Sears
Reviews and Complaints

I found this site, after trying to resolve a few issues with many individuals, who work for your company and the third party your company hires. I also tried emailing, after reading a case manager encouraging others to contact her,if having issues. Came back.

It's been pretty much a total disconnect over all, my experience of trying to get my issues resolved. The last, a supervisor promising she will work on the issue of 2 checks that were supposedly sent for stove top and now cks missing and get back to me. I've had our mail lady deliver our mail for years. Never had this issue. One check, now, maybe, 2 months ago. No call so far. I called to get her name and extension as I wanted an update. Nope. Instead they said a second supervisor would call last week. Nope. All of this should be in the notes to avoid all the confusion, I would think?

I have one fully working burner on my cooktop for a while. Try having Mothers Day with many people. My patience is weaning.

I paid up front for a service person to come out to diagnoses or repair stove top and oven. I have no problem with that! That went well, but after that, a nightmare, quite honestly. 3 days of apts, waiting, no shows, no calls/ texts. How valuable is my time? It goes on and on. So, I pay my monthly fee, on time and service fee upfront, but here we are.

I need to replace my stovetop as soon as possible. A promised reembursement check and now two missing. Snail mail isn't working.

I'm expecting another part for my oven also, after the first part was the wrong part ordered, even though a photo taken of part. I plse ask that you check up on the repair 3rd party company, who supply the repair people. To make sure their written words are followed through.

I normally do not complain, but this is pure craziness!

Thankyou...

Plse let me know asap the update of the issues.

I purchased a ring for my husband from a 3rd party jewelry in the Sears Marketplace. The ring was definitely not as pictured and my husband complained that it was very uncomfortable to wear. I tried contacting the seller with my complaints. For weeks I got no response to my emails and phone calls along with numerous voicemail messages I received. After about 50 calls to different Sears numbers I finally got thru to an agent who agreed to help me and escalated the situation. The seller finally called me and stated he would help me with the return or exchange whatever I decided. He gave me his supposed direct phone number. When I called the number there was no answer, calls went unanswered, no return calls, messages in the Sears marketplace order contact went unanswered. I’ve left numerous voicemail messages with no return calls. The the seller company is called JewelWeSell and the owner supposedly gave me his direct number is Michael. I’ve had the worst time in getting an actual human being to talk to me about resolving this issue. Sears has the worst customer service ever. It’s like they are evading their customers.

If any one has a suggestion on how I can resolve this issue please advise.

My dryer has been out of order for 3 1/2 months. Have had 5 appointments (2/18, 2/28, 3/24, 4/20, 5/4) with parts replaced and not repaired. Second to the last appointment was on April 20, 2023 where technician tried to replace motor but wrong part had been ordered. Correct part ordered. Tried to schedule appointment for Saturday and was told no longer an option. Called main office number and after several attempts to speak to human, several representatives told me that no longer had Saturday appointments. Had to make appointment for workday and request time off from work. Appointment scheduled for May 4, 2023, took off work, and waited for technician until 5pm (appt time 1-5pm) received call from technician cancelling appointment, too busy and will not make it. Called Sears, had issue escalated pending phone call to schedule a Saturday appointment since no available PTO time to take off work. Never received a call or any type of response except an email message asking to schedule an appointment. Appointment made by auto system for May 18, 2023. Called Sears and was told that there's nothing that they can do for me. At this point my Sears is not complying with agreement to have dryer repaired or replaced since I can't make a weekday appointment.

On 23 Mar 2023 repairman from Sears came to my home and diagnosed parts needed for repair of Treadmill PRO-FORM XP 542E. Parts were placed on order and repair appointment was scheduled for 23 Apr 2023. I submitted advance payment of $323.47. Order# [protected]. I later learned one part was backordered and one part was cancelled due to not in production. I E-Mailed several sears home service departments about this and did not receive an answer from anyone. I requested a refund of prepayment monies less diagnostic fees and waited for a little longer hoping for an answer. Early May 2023 I tried to contact someone again and finally got in touch with your Android and started a chat. Finally got in touch with a human and tried to explain what has transpired but doubt all info was comprehended. A Warranty appointment was scheduled for 18 May 2023. I don`t know why this was done due to no parts availability. I cancelled the new Order # [protected] due to no need.

had kenmore washer. sears could not get parts for it. they repaced it with a ge washer machine top load on 6-10-19 had a maintaince agreement which is up on 10-2-23. had several techs from sears to check out smell from machine, they said it smelled but could not find where it was coming from. had ge tech come out on 5-4-23 was charged $160.00 found out the machine had mold, he also inform me that ge washers does that. was cleaned and pictures were taken were gross..smell is back again on 5-7-23 called sears to open a case they gave me ord number 774021. never heard from they.. no one speaks english or does not understand. left on hold for hours, keep on calling back and they give me different numbers to cb..all I wants is a check for $160.00 and a replacement for the machine, not a ge brand.. thank you, gail &robert kurtz [protected]

10030 double tree rd knoxville tn 37932 e mail [protected]@charter.net

We have had a master protection agreement with sears for over ten years.
During the past couple of years [protected] service has gotten progressively worse.
In the past service would usually be taken care of within days and if parts were needed, the technician would either have the needed parts in the truck or we would have them delivered and installed within 1 to 1-1/2 weeks.
Recently, a tech replaced the springs and shocks on our Kenmore elite washer and never reconnected the door lock switch. We waited for the part because the machine wasn't working only to find out when the new switch part came in and the tech arrived that he found out the switch was never connected after the last repair.
Now we have a gas dryer that has been out for over 4 weeks and were told that we will have to wait another two weeks to complete the repair if it is possible.

My Kenmore refrigerator under warranty had parts go out I contacted Sears to have a service on the unit Technician looked at unit and ordered parts This process started Feb 10, 2023 When all parts arrived I was to set up an appointment to have the unit repaired Mid March I was contacted Sears to check on the progress of the parts I was some parts were unavailable and that the Refrigerator would be replaced under warranty and that I would get an email in 3-5 business days letting me know the process I have called 4-5 times with the same comments of getting an email in 3-5 business days None of them emails ever came to the email address provided on the account Since this time I have been given the [protected] and [protected] and [protected] and have gotten absolutely nowhere I will constantly continue to contact someone to get this unit replaced as should be under warranty and not having the parts to be replaced. I am simply wanting to stop calling or chatting and recieve this mythical email that tells me the next steps

Service was done on my ice maker. Technician ordered another part. I paid for the new part and the service appointment. The next day, the ice maker started working. I cancelled the part delivery and the service appointment. I received an email address to request my refund. I have contacted them several times. This was in February. I have not received any reply, or a confirmation of my request. I do not have any further information I cannot find my paperwork. In the meantime I need service on my dishwasher. I have always used Sears repair service . What do I do now?

I am writing to file complaint against sears for POOR CUSTOMER SERVICE.

I went online to schedule a appointment for March 27,23 to have a technician to come and fix my dishwasher. Had a friend stay at my home to let them in. No technician came to the house or text they would not be able to complete full service that day.

Went back online, set up another appointment for April 17th,23, stayed home, no technician or text to say why they were not coming. Called customer service, after six multiple attempts, I was able to speak with someone In Person. They let me know that the truck had broken down, and no one was available to to complete the job.

Scheduled another appointment with them for April 27th, 23, waited all day for technician to come. No one came. Received a text at 1745 to let me know they were not able to come, next appt scheduled was for May 3rd, 23.

after another six tries to reach an In Person, was unable to file a complaint, or speak to a Manager to file a complaint about POOR CUSTOMER SERVICE WITH ABSOLUTELY NO SERVICE RECOVERY!

Have Cancelled all appointments for the time being, as you can no longer be trusted to keep your word, show you are a worthwhile company.

I bought a Kenmore refrigerator a year and a half ago. Since then, it has had to be repaired with 3 different parts. I now am waiting for 5 weeks for another part to come. I am paying for warranty every month which I will cancel shortly. I cannot speak to anyone. I would like to get rid of this. Plus we had to pay 70 dollars before they even come to the house.

Purchased Kenmore Garage Upright Freezer 20.8 Cu Ft. and 5 Year In-Home Warranty (Master Protection) Model#[protected], Serial #MR223E29390236, DOP 05-27-2022, Picked up 06-02-2022. Freezer leaking Cold air at top of door. I called Protection Agreement [protected] at the end of Nov.2022, it took 5 weeks to get repairman out on Jan 5th, 2023. Repairman took off door seal which exposed door was warped and why seal was leaking, he said this was happening to several other Freezers of this model. He said he was ordering a new door. I waited and called [protected], still waiting on the part, mean while my freezer was leaking out cold air and icing up terrible with hugh ice cycles and ice building up on my meat. (Whole butcher Steer). I called March 10, 2023 gave claim#766950 to send check #115.00 and 5 days to locate part. I called 03-24-2023 saying 2 more weeks (April 7,2023) to have part new door, otherwise I want new replacement freezer. Called April 14, 2023 case#7635186, told 3-5 days to approve replacement because can't get parts. Called April 21, 2023 a few days to approve replacement and send email. Called April 28, 2023 rude woman, they need 5more days or so. Called back and woman friendly, researched still more time, but said she would have supervisor call me back. Been calling [protected] press3 then press 4, only way to get a live person. This is the worst service I've ever received. All I want is the freezer repaired with a new door which they can't get the part, so replace it with a NEW FREEZER.

Service tech was at my home 5 mins to give me an estimate for repair to my washer. The original agreement was $99 for diagnosis however tech charged me $119. I want the refund of $20 which I was overcharged.
This is a payment receipt for your repair
Service date:
4/26/2023
Brand & Product:
GE FRONT LOAD WASHER
Service Order Number:
[protected]
Service Unit Number:
0008555
COST INFORMATION
LABOR
Labor Cost $119.00
Diagnostic Fee Waived
Tax on Labor (state) $0.00
Total Labor $119.00
TOTALS
Part Total $0.00
Labor Total $119.00
Grand total $119.00
PAYMENTS
Pre-Paid Amount $0.00
CREDITCARD $119.00
Account # 02055D
Total Amount Collected Today $119.00
Amount Not Paid $0.00
APPLIANCE INFORMATION
Merchandise FRONT LOAD WASHER
Brand Name GE
Model Number GFWN1000L1WW
Serial Number ST207818T
Service Requested Repair
CUSTOMER INFORMATION
STEPHEN BOOHER
10 BROOKSTONE DR
STREAMWOOD IL 60107
[protected]
[protected]@yahoo.com
TECHNICIAN INFORMATION
Technician ID 0870352
Technician Comments
2 of the 4 parts needed for tub overhaul are NLA...
90 Day Service Guarantee
Repair Guarantee: If, within 90 days from the date of repair, your merchandise fails to operate for reasons related to the original repair service, we will replace any parts that failed due to defects in material or workmanship and perform any labor related to the original repair service free of charge.
Multi Service Discount: If Preventative maintenance was performed on your merchandise, and within 90 days you schedule repair service on the same product, we still apply 50% of your prior maintenance charge to your current repair bill.
Tue, Apr 25 at 1:29 PM
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Your repair appointment is confirmed
Service date
Apr 26
Technician arrival window*
​8​:​00​ AM to ​5​:​00​ PM​
Brand & Product
GE Washer
Diagnostic fee
(Payment required at time of repair)†
$99.00
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What to expect next
Day before your appointment
We’ll call, email, or text to remind you of your appointment.
When your technician’s on the way
We’ll call, email, or text to let you know they’re on the way.
*Technician arrival window:
The time period during which your technician is scheduled to arrive to diagnose the issue with your appliance.
† Diagnostic Fee: $99.00
The diagnostic fee is the cost to have a tech come to your home and provide an estimate. If you choose to proceed with the repair, we’ll waive the diagnostic fee and you’ll pay for the labor and parts. If you decide to decline the repair, you’ll only pay the diagnostic fee. If you have had a related repair within 90 days, the diagnostic fee will be waived and our 90 day guarantee will apply.
Should you need to make any changes to your appointment, please submit reschedule or cancellation requests AT LEAST 24 HOURS PRIOR to your service date so we can best accommodate your request. This will help guarantee no miscommunication on the day of service. Thank you!.
Cancel or reschedule your appointment.
Accepted forms of payment:
Credit card (Sears Card, Visa, MasterCard, Discover, debit), and personal checks (with proof of valid driver’s license).
Order Number:
[protected]
Service Address &
Phone Numbers:
10 BROOKSTONE DR
STREAMWOOD, IL
(63​0) ​999​-63​47
Ordered By:
Stephen Booher

I had a guy here fixing my refrigerator. He’s been out here twice due to my refrigerator is not cooling my freezer is not freezing. While he was here he broke my refrigerator shelves and glued them back together and never told me anything. He had another appointment scheduled for today and canceled the appointment because he knew I was upset about the damage he caused to my unit & forging my name multiple times without my approval on the work order.

The refrigerator is still not fixed. It seems he does not know what he’s doing. He signed my name today and said that he advised the customer (me) that shelves are not covered under the extended warranty, which was a lie. He never came.

The only reason the shelves were added, was because I filed a complaint against him for breaking them. He was supposed to be here because the refrigerator still not cooling not for the shelves.

It is virtually impossible to speak to a live person in the United States about this issue so I am writing this email and I plan to file a complaint with the Better Business Bureau and I plan to sue for the damages to my refrigerator and the time that I took off work to be here and wait for him, and he never showed up and forged a document saying he talk to me which was a lie he forged by signature over three times. I am very upset and this is unacceptable.

I also noticed dings that were not here before on the freezer

I have never been so disappointed with a appliance purchase. We ordered and purchased our new fridge/freezer from Hometown Sears Crosville last year. It is actually the second one in a year as the 1st one came damaged and this one replaced the 1st. In the last few weeks however our freezer has been making a loud noise. The timing of sound is random. I recorded the sound for the repairman who came last week. He pulled everything in freezer apart and couldn't find issue. Of course as soon as he left the sound happened that afternoon. He told us upon leaving we would have to trouble shoot it ourselves if it happed again. Well, today I have a new recording of this sound as it continued for more than 5 minutes. I am not a appliance repair person and do not feel it is my place to "troubleshoot" and fix our refrigerator. I want this resolved before the warranty expires or replace the fridge again as when sound starts, it is very loud and can't even hold a conversation over the sound. There is obviously a problem.

ACCEPTED SEARS SERVICE ESTIMATE #[protected]

Service date:

4/4/2023

Brand & Product:

GE REFRIGERATOR

Service Order Number:

[protected]

Service Unit Number:

0008366

COST INFORMATION

Deductible Amount $100.00

Maximum authorized limit $187.89

PARTS

Part Name Refrigerator Water Inlet Valve Assembly (replaces WR57X10032)

Status

Quantity 0

Cost $0.00

Part Name Refrigerator Water Filter Head and Tubing (replaces WR17X20862) 1Z86V6810306685886

appointment was made for repair on garage opener when technician arrived he stated it was not the garage opener but the garage door itself. after agreeing to having the door replaced we gave them a 1100.00 dollar deposit because the repair was not covered by sears warranty services. they then stated that they would call us with a repair. they original arrival date was April 7th. have not herd from them since. here is list of numbers. You can reach us with

[protected]

[protected]

account number [protected]

ronald jackowitcz or charlotte jackowitcz

2032 hilIDALE AVE

SIMI VALLEY CA. 93063

SEARS WAS SUPPOSED TO CALL US BACK YESTERDAY NO CALL WAS RECEIVED

THIS IS NOT THE TYPE OF SERVICE I EXPECTED FROM SEARS

PLEASR REPLYV ASAP THANK YOU

I called on Monday 4/10/23 to have my refrigerator fixed. The soonest they could come was Wed 4/12/23. No one showed up or called. I called again today and was told they could not come until Tuesday 4//18/23. My food has all gone bad. I went through this last time I needed a repair. This is unacceptable. Sears use to be the best place to purchase appliances. WHAT HAS HAPPENED. I paid a lot of money for this plan and I am not getting what was promised!

I have receipt for this including a Master protection plan which I renewed up until 2020. Refrigerator is now (8) years old and dead. Tech says compressor is gone and can replace but not labor. Also other parts need to be replaced. Estimate 1,500+

Parts will take (3) Three weeks and meanwhile all our food is ruined. We need refrigerator and can't wait that long.

Repairman says Kenmore Elite is not made by Sears but by LG and compressors are terrible.

Sales check for this is [protected] Sears Torrance.2651.98 total price Order number [protected]

K

I ordered tow replacement parts for a Kenmore Canister Vacuum (Model 125.[protected]). They break easily so I wanted an extra on hand.

The part number is KC03REEJZV06 (vacuum power mate base plate)

The first time I ordered them was in November 2022. The mold for the part is incorrect and doesn't have a slot for the reset button. I called customer service and they said they were aware the mold from the manufacturer was incorrect. I returned the two I bought. The parts were listed on back order so when the showed up back in stock in April 2023 I reordered them. I AGAIN received the incorrect mold parts. The mold photo online is correct but the parts they sent me do not come close the that. I will not be buying any more Sears products if they can't even supply the correct parts for their products.