Sears
Reviews and Complaints

Our 2014 refrigerator periodically quits working for 12 or more hours at a time. They have replaced the computer board twice and the compressor. It will shut off at 6am, then start working at 6 or 9pm. No error code is ever displayed. Sears Home services has been here 7 times, but by the time they get here it is working again and they can find nothing wrong. The service personnel told us to insist on an emergency visit next time it quits, but Sears management says that is not possible. This has now happened 11 times. We are ready to throw it in the trash!

I had a couple of issues with Sears in the past, but decided to give them a second chance. About two months ago I bought quite a few things from them and most of those transactions went through without a hitch, but a couple did not. When I called customer support I was always put on hold. When I finally reached a real customer service representative I was promised that the problem would be fixed. But actually no one ever did anything to help. Sears reps are liars! I'm very disappointed.

I purchased this Refrigerator new in June of 2015 for over $1, 500. In January of 2016 the fridge stopped cooling. It turns out the damper had failed and needed to be replaced. The repair cost $524. This Fridge could not even last a year and a half before breaking down. I called Sears and not only had the warranty run out, but Sears no longer has any local repair service / technician that could repair. Very frustrating and costly.

I bought 4 tires from sears 2 years ago. After one year, two tires were leaking despite having no apparent damage. They couldn't fix one so I had to buy yet another tire. The other one they charged me to fix. Now another year later, another tire completely blew out with no cause. They refused to replace their faulty product and want to charge me more to replace it. Not to mention, every time I went in, I had at least an hour wait even with an appointment. Horrible service, no accountability, and a 50% rate of failure of their products. Do not ever go there!

I bought a high-dollar Gold Die-Hard that went bad after 11 months in service. The battery was tested by a Sears store and a K-Mart store and they both said it was faulty. My problem is that I bought the battery while on a trip and did not keep the receipt and cannot remember the K-Mart store or the town where I bought the battery. The Sears and K-mart people tell me they cannot honor the warranty without the receipt. Is there anything I can do or does anybody know of a phone number or Die-Hard Customer Support system?

Bought a medium-priced ($550) Kenmore Ultra Wash (665 series) dishwasher from Sears in December 2014 and after 14 months the main control board malfunctioned, stopping the machine from activating the wash cycle. Repair costs total $350, but because the 1-year warranty expired, Sears said sorry and cut me off. Technician said this is a very common issue with this model, and its a known problem that the manufacturer (Whirlpool) is not willing to or cannot fix. Not much I can do at this point except to warn people to stay away from Sears when purchasing appliances and be careful when buying Whirlpool appliances.

Had a piece of siding come off. Called Sears on 2/7/16 and was told I would receive a call back which never happened. Called daily since and again was told I would receive a return call which I didn't receive. This siding was installed in March 2015, cost of $10, 000.00. I would never have given Sears the contract if I would have known this is the way customers are treated. Have spoken to 3 different employees that assured me this would be taken care of which as of 2/13/16 has not been resolved. I expect better service than what I am receiving .

Had contract install bike installed it incorrectly stripped screws on mount, console with fan was not blowing on person. Called them back they sent another guy out who had an attitude, I told him to leave, I called Sears and told them to come pick up bicycle the whole experience was terrible want my money refunded

I purchased double pane windows from sears and within a matter of months fog and mold began growing in between the two glass panes. I called Sears and they told me they would have someone out to replace the window, then asked me which window I was having a problem with.

I wondered if they didn't need to send someone out to look at it and was told there was no need, just tell them which window.

The front room has a large stationary picture window with a sliding window on each side, I explained to the woman that it is "the window on the North side of the picture window". Also trying to clarify by explaining if a person stands in the house and looks out, "it is the window on the left".

The Sears installer arrived and unpacked the replacement window and informed me it was for the wrong side...

I asked how long it would take to get a replacement and he informed me he would just "hang it upside down" instead of waiting for a replacement.

Now the window doesn't close properly, it does not lock at all and even after calling Sears Home Services numerous times they tell me there is nothing they can do about it.

Buyer beware...

Bought mine after Katrina...been having it since Dec. 2006. Had to replace the ice machine motor...now today 2/2/2016 went home to a smell in my kitchen..opened frig and wow...light was on and had melted the plastic around it. the sockets were black and the top of the frig now has little bubbles from melting. Unhooked the light and took it completely out. Thank goodness I came home or my house would have burned to the ground. Now gotta get a tech to come out and check the frig to see if I should still be using it since it is still cooling. For some reason the little switches that push down when the doors close to turn the lights off stopped working.

I have been a regular customer since they opened for business, many years ago. Customer service there has become increasingly problematic, apparently due to poor management. On the morning of 2 FEB 2016, I went in to by tires and was told I needed an appointment, so I returned at 2PM as appointed. There was only one employee at reception who had the task of answering non-stop phone calls and taking care of many walk in customers, as well as completing obviously excessive paperwork. The poor man did his best to be polite and efficient at a clearly impossible task while various other employees wandered around leisurely chatting and oblivious to the problem. It took almost three hours just to buy two tires (all day actually). This problem has been increasingly unacceptable to the extent that Sears is loosing reputation and customers, including me. I tried to phone management, but didn't get a call back that day and when he did call he offered no explanation or apology and refused to give me contact information for his superiors. He identified himself only as "Shawn."

I bought a washer/dryer scheduled for Thursday, 12/30/15 delivery (salescheck #[protected]). Told the salesperson I needed them to be stackable, but he forgot to add a "stacking kit" to my order. Attempted to add the stacking kit to my order. Called customer service. I had to call THREE TIMES - once they just hung up on me after I had spent about 15 minutes explaining my issue. Spent 90 MINUTES on the calls. When the delivery men finally got to my home (they called FOUR TIMES to get directions to my house, said they weren't familiar with my neighborhood, and said they didn't know which way north was), of course there was no stacking kit. The delivery men insisted I had to take delivery of the washer and dryer (or else they would not get paid, and/or they would not be able to redeliver them in a timely manner) and could NOT remove my old ones, so the washer/dryer are stuck in the middle of my hallway. Not connected. I asked the delivery service rep, who I talked to “live” on the delivery man’s cell phone, for Sunday delivery of the stacking kit and hookup of the appliances. She said, “What time?” I said I didn’t care as long as it was all done Sunday, 1/3/16. She assured me this would happen.

Friday, 1/1/16, I got a call asking me to confirm Saturday delivery. SATURDAY? The only 2 response choices the automated message gave me did NOT include that I wanted to change the delivery date. I then tried to call the Woodfield store directly (they were open), but was transferred somewhere where it rang about 10 times and then they disconnected/hung up on me.

Saturday, 1/2/16, at 7:03 a.m. (REALLY? WAKE ME UP? For a delivery I didn’t want?) a person from the delivery service asked if I wanted my appliances delivered that day. I told him I ALREADY HAD the appliances, ONCE AGAIN DID NOT WANT SATURDAY DELIVERY but wanted Sunday delivery. He said he couldn’t do that, and said somebody would get back to me. I tried to get back to sleep. It didn’t work.

Sunday, 1/3/16, at about 9:05 a.m. I called the delivery number and talked to Nick first. I figured they had the WHOLE day ahead of them and certainly would be able to get my washer and dryer hooked up, since I had to go back to work Monday. Nick told me the next available delivery date was Thursday, 1/7/16. I told him that was unacceptable since 1) Sears had made so many mistakes and needed to fix this immediately, 2) I have a little thing called a job and can’t be home to accept delivery during the week, and 3) I was already tired of tripping over the washer and dryer in my hallway. Nick said Thursday was the best he could do. I asked to talk to a supervisor and got Joseph, who was extremely condescending and unhelpful. Repeatedly. He said he could get things fixed on Monday, 1/4/16, but I told him about the little thing I call a job and said I could be home by 6:00 p.m. to take delivery. He said that was not happening. Then he told me the next possible delivery date was Wednesday. Perhaps he didn’t understand, after repeated times of telling him, that I work and can’t be home during the day. He asked me (in his condescending tone) how I thought I could have a Sunday delivery when the warehouse is closed on Sundays and Sears doesn’t deliver on Sundays. I told him AGAIN that Meegan promised me a Sunday delivery. I asked how I was supposed to know that SEARS WAREHOUSE ISN’T OPEN ON SUNDAYS AND SEARS DOESN’T DELIVER ON SUNDAYS. He had no answer for that. We went around and around, him offering Wednesday or Thursday delivery again and again. He offered me 100, 000 Shop Your Way Points for my trouble, which he said equaled a $100 value. I said that was meaningless to me since I WILL NEVER EVER SHOP AT SEARS AGAIN. He became quiet and waited for me to speak several times. I was never abusive, although I certainly wanted to be. I told him I was done arguing with him, and that I expected his supervisor to call me the next day (Monday, 1/4) with an acceptable solution to this issue. He said that would be fine, but it would just be him calling because he was the highest level employee to deal with this issue. I said everyone has a boss, and I want yours to call me, but he again told me it would just be him calling me. I had to tell him that I was going to hang up several times before I just did it. He would NOT give up. He called me about 2 hours later to schedule delivery – for NEXT SATURDAY. I was so beaten down by this time that I said ok, but that I was going to escalate the issue on Monday, 1/4.

One of the delivery teams (there have been 4!) sent to my house managed to unhook the hose from my water softener to the drain, so when it regenerated it flooded my laundry room, powder room, and kitchen floors. Plus damaged the drywall. From then on, the water softener leaked water constantly as well, so I had to trudge through a wet laundry room for 2 weeks until Sears FINALLY sent a plumber to fix this issue.

The next issue was despite there being many teams out, my appliances STILL were not hooked up correctly and moved 6-8" each time I used them. Lo and behold, some large shipping bolts had been left in.
Now I'm battling with Sears to get them to fix the floors and walls they damaged. (Oh, and the dryer doesn't work for more and 5-10 minutes at a time; have to constantly restart it.) They really don't care about all of the damage and stress they have caused me, which is what makes me the maddest. DO NOT BUY FROM SEARS. EVER!

This washer is garbage. It only uses about an inch of water. The clothes never get completely wet or agitated. The just sit there in a lump and barely move at all. The washer itself smells, the clothes come out smelling even worse. You can only us about a tablespoon of soap, otherwise you get other problems. You cant get clothes clean by just getting them damp, I dont care what you say.

The entire design of these washers is flawed. I want this piece o garbage machine replaced by a reliable (Older) unit.

Purchase a Sears Kenmore Elite 795.7205 in mid 2012. I started experiencing problems mid 2015 of loud fan motor noises and then complete loss of freezer compartment. A tech defrosted my frig and replace an evaporator fan motor. Total cost $243. He indicated he checked the main board and it was fine. The same problem occurred in early Nov 2015. I lost my freezer just before Thanksgiving. The tech said I did need a main board and defrost sensor. Total price. $433.35. In early December, the same problem occurred again but now I have lost my ice maker. Getting code of Er 1F. Now I need a new Defrost Heater. I am very suspect of the sequential repairs being advised to my tech by LG's Tech Support Center. I am paying the price for them to guess what is really going on. Other posts on this sight. I am willing to join into any class action suit regarding the energy rating scam. It clearly appears to be a root cause to design flaws. I am reaching out to the rest. I am at [protected]@hotmail.com.