 1, 2023. He came out & said it was the bearings, inner & outer drum & possibly electrical parts. He decided to call in for a replacement.

Never received an e-mail that Sears had received his order for replacement. It took me 3 weeks to get a live person to close this claim & send out another repairman. He said the same thing That was on June 29, 2023

I have been told the claim has been "escalated", it has not. I have been told that Sears "knows" the washer cannot be repaired and a replacement has been asked for.

Sears has sent me nothing in that regard. I have had a Master Protection Plan with Sears since 1996. This is almost 2 months. I know others have waited longer. I cannot do stairs, so washing at my relatives homes is out- they have basements.

All of the "direct" numbers I was given in June go nowhere. And I mean absolutely nowhere. I have talked to Sporting Goods/Golf sales, casinoes, restaurants & one was an "entertainment" business. So much for direct numbers. Any help would be appreciated.

I filed a request for our washer to be repaired on 5/13/23. Someone came out to see what was wrong and ordered the parts fairly quickly. The control panel for our kenmore washer was canceled due to not being available. Sears researched the part around 6/13/23 and supposedly found it with superior parts and was supposed to arrive by 6/21 and then by 6/30. The part has still not showed up and each time I call all I am told is that they are researching where the part is. On 7/3 that request was supposedly expedited. 8 days later the part is considered pending and they are expediting again to see where the part is. I have now been without a washer for 2 months and there are 9 people in my home that need to wash clothes. The amount of money it takes to go to the laundromat could have bought me a washer already. I just want a resolution.

I have had Sears Master Protections agreements for going on 15 years. However, at this point the company would be better off and consumers better served if this company closed its doors. My fridge has been down for over a month. After three failed repair attempts, they along with the MFG deem it not repairable. Now starts a whole new process of going in circles trying to get it replaced. One delay after another, wait and more waiting and nothing happens. I have heard how my case is be escalated so many times it's beyond belief. Yet, nothing happens and here I am still with no working Fridge in my kitchen. I have had the worse of worst dealing with Sears over this one. They are impossible to deal with.

I had a service man come to clean my dishwasher for $99

He was here total 15 minutes, took apart the spinner on top shelf. Removed some debris told me the only thing he could do is tell me to clean my dishwasher with lemon juice and vinegar,

Changed my ticket to $119 labor

And cleaning $50

For a total billl of $169.00 and he signed my name to the reciept,

I initiated service for dishwasher on March 9th, 2023. I have been given two reference numbers for replacement due to a part not being available On June 23rd, I was told for the second time my ticket was closed by tech, and an open ticket is necessary ...so they rescheduled tech for July 5th ..I am now starting over for the third time because Sears ha closed my prior 2 service orders...although all of the records related to the two replacment reference ID's, [protected] & [protected] are in sears records, the circuit board needed is not available.

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The service for July is solely to get another (3rd) service ticket opened. Sears has all info they need in records..Sears is deliberately prolonging and extemding the replacement process. I have had Master Protection over 10 years and Home Warranty two years.

WHY AM I, THE CONSUMER BEING PENALIZED FOR INTERNAL FAILURES OF SEARS? 90 DAYS IN AND STARTING OVER

Phillip called me at 8:45am to confirm the scheduled appt with me. He asked me how he would receive payment and I told him that it would be by card. Now I had to leave for work at 9 but the payment was already situated with my fiancé who was still in the house. Philip arrived at 9:30am and I had received a call from him saying he was downstairs. Now the way our building is designed there are two main doors that lead to the apartments. I left it unlocked for him to have easier access to the apartment upon arrival. He tells me that the doors are locked. I expressed to him that he didn't have to turn the doorknob and to simply push the door open. He asked me if my house was on the corner of 93rd avenue and I said no. He says "well I don't know what to tell you lady but, the door is locked. I texted my fiancé at 9:32am telling him that the technician was downstairs and how he couldn't find the building. So, he goes downstairs and tells me that Philip was indeed at the wrong building. Philip calls me back at 9:37am saying that he was at the wrong building but if I'm not here how will he get paid. After that I told Philip we will reschedule because his unprofessionalism was just overwhelming at that point. My fiancé thanked him for his time and restated that we would be rescheduling. Now from my understanding the payment comes after the refrigerator has been looked at and the issue has been explained or resolved. My fiancé told me that Philip placed his hand in the refrigerator, the freezer and then asked, "how will I be getting paid?" Which was when Philip called me and asked the same question at 9:37am. It is extremely rude and unprofessional for this technician to continuously question whether he will be paid because we are black. He was wrong in how he handled being at the wrong address and had no remorse about it, by tying what I assume was taking accountability with his question of payment. I had left my card at home for this purpose as well, but I don't understand why I should even have to explain something like that when the refrigerator wasn't even diagnosed. It is undeniably insulting to be treated this way by sears and those you send to other people's homes seeking help. I can't fill my refrigerator with food become of some unknown problem and when I seek assistance from "professionals" I am treated with undeserved classism. We have a 2-year-old son who is currently with his grandparents so we can fix this problem. Payment was guaranteed no matter what we need that appliance, and we need to go food shopping. My food doesn't last in that fridge for more than a day, two at most. Now we have been delayed even further on a necessity for our family. Its so frustrating to be treated unfairly over something that we have no control over or him making unfair judgements. One can't help but question that if we were of other races would we have been treated so? Philip did not assist us in anyway shape or form he was rude from the start, and I believe he needs more training as well as development in customer service.

Problem: Order # C800380 never delivered and refund NOT amount charged my Discover Card.

Order # C800380

Order Date Jan. 29, 2023

Part # [protected]

Description: Burners for:

Kenmore furnace Mod 807.779020

SN H408 38495

Mfg # SULK 080 AG01

Quantity: Three

Charge: $201.34

Pmt: Discover Card

Pmt Date: Jan.29, 2023

Problem: Parts never delivered! Charge for order paid, $201.34 Jan. 29,2023 but refund ordered June 2, 2023 was only $184.23. That amounts to a shortage of $17.11.

Subject: Case # 7648631

Dear Sir/Madam,

I am holder for Sears master protection service agreement for last 7 years but when I needed it the most, I have been made to run around for last 1.5 months. Enclosed below chronology of events

1. Around April 15 my HVAC broke down and I contacted them

2. The technician came on April 21 and after doing checks submitted paperwork for replacement

3. After that I followed up every alternate day and I was told it will take 3 more days and I should call back and every time the same story

4. I called them on May 25 and they told me that request has been denied because paper work was not submitted for replacement and they said they will send a senior technician again( It is same technician who came on April 21)

5. The technician came on May 27 and was bit surprised why replacement was not approved, and he called his manager( Mr. Lee), who in turn confirmed me that paperwork was submitted on April 21 but he was kind enough to resubmit it again

6. I again called on May 30 and was told to call after 3 days.

7. I again called on June 01 and was told replacement is not approved, meanwhile the temperature is 90 F

8. I again called on June 04 and was told replacement is not approved, meanwhile the temperature is 100 F

9.I again called on June 15 and was told replacement is not approved, meanwhile the temperature is 100 F

It will be helpful if you could investigate my concern and help us

6/6/23 Sears responded to my request to fix my Weber gas grill. I was quoted $139 to come to house. If no repair is done I pay the 139. If repair is done, the 139 goes towards repair. Technician came. Grill wasn't repaired. He said he thinks it may be the regulator but he doesn't carry weber parts and I should order it myself and he left. Grill not working. no repair done. That afternoon my card was hit for $178.15. I tried calling. Couldn't get through. No response. I contacted my charge card and put in dispute for the $39.15 which they are currently looking into. Then, I received an invoice in an email showing I agreed to 178.15 with a signature. Not only wasn't I told of that fee, but I was never asked to sign anything. The technician forged my signature. Now I feel I deserve the full refund. I have the printout to show my signature was forged and I will take it as far as I have to now. that is illegal. I'd appreciate a response as soon as possible to see how you will resolve this. Thank you for your time. Debbi Maxwell [protected]@msn.com service order [protected]

I have been waiting since 7.00am this morning for my appointment, it is now 8.00pm no one showed up and when I call two (2) people hang up on me and also someone changed my appointment without my knowledge a few minutes ago. this is not the first time this has happened for the first appointment on may 30th the same thing happened . I waited from 7.00am until 9.00pm the appointment was changed to June 2nd and I happened to get it for June when the automated. machine changed it on june 1st I waited from 7.00am until 8.50pm when I got a call. I am outside your house can I see what is the matter.

The tech came in and saw the washer and ordered parts and they made the appointment by themselves. and at this time no one showed. I am paying my money for several years and when the customer service agents treats me like I am a nobody. what type of business are you running I need a call from your coperate office my number is [protected] it is also connected to my account

After receiving a replacement refrigerator and it’s not fitting, because it was the only option for us to choose from we had to opt to receive the cash payout instead. We have tried to reach customer service several times via phone and the phone number has not worked. The check, which should have been received by now, has not been received. And because of the lack of responsiveness and service we no longer want to deal with this warranty company!

I have been a customer of Sears for years! Every year I renew my agreement with the comfort of knowing that if something happens, it can be repaired. That has not been the case, I am living in an expensive NIGHTMARE!

My washer has been down since April 26th 2023. I immediately called in for a repair. The technician comes out and has to, of course, order a part. I was told 3-5 business days, it was more like 3-5 weeks. The part comes and I call in for a technician. The technician comes out and tells me its fixed. I use it and its not fixed. I called Tecklogixx, Inc. back and they have the technician call me. He asked me what is it doing, I told him what it isn't doing and he ordered me some parts without even looking at the issue. Today comes for the technician to arrive and he doesn't. He calls me when he is 10 min away for me to return for him not to be here. I call and he tells me he will be here by 3:30. He does not show and the calls go to voicemail.

Poor design! 1st tech said always problem but replaced part. 2nd repairman also replaced part (was not from same model refrig) 3rd call; waiting for parts over 2 weeks so have to use ice, etc. call today another week?

Sears used to be a good reliable company. my family had members working there from south american Sears, to repair dept in Pensacola and store management, etc. I also worked selling carpet etc part time while in Navy. I cannot recommend buying any appliance from the company as this is the 2nd problem in the past 5 years. Uncle started as stock boy with the founders in the first store at 14 year old as rose thru the ranks. Sorry to see how the company has changed since being purchased by the take-over-king some years ago.

The last major appliance etc. we will ever buy from the company.

W. Murdoch

I cannot convey enough how much of a miserable experience my recent transaction with Sears Parts Direct order (#W709408) has been for me, and one of the worst I've had to endure in my lifetime. I recently ordered an "in-stock" product on May 8th, with a promised delivery date of May 15th - which I also paid for. As of today, June 2, 2023, I've received absolutely nothing - no updates, notifications, or product - and my many attempts to reach anyone at Sears who can provide me details on my order has been utterly fruitless.

Because the Customer Service contact number is apparently configured to prevent one-on-one contact with a live person, I've been reduced to calling the Sales Department (which, for obvious reasons, you can always reach without issue) to transfer me to someone in Customer Service with whom I can actually speak with - which was the case last week and yesterday. Last week I was told essentially the same thing as June 1st - an inquiry would be made, and I would be notified following the completion. I received no email last week from Sears on the status, and no more hopeful following my conversation yesterday with "Ally," supposedly a Customer Service representative.

This experience doesn't bode well for me ever having any future relationship with this company.

We had this dishwasher installed upon purchase about a year ago and it has never worked. Sears service come out and ordered 3 different parts. Two parts arrived but the service tech never put them on the machine. Since the third part never arrived, on May 12 I was approved for a replacement machine. IW Approved Case 7629250. When attempting to replace the machine using the onliine service — not ever able to connect to a person — I was sent to a web site where the case # was not valid. I am unable to connect with anyone to help me. I am unable to exchange the machine. However, the parts people have contacted me multiple times wanting their parts back! I am requesting the $379.99 returned to me for the defective machine. The runaround has been ridiculous.

My refrigerator quit working 4/22/23. It is covered under the Master ProtectionAgreement offered by Sears. I have made numerous calls to the warranty service line. Each time I'm told a different story - have to wait 7-8 days to find a repairmen. I wait & nothing happens. Call again, have to wait 3-4 days while the problem is escalated, nothing happens. Calls again, they are going to send an email with replacement options. I receive nothing. Call again, they finally found a repairman but will be a week before they can come. The day before appointment they call to cancel & say next available appt is in 3 weeks! I ask to speak to supervisor since it's been a month without a refrigerator. The service rep tells me they work from home & have no way to contact their supervisor & when supervisor contacts them the # is anonymous! The only option they have is to send an email to the supervisor & the supervisor is to contact customer within 24 hours. I've been waiting 48 hours & no call! It's now June 1 & I am still without a working refrigerator & no solution in sight.

It took Sears 6 weeks to repair my refrigerator. I had to buy a small dorm refrigerator to store milk and essentials. They promised to send me a check for $115 to cover part of the cost of the fridge. That was on March 30, 2023. Today is May 31 and I am still waiting for the check. They have escalated the issue 3 times via email to the accounting dept but never get a response. Noone can speak to anyone and there are no supervisors to speak with. It is no wonder Sears went out of business. They are incompetent and are ignoring the problem.

Today I have gotten the runaround for the last two hours I'm trying to cancel my master protection agreement all I was told was call this number call that number called this number for the last 2 hours... Then when I went online you figured out myself I didn't have a chance to give it my credit card number because the credit card I put it on 3 years ago it's got a different number now that credit card is so I wanted to let them know so they can credit my account for the refund on my service protection agreement since I canceled it how do I do that?