Sears
Reviews and Complaints

Back in mid-November our Sears Kenmore Refrigerator broke down. I have appliance repair insurance through Sears. I called them and a few weeks later they came out. The Technician sprayed Freon inside the refrigerator and told my wife not to open the refrigerator for 24 hours. I got home, learned of what happened and said this ridiculous and immediately called them back to set another appointment. To make a long story short, The technician has been out four times and the unit still is not fixed. It has now been 3 ½ months we have been waiting and it is still not fixed. They have a “Don’t Care” attitude. In late December the Tech came out and my wife did not hear him. When I got home I called and asked where the Tech is. I was told that he was there and she didn’t answer the door and because she did not answer the door, the Sears woman said she is making us go back to the beginning and start all over with Sears. Like we are being punished. I have made abound 2 dozen calls to Sears and still nothing. I keep calling 2-3 times a week and get a different story each time. Recently its now been over 5 months going on 6 months I have been waiting. Today I received an appointment notice for a service call on 4-4-23 for the refrigerator. The tech determined the refrigerator could not be fixed 4 months ago. I have no idea who set that up. Its not needed. I am currently dealing with the Warranty Protection Dept for the the replacement and seems to be going in circles.

There is no senior management there that I have found to complain to

Its almost been 6 months. Isn’t that incredible?

Your help would be greatly appreciated.

chuck Flagg - [protected]@comcast,net

I purchased a Master Protection Plan for my Central a/c and heat system when I had it installed 20 years ago and after going through 4 compressors and a heat strip in my air handler, I continued to renew the agreement to the tune of several hundred dollars a year because if it can't be fixed, Sears is supposed to replace it. Well, Sears will not replace it now that it is not repairable according to the Several tech's that have been sent out in the past month. I have spoken to the call center in India several times and they read from their script telling me how sorry they are and repeatedly tell me that I should give 3-5 more business days and then Sears will get back with me on information on a replacement. I have been without heat in my home for nearly a month now and am getting the same responses. I have been given a worthless claim number that according to some of the call takers doesn't even show up on their computer anymore. Tomorrow I am getting a new system installed that is going to break the bank on top of the money I have spent to keep up the worthless agreement I bought from Sears that was supposed to prevent this very thing. I can't keep my family in the cold anymore and I am sure that is exactly what the people running Sears count on when they pull these Master protection scams. I am telling anyone that I care about to not waste the money on a dead beat scam operation that Sears has become. I have submitted pictures to give an idea as to how my heat/ac system has been left by the "Techs" the last time. I would have taken pictures of the thermostat that was also fried by the first tech but he replaced it so the new one is now operating nothing!

Called sears and they sent out a technician on 2/28/23.

He changed the Auger Motor Assembly and charge me $25.41 for the part and $362.73 for labor even though he was only here for an hour.

Still the fridge did not make ice. Another technician came out on 3/3/23 and found a piece of Styafoam in the auger motor and removed it.

Still the fridge was not making ice.

I contacted Samsung and they arranged for a company to come out and look at the fridge. The technician from this company diagnosed the problem with his phone and the fridge has been making ice since his visit.

I contacted Customer service on 3/10/23 requesting a refund and was told they were going to send an email to billing and that I would here back within 2 weeks. As of today 3/27/23 I have not heard anything.

I have also disputed the charge with my credit card .

Im using this page for complaining about a tv warranty that you couldnt fix, the person who came to my house told me that there was nothing to do, That he was going to report it. So I have been calling every other week since he made the report. This was 0n May 2021 and by today no one tell me something positive about this. my contract number is73947335000100. the gave me two case numbers the last one is 7388617.

Our refrigerator has a broken part, 3rd time.
The Sears Protection Agreement we had on this refrigerator expired on 10/28/2022.
I started the request to have a broken shelf replaced on 10/06/2022.
This will be the third shelf we have had to have replaced since purchasing the unit.
Three shelfs were sent to the house and none would fit.
I now have a piece of plywood in the refrigerator supportintg the slide out bins!
Sears has played games of looking for parts locally and elsewhere.
I have had techs come or I have contaced Sears on the following dates:

10/6/22, 10/17/22, 10/31/22, 11/1/22, 11/2/22, 11/3/22, 11/4/22, 11/23/22, 11/24/22, 12/22/22, 1/7/23, 1/9/23, 1/19/23, 2/6/23, 2/20/23, 2/25?/23, 3/20/23.

The last contact I had prior to today, 3/20/23, I was told that no parts are available and that I would be submitted for replacement of the unit under the agreement and be notified by email within 5-7 business days. Today I was told that I had to have a current agreement for replacement to be an option. I have read the contract that I have and have not seen this statement. I questioned the SEARS representative why I would renew a contract that SEARS has shown will not live up to? NO ANSWER.
I asked if there is someone else higher up the food chain I could talk to?
Answer was there is no one else!

I ORDERED TWO Refrigerators, they were delivered. The technician noted, during set up a broken "Deli drawer" and said he would order a new one. I realized after several weeks I did not receive a replacement Deli drawer. I called Sears customer service number and I stayed on the phone 1:41 and counting trying to get the status of the replacement part. I was transferred 10x... it was clear my call was outsourced, which is not the issue alone. i could not get the part I needed. finally, I was able to speak with a CSR who said they would order the part. I am in total disbelief at how this could be the case with a company like Sears. I am completely disappointed. I hope to get the right replacement part in 10 days or more.

My 2016 Kenmore elite ice maker was not working and the freezer was not as cold as it should be. We scheduled a technician who confirmed that the compressor was not working correctly. He said the compressor for the model was known to be bad. The warranty for the compressor is covered for 10 years. The technician was here for 1 hour and charged us $662.33 for labor. I’m not sure how or why we were charged that much money. Can you please explain the labor rates?

I have requested several times for this " Account Care Insurance" to be removed from account, this Account Care is still stealing from me. My next course of action will be to close my Sears account and I do not want to that. You are looking fo a way to not solve this problem. I last requested in January 2023. and I noted today 3/4/23 3:00pm there are charges from these crooks on my sears credit card account

I have had a Master Protection Agreement with Sears for many years and was happy with the product. But, things have changed radically under the administration of a new company. My refrigerator broke on Jan 2. A repair man came to the house and said that he needed to find a part. I heard nothing and called Sears. Turns out that a replacement part was unavailable and I was entitled to a replacement refrigerator. According to their notes I was authorized for a new refrigerator on Jan. 19. Since then, I have been calling Sears (the correct department that deals with Master Protection Agreement problems) and getting the run around. The people with whom I speak seem to be located all over the world and there is no way to speak to any employee more than once. Each person assures me that they are escalating my issue to the correct team and that I should be hearing from someone within the next few days. I have spoken to at least 9 different Sears employees since Jan. 19 and am now calling Sears every other day. There is no longer any accountability to customers or any way to lodge a complaint directly with with Sears. I am also supposedly entitled to a $300 check for reimbursement for the food that spoiled when my refrigerator broke. It's been coming in 7 to 21 business days for two months.

I have a home warranty plan # [protected] and had a repair called in for my washing machine, service order SCCR2340655B. Tech came an examined machine, ordered parts and scheduled return visit on 3/3/23. Received text on 2/16/23 confirming return visit. Today after I call and it takes me 40 minutes to finally get the wrong department to answer my call to be transferred to the correct department. I am told that my appointment is now scheduled for 3/13/23. I have taken off from work to be available today and no repair will happen. Parts are in my house and I tried to talk to a supervisor. When switched to Katherine, she point blank told me that my appointment is on 3/13 and not before. She gave me Sears number [protected] which does not recognize my number and will only tell me to go online. Cannot talk to I live human and have no resolution available. Cell number is [protected]. Thank you, Larry

Dear Sears,

Complaint Regarding:

Unit number 000-7108.

Service order number [protected] Kenmore refrigerator covered by

master protection agreement,

On 2/16/23,your service tech came out because our refrigerator freezer was not working. He ordered parts for compressor replacement and made an appointment for 2/27/23 with 8-12 window. I told him I wasn’t happy with being 11 days without a refrigerator and he said to contact Sears about it.

I tried to call but just got automated lines.

I then read thru my warranty and tried to do the food loss application online but it kept saying it would not submit. I then called and went thru the automated system and finally got through to Lucy who assisted me with submission.

Forward to 2/27/23-by noon, no one had called no one had text re our service. We only had an email from the night before saying that a service repair was coming 8-12. I clicked on the email link and then it said the person was coming at 3:15. I was not happy because I had an important doctors appointment in Newport Beach at 4 o’clock that day. So at 1:35 I decided to chat with Sears automated agent, Kendall, I expressed my frustration, and then Kendall forwarded to a live agent. I didn’t want to miss my doc appt if no one was coming. The agent assured me the Sears would come on 2/27 as promised. Increasing my anger, the agent kept trying to sell me stuff through the chat line. I asked to speak to a customer service representative. Then the chat agent just left the line. Around 4 PM I get a call from Sears on my landline just saying they’re confirming appointment for tomorrow. I became very frustrated so my husband started trying to call people through our warranty plan he ended up talking to Nicole, Ray, Thea and Sean and got nowhere. Not even a confirmation for rescheduling or number to call the technician who was supposed to come out.

Then we get an email with a picture of taken in front of somebody else’s house.not ours!The tech wrote that we weren’t home and that the tech had come to the door. That did not happen—my husband was home the entire time and by the landline and cell phone. We had no number to contact the tech because Cliff O, the tech, had not called or text any time that day to keep us informed. The email link kept saying to call the number from the technician texts or calls. But the tech had never tried to call or text on 2/27. Therefore, we did not have a way to contact him. again, the technicians name was Cliff O. By then we were both fuming mad. At 5:24, I tried contacting Sears repair again and went through this whole automated process and finally got junior on chat who just kept saying sorry but would not give me a supervisor. I wanted a tech to come out that evening or next morning but junior only offered 3/2/23. I accepted an appointment for 3/2/23 8-12 but asked to be called by a supervisor asap without success. Then Junior just left the chat. To date, supervisor has contacted me at all! I took screenshots of all the chats. It is now been 14 days two weeks with no refrigerator freezer. This is ridiculous.

We paid good money for the master protection plan every year for over 20 years and luckily we haven’t had to use it for any serious repair until now.When we finally need to use it.this is what happens.

I would like to know how you will make this right. I would like a customer service supervisor to contact me asap.

Also, if the repair does not fix the problem when the tech finally comes out and changes compressor, I would like a replacement asap.

Sincerely

Cindy Escamilla

Whittier. CA

I purchased a refrigerator 4 months ago (Nov 25, 2022) and I have no received yet. I'm trying to cancel the order. The purchase was made online and I can't find a way to do it. Sears.com does not offer live chat. They provide phone numbers [protected] and [protected] and at certain point the call ends. I followed the steps that sear.com provide me and then I called the near store they would deliver the product and they simply couldn't help me they told me to keep looking online. It's frustrating not to contact the staff directly. Now I understand why the company is about to close. I strongly recommend against purchasing products on sears.com. You won't get help if you need it. You will only get frustrated if you need return the product or cancel it for any reason. Fortunately there is bestbuy, home depot, lowe's or others that take care of customers.

I purchased two Die Hard Gold batteries for my 2007 Chevrolet 2500Hd Diesel in November 2022 from Advance Auto. 3 weeks later they were too weak to start the truck after a weekend of single digit temperatures. Advance Auto had me to bring them in to be tested. They charged them and said they are good. This past weekend the temperature went down to 10 degrees. And again the batteries are too weak to start truck. Advance Auto said they can only replace them if they test bad. I spent clisevto $500 for the batteries and havre no confidence in them. Ive had Die Hards in other vehicles for years without problems. Im very upset and disappointed and now have to go elsewhere and spend another $500 for other batteries

I had a repair to my Whirlpool Refrigerator on February 22, 2023. It needed a thermostat. I did not get an estimate up front. The estimate came after the repair. When I signed for the repair service bill I then got an estimate and receipt via email. My complaint is the amount charged for labor. The repairman gave me the full cost of repair ($549.45) and after I got the receipt I looked at the labor cost. The labor cost was $426.93 and the part was $111.64 plus tax. It took the repairman about 20 minutes the complete the repair. I have tried to reach out by phone to Sears Appliance Repair but never got connected to the correct option and never a live person. I also left a voice mail on the repairman's phone but did not get a return call. I just wanted an explanation of how much labor cost is per hour. $426.93 seems excessive for 20 minutes of work. I realize I am paying for someone's expertise to repair by refrigerator but again this seems excessive. If I can provide additional information, please let me know.

Aug. 2022 My outside unit failed. Called Sears and was told next week as we have no repair people in your area. Called at least 50 times between Oct. and Nov. 2022. Wrote Sears., called Sears "we will send a contractor." but never did. Air Conditioner certified contractor passed weekly, non came to our house. Then in Jan. 2023 I received a letter that wondered if I had fixed my unit. When I said no they assured me help was on the way.

So Sears has no intention of fixing the unit and my Protection Agreement is still in affect until Oct. 2023. I am a long time Sears Customer. I bought the Heating/Cooling Unit from Sears on my Sears Card. Yet Sears never fixed my unit and now with summer coming on in Louisiana and 90+ degree temperatures on the way, I am having to service two and purchase a third window unit because of Sears failure to live up to the terms of the agreement. Well being 79 years of age and having suffered last year with several doctor visits because of breathing problem, the thought of another summer of heat is scary. I have the letters, phone records and really cannot see where I should replace the whole outside unit with a protection agreement already in place. I

Sears Services Repair came out and ordered part for my Kenmore Refrigerator. Because of high cost and a replacement frig costing about the same I cancelled the repair and the technician came out and picked up the Parts. I was given a receipt for about $1720 to be returned to me and was only charged for the service call. When asked when I would get the money back the answer was very vague. I can not follow up with any direct phone calls and only get canned automated selection options. I can not find out when or how I will get paid my money. Sears Order number was [protected]. Parts were picked up Feb. 8. How do I get my money back?

I have a Master Protection Agreement with sears. My problem with HVAC is from last 10 months . The outside unit is surrounded by ice whenever the temperature drops. The technician came few times and replaced few parts and finally gave up and wrote a report that the unit needs to be replaced. After 20-30 calls to Sears finally someone contacted and told the contractor is coming on February 16th. No one showed up, again after few calls they rescheduled the appointment to February 21st, again no one showed up.

My garage door is having issues with a sensor. The light comes on randomly and the door will only close by holding the button down. I have made 3 attempts to have it repaired in the last 3 weeks. Every time I have called, they tell me they have no dates or techniques in my area. They will send my request to the escalation team who will contact me within 3 days. Ironically, 3 days never comes. I called today and asked to speak with a supervisor and they would not allow me to do so. They referred me back to the number who sales the agreement plans. I have purchased the 'Master Protection Agreement' plan for years and this is the first time I have had issues.

I gave them 2 options today, allow me to have it repaired or they reimburse me or refund me the money I have paid for the opener to be covered. They told me neither of those options were available.

I have had three scheduled attempts to service an incorrectly installed HVAC pad. The first two service technicians were unable to replace the pad by themselves, but wrote the problem up as incorrect installation of the HVAC pad when initially installed. The third scheduled attempt to repair was for 2/16/2023. After waiting all day, I receive a text at 4:30pm that my repair was cancelled, with no explanation why or date to reschedule. This is Unsatisfactory for a retail chain of this size and would appear to cause terrible customer service. I have a Master Protection Agreement on the product but I'm really questioning if it was just a waste of money or better yet a scam. No service, but payments are prompt.
Sounds like a RIP-OFF TO ME. Future Buyers of Sears Products. B E W A R E!

Reported water heater leaking water on February 13th, requested service appointment as per Master Protection Agreement. Was told no technician is available. Was sent an email advising of a DIY remedy as a remedy, which is impossible for a 74-year-old to do.

When I contacted Sears again, it was suggested to contact an outside technician to address the problem and a reimbursement limit of $350 would be provided.

I explained to the representative I do not need an outside technician to verify the need for a water heater replacement since the water in my basement is quite evident and crack in tank is visible to the naked eye. Representative assured me I would be contacted by a technician within 72 hours with an appointment. Today, I was sent an email again stating the same $350 reimbursement option,

which is not why I paid for a protection agreement.