Sears
reviews and complaints

I have a Sears 4 my home extended warranty when I began having issues with the washer. Sears has sent the same repairman 4 out of 5 times
I have called for service. I load my clothes add detergent and push start .

The machine gets stuck in detection mode and spins for an hours off and on without pumping in water. I or the Sears repairman can manually advance the washer to fill with water. After it fills with water, it washes for hours until I manually force it to drain. I have had Sears out a total of 5 times. It always runs through the cycle for them, but they test for codes which their are never any. I have requested a technician to just observe, not check for codes or touch the machine. Just observe the machine and see what I see. I bought an automatic washer not a manual one. It is warranted for $500.00 They can't fix the machine, but have replaced a circuit board and the pump motor.

Since they cannot fix the machine and will not observe it without pushing buttons to see what I see. And since they won't replace the washer or pay me the $500.00 in the contracted value of the washer. I want to film the technician manually advancing the washer and being dishonest about the washer. I want either a replacement washer or for Sears to pay me $500.00 for the washer

About 1 month ago my Kenmore Elite bottom freezer refrigerator started emitting a terrible smell. It was first noticed in the water and ice but now the whole refrigerator smells and it's making the food taste bad. I had a Sears technician here 2 days ago who said there was really nothing that could be done and he couldn't find the source of the smell. We can't drink the water use the ice or store food in the refrigerator as everything takes on the taste of the awful smell and extended warranty but I think that is up soon. I plan on calling Sears again on Monday hopefully they can set another technician out and get this fixed. Other Kenmore Elite appliances in my kitchen and I've never had any issues them. So I'm feeling very frustrated at this point. The fridge is only not even 2 years old.

Tuesday, January 24, 2017
Purchased a service agreement from Clementine (not an American and one who can barely understand me) for $328. She scheduled an appointment for Jan 25, 8:00 to 12:00 for a Freon leak. She was not able to send me an email because her internet service provider did not recognize my 10 year old email address, but gave me a service order 0008203 [protected]. We also tried two more email addresses.
Wednesday January 25. Waited 8-12 and no one came or called.
Thursday January 26, Audrey (Not an American accent), id #8011909 scheduled an appointment for emergency service as the fridge is no longer working at all! She said Clementine had written the wrong call back number. She apologized and said some one would be in contact soon, but could not give me the name of the person who would call me back.
Friday January 27. Audrey 8011919 transferred me to Lisa id # 108845 at [protected] x 6 in Roundrock, TX. I had to start all over with my story and Lisa could not find the service order at all. Lisa's title is a Customer Solution Manager in Power. She gave me two options. Sit around and wait until February 17 when a technician can get to my area, or obtain a full refund for the service agreement. She apologized but said there is nothing else she can do. She could not give me the name of the local service person or a supervisor who could remedy this situation in a more equitable fashion.
I am now on hold and have been for 59:51 for the refund department.
Friday, January 27 Randy, id # 610816 in Highpoint, NC cancelled the service agreement.
I am now faced with calling a legitimate service company and starting this whole process over. This is the worst excuse for a service company and Sears should be ashamed for having to put your employees through the process of apologizing profusely for the obvious lack of commitment to service. There is not service.

I have spoken with two people from another country, one from TX, and one from NC.

On 1/10/17 my plumbing was damaged by a sears repair man. In turn damage was caused to my floor and i was forsed to stay in a motel as the main water supply had to be turned off! Because no one would return my calls from Sedgerich, the Sears claims office, i had to pay a plumber to repair my line to the washing machine... I have sent all the reciepts for plumbing and motel as well as an estimate to replace the floor to rebecca at sedgewich and have begged and pleaded with her to process my clam and get me reimbursed and she refuses to help move this along. I have an income of 784.00 per month and this damage has cost me over half my income for the month of January! I need to be reimbursed immediately. Sears has taken photos of the damage as well!

It started rusting around bleach dispenser this past year and even the hinges are rusting some. Sears will not stand behind their product saying this is a cosmetic complaint but looking online there are so...many of the same complaints that it is more like a manufacturer defect. Even the inside of the top around the barrel has a rusted area. The sears guys came and said if you even used bleach in it once this would happen. I only used it twice in the past 4 1/2 years. And if its called a bleach dispenser that is what it is supposed to be used for...right? Totally disappointed and will not buy from Sears again.

Spoke with your sears phone representative #360468 (Named- carmen) today. She was so very rude and so unprofessional. In all of my professional life i have ""never"" been or felt like i was being accused of feeling stupid or dumb. I ask that as a company like sears that she be repremanded or even lose her job for her insensitivity and rudeness to your customers!

Thank you,
Paul e. Kraft iii.

1. On 1-2-2017 I purchased a GE Drop=in oven at Sears in Asheboro N.C. I also purchased the deliver and install option. Both came out to 1492.08. Delivery and installation was to be on [protected].
2. They called to verify that date but later called and said it would be a couple days later.
3. After 5 more days I tried calling but no response.
4. I waited until [protected] and called the store where I purchased the oven. I spoke with a employee named Bonnie and she said she would check and call me back. She did call back and told me the delivery company would be calling to set up installation. They did call and left a number for me to call and set time.
5. On [protected] I called the number they left on my answering machine and it was a non-working number. Double and triple checked.
6. On [protected] I called the Sears where I purchased the oven and asked for the manager. I told her everything and how frustrated I was and she had no idea how to help. I asked her if Bonnie was working and she said she was already gone. I asked her if she was working tomorrow so I could call her and she told me she didn't know. I said are you really the manager and she replied yes. Then I asked did she have the number for the delivery company and she did not. She kept telling me that I should have picked it up at the store. I told her that I had already paid for it to be delivered and installed. She had no idea what to do, so I ended the call.
7. [protected] I called the Sears customer service. Tried telling them my problem and all they took from it was that I needed to speak with someone in delivery. They transferred me to someone who could barely speak English who put me on hold and that was the last time I heard from them.
8. Through all of this NEVER once did anyone say I'm sorry for your troubles.
9. I'm still sitting here without my oven, even though Sears has their money.
10. I now understand why they have had so many cutbacks and store closings. This has been the most miserable experience I have ever had with any company. What I've dealt with brings a completely new meaning to the word unprofessional.
11. If someone reads this will you please help!

On Dec 11th 2016 I purchased a set of Twin XL Sealy mattresses and adjustable base. We scheduled the delivery for the 16th. The mattresses arrived on time that day, but when I laid on them for the first time, the mattresses were significantly harder than the mattresses at the store. I promptly called Sears (whithin one hour) and told them about the situation, they told me there was nothing they could do, that I had to wait the 30 day comfort period. The same evening I went to Sears at the Arizona Chandler Mall and explain to the salesperson the situation. Their response was similar, the mattresses on the floor are old, and therefore the one I receive will feel firmer. The mattress i received was not firmer, it was hard as a rock, very uncomfortable. After talking to the warranty department and visiting the Sears store on two more occasions I gave up. Instead, I opened a complaint with the credit card company regarding misleading advertising. The complaint is still under investigation. More than 30 days have passed, and my mattress is still very firm, investigation is still ongoing. Sears is willing to refund my money but after an unreasonable 15% restocking fee, plus an additional $70 pickup fee. In my case this amounts to over $300. It is unacceptable that I have to pay this much to return a mattress that clearly is not the one I picked on the floor.

I purchased a hvac system december 2016. The sears service/repair man for the gas furnace mentioned about receiving a discount if I purchase a new central air conditioner and gas furnace because my kenmore furnace and air conditioner coils were dirty and old. This is my 3rd kenmore hvac purchased since I lived in my house. I'm and elderly woman almost 80 years old I feel sears salesman and the hvac installer (Walter in chicago illinois) probably take advantage of all single elderly people who own homes and buildings in this area. The next day a sears salesman called and requested to come to my house three hours earlier than schedule.

A third party contractor came to install the new hvac and he did not have the owners manuel or the model number of the kenmore gas furnace or central air conditioner unit; instead, he told me to call sears salesman. He wanted me to sign off on his phone that the work was completed and I will not receive a receipt for my purchase, no booklet to explain the hvac system because he had another appointment elsewhere. It took him 7 hours to install, and I still didn't receive my gift card.

Today I am still calling the sears toll free number and all representatives told me I need to have a computer and respond online on the internet. The salesman did not tell me this before purchasing a $10, 000.00 hvac unit and unfortunately i'm not computer literate and I can't get any help. Sears salesman insisted all of my important documents will be mail he lied.

Now the only line of communication with sears kenmore will have to be online to explain how to work my hvac unit. What type of gas furnace or air conditioner or thermostat or humidifier was purchase by kenmore sears. Since most elderly people pay by cash and don't have to use a sears credit card to purchase any items someone I hope will check this company to see how many senior citizens sears takes advantage of?

This new hvac unit makes more noise compared to my old kenmore furnace and air conditioner purchased over 30 years ago. I think the installer gave me a different hvac unit in my house and figure single seniors citizens living alone they would cheat me. If you are a seniors citizens please have a young family member present the day a sears salesman arrive to your house before purchasing a new sears hvac unit.

Canadian shoppers beware. Do not buy anything from sears. Ca... They take your money and do not deliver goods... I ordered a chest/dresser and after the first confirmation notice of my order, nothing-not one word from them.
I have called to no avail., I cannot even get a tracking number or deliver date promise! And I cannot even escalate my complaint. They put me on hold forever. I call back and get the run around.
I will keep calling them. At this point, I want a refund, do not want their dresser.
There are others in the same situation and we are allstill trying to resolve our issues!

Thank you.
Pm me to see if we can gather and take a further step up.

We purchased an induction range from Sears on line in November of 2016 with delivery arranged and promised on January 3 2017. We were told to be sure someone was home that day and Sears would call us with a delivery window. We stayed home all day that day only to be told, when it wasn't delivered, that it would be delayed. Sears have done this to us three times and now we found out from a manager that Sears never had the unit to sell to us in the first place.
This was bought under their Black Friday special sales which means we will not be able to get the same unit for that cost. This is sales by 'Lost leader' and is unacceptable

After 5 repair visits our samsung chefs collection dishwasher is still not fixed. On every visit parts are installed and machine is not fixed. More parts are ordered, more visits, and still not fixed. Phone call after phone call and nothing! It appears that sears simply no longer cares about their customers. I have been a customer for almost 40 years, but no more. Take my advice, go elsewhere for appliance purchases. Oh, and btw, the 4 time guarantee, you know the one where sears will replace the item if it is not fixed after 4 attempts, well that's a big fat lie. Have a 6th appointment for repair... Have not had use of washer for over 6 months

I purchased a hot water heater for Sears on 01/10/13. I have noting to say bad about the hot water heater itself but instead it's Sears and it's shady sub-contractors that they used for installation. At the time of purchase I chose the 5 year protection plan which I thought would cover everything including faulty installations but it doesn't. The sub's removed my old hot water heater and copper pipes that made the connections then they installed the new one using galvanized pipes. The galvanized pipes now had started to leek at 5 connection points that has led to the top of my unit to eat away from rust. I contacted Sears and explained the problem and a service tech was sent out. He inspected the problem and then informed me that he could not repair the unit because he was not a plumber and gave me a number to call for more help, NOT. Sear informed me that even though I had purchased the most extensive protection plan they offered that Sears only backed installation for 1 year. I have water now that not only smells bad from corrosion but it's also affecting the taste. Sears doesn't care about my problem so I no longer care for Sears. I will not shop with them for anything else. I AM DONE! Go out of business ...

I ordered a refrigerator and paid when I bought it. It was scheduled to be delivered between 2 and 4 pm. My husband left work at 1:30pm to move the stove out of the way and help save food from old ice box. They showed up after 7PM. They took down the old ice box but then said the new one was too big to bring up...They said to call and order a smaller one. I said take off the doors and bring it up...They said no way...you live upstairs and it would take 5 men to bring it up and we don't take off doors...buy a new one! URG----I said how about $200 to get the job done...he said, really! OK, $250...and I paid...and it was done! By 2 guys not 5, taking off the doors! I CALL THIS EXTORTION!

I bought a brand new mattress at sears outlet. I was given a years warranty. The mattress developed a huge growing lump on one side. This is a sealy mattress. I went to the nearest outlet store to ask what I should do. I was told to go to the manufacturer. I called sealy and they said I had to go to sears. I called sears and was sent an email detailing what I needed to do. I tore down my bed ( not easy to do with a king bed at 60 years old with a disabled husband) and sent pictures of everything including the receipt tags and warranty card. I was asked 5 times to send pictures necessitating tearing the bed apart each time. I finally complained and was IMMEDIATELY told sears would not honor my warranty because I bought it at an outlet. Nowhere on my sales slip does it state the warranty was no good. I was in fact GIVEN warranty papers. Sears said sears outlets are NOT PART OF SEARS. Since when? The receiput says SEARS down both sides. This is where sears sends you to get things repaired and to buy parts for sears merchandise. I bought a NEW MATTRESS that I cannot use. We are on a very limited budget. I cannot afford to go buy another mattress. If sears puts its name on it sears should back it. NOWHERE ON MY RECEIPT NOR IN THE STORE DOES IT STATE WARRANTIES ARE VOID AND SEARS OUTLETS ARE NOT BACKED BY SEARS. I was told to return to the store of purchase. I did and was curtly told by the manager the store was closing in two days. So no one will back my warranty and I am out of luck. DON'T BUY FROM SEARS!

To whom it may concern,
I have had my roof replaced by Sears and it has caused nothing but problems for over a year and still exists today.
First the salesperson measured incorrectly so the job was not completed as planned. He also made an error in the financing and that had to be redone as well.
2. I specifically had requested that the existing skylights be replaced with the replacement of the roof. I had even requested stationary skylights as opposed to those that crank open. The sales person forgot to place the
order so the old skylights were reinstalled without my knowledge.
Since then there has been leakage from the old skylights in which I was told it was due to a broken seal because they were old. I explained of course they were old that is why I wanted them replaced.
Also, the ceiling surrounding them has become all water stained. I have been going back and forth with sears for over a year about this. I requested to have sears at least pay to have the ceiling repainted and I was
turned down. They said the faulty seal was not the fault of sears so I had to go through my home owners insurance. Also, because they were never ordered, that I wasn’t charged for them. That is not the point! And,
how could it not be the fault of sears. It happened because of the errors made by sears company.
3. Since I have had the skylights replaced, by sears, reluctantly. Paid for the skylights and installation. I also have concerns about the integrity of a $10, 000 roof. I would expect after spending $10, 000 on a new roof that
it would not leak at all.
I have not had the ceilings painted as of yet because I do not have the funds nor do I want my homeowners insurance to go up because of this.
If I had the opportunity to go back I would have never chosen sears to replace my roof. I also no longer have any dealings or purchases with sears, nor do I recommend Sears to anyone else.

For those Sears representative I have dealt with:
1. Al Canzater (original Sales person for roof)

2. Sheena X. Brown
Exterior Project Coordinator
Sears Home Improvements Products
Westwood MA, 02090
Office. 781.471.2969 Ex.41101
Cell. 857.492.5132

3. Leah Byrns
Quality claims processor
[protected]

Al Canzater, nice person however was not properly prepared for the job.
Sheena, again nice, respectful however not prepared to help in any way. Her line was that Al Canzater no longer works for the company.
I don’t know how that is supposed to help my situation.
Leah, originally appeared to understand and suggested that once the roofing problem was resolved that they would assess damages. I had even sent pictures of the damage. However in the end, I was told it was not the fault of sears and to go through my home owners insurance.
I is very disappointing for me because Sears has always been a part of my life. My parents/ family and friends always used Sears for major purchases. I always viewed it as dependable, honest and reputable.
Sad, but I am no longer a Sears supporter.

The reason for this review is to warn other people before they have a similar experience. My experience with sears repair was very aggravating and frustrating. I was having a problem with my samsung refrigerator once again with it freezing up the fridge section and the fan was hitting the built up ice. I called sears for a n appointment with their tech to come diagnose and repair the issue. Sears sent a third party to my home (Not their people), a so called tech and one in training. First he tech said I should just discard the 4 year old, $2000 fridge and buy a new one. I said I don't think so! Then they wanted me to sign a waiver for them to move the fridge in case they damaged something? Ok I guess they need to protect themselves, I moved it myself knowing I wouldn't cause any damage. They then called a tech hotline to talk them through the diagnosis. Now let me just say thankfully I have a very strong electronics and mechanical background, I am not without a clue when it comes to something along these lines. Well, now they tried putting the fridge into a test mode (I knew they where not understanding the gentleman on the phone). Now with it not in the test mode they went to check certain parts of the main control board. They could not get thier meter on the test points to get accurate readings, the man on the phone told them to check for proper polarity on the electric outlet, they looked at me and said "do you know what that means?". I said you don't!, then showed them what to do... Now they turn to me and say you have a bad control board (I knew that was wrong) so I said how much, they said $500, I said how long to do the repair, they said about 1 week to get the part and then they will call for an appointment. I then said so about 10 days without a refrigerator! Cant you get the part sooner? They said no, so now I said what if you put in the part and thats not the problem. They then said well you 90 days warranty. I said then do you refund me for the first repair and then charge for the proper one. They looked at each other and said most likely not but you can then have that conversation with customer service. I now being very aggravated at this point told them that they never put the fridge in its proper test mode which I witnessed myself. With a shrug of their shoulders I told them to leave! I also told them if they want to get paid for the diagnosis they need to have their supervisor call me by end of day, never received a call... I then called a friend that does commercial refrigeration and told him what happened, he laughed, to my surprise he came to my house at 9pm that same evening and went on my computer, pulled out his meter, put the fridge into test mode and checked the board, the board was fine! He said the thermistor was bad and told me what part to order and said since the fan had been hitting ice for some time to get a new one of those also. The parts even with a new fan motor assembly where under $150 with shipping next day. My daughter 18 years old changed the parts with my supervision. Now I am being put into collections by sears for the misdiagnosis? I've spoken to their very nasty customer service, faxed a parts list by their request showing that the repair had nothing to do with their 3rd partys diagnosis (Misdiagnosis). They said that they are not charging for the diagnosis, they are charging me for the service call? I said but your people actually the ones you farmed it out to did not know what they where doing and I had to ask them to leave, also the supervisor never bothered to call me.
They said its jusy the way it is! And I have to pay. Then also received the same answer from corporate. The bottom line here is do not buy an appliance from sears because they wont be able to service it. Don't call them for service because they wont be able to repair it. If you do and have a problem god help you dealing with their customer service.

[protected]: my kenmore laundry center 'dies', specifically the dryer. Paid cash for laundry center, purchased 5-2015, $1087.00, also 3 year in home service/repair policy $249.00.

11-9: called sears repair number, I am asked to explain in detail exactly what the problem with the dryer is; I do so letting the rep. know that the dryer is making a terrible noise when I push the 'on' button...perhaps and most likely there is something wrong with the belt...I'm thinking that this info that is requested is to be shared with the repair person so that he or she might have some idea of the parts to have on hand...thought wrong! Sears schedules an appointment for repair to be done for 11-16.

11-16: repairman arrives; takes one look at the laundry center and says: "I only fix ice machines", and out the door he goes..gone in a flash.

11-16: called sears...scheduled a new appointment for repair on 12-9...

12-9: repairman arrives (none of the info from my original call has been shared with him), he makes his diagnosis, determines that three parts are needed...tells me he has ordered them and that the parts will be shipped to my home, leaves service order with me...and tells
me that any repair appointments will be after 12-27.

12-19: called sears to request a tracking number for the parts I have not yet received...I'm told that the parts were never ordered and that they will order them today.

12-23: 2 of 3 parts ordered arrive:...from a sears in citrus hill, California...it is obvious that whomever packaged this order did a very very poor job (I took pics) ...the top of the box was barely secured and all of the protective packaging was tossed inside the dryer drum, leaving it vulnerable to damage (NOT A UPS ISSUE) and of course the dryer drum was damaged and is unusable...

12-23: called sears again...LeAnn in repair dept. (one of many reps I spoke with, and the one and only helpful person) reorders the dryer drum...a repair appt. may still be available for 1-6-17!

...so now I have been waiting since 11-9-16 to have a repair done, I expect it will be at least 2 MONTHS before my dryer is fixed...SHODDY PRODUCTS (just before buying the laundry center, I bought a living room set of recliner/couches...upon delivery I found them to be mismanufactured and broken frame) and ABYSMAL CUSTOMER SERVICE have convinced me, NEVER SHOP AT SEARS AGAIN!

Also, this once respected retailer and my go to for quality products and customer assistance is ruined...SHAME ON YOU, SEARS CORPORATE :(

My "high end" Kenmore Elite refrigerator is only 3 years old and yet I have had to replace the icemaker 6 times during that period. This year alone I have replaced it 3 times.

Does anyone else have this problem? I am sick of constantly calling repair people and paying to repair a refrigerator that is only a few years old

Judy Jones
Scottsdale, AZ

I will never purchase another appliance from sears again. Purchased the 300.00 + service plan. 4 service calls, 2 of which were no call, no shoes. 4 lost days of work. 2 days of family and other serious engagements canceled because of the no show situation. We are now 1 1/2 months with no washer. Tonight was the second of the no-shows and they arbitrarily rescheduled the next service appt for January 11, 2017...which will be approaching two months.

Thanks sears...never again