Sears
Reviews and Complaints

I am writing a complaint on this board before a place a complaint with the Better Business Bureau as a courtesy to see if someone can help me resolve an issue before I file a claim and reach out to my local Atlanta, GA television station and ask their investigative reporter do a piece on Sears' Master Service Level Agreements and what a sham they really are and how hard it is to get Sears to live up to their agreements with their customers.
I have a master service level agreement with Sears. The agreement number is [protected]. My case number is 5989744. I have been without a properly working fridge for 8 weeks. I spoke to one of their claim representatives last week on 9/19/18 and was told incorrect information and that she was reaching out to the Sears parts department and they should contact me with 24 hours. No one contacted me so I called back on 9/20/18 and the next representative gave me different incorrect information and said it would take 3 to 5 days for someone to call me regarding my parts. No one ever called so I called back yesterday 9/27/18. I spoke to two of their claim representatives at different times yesterday . One said it could take up to another 8 weeks before they receive the part to fix my refrigerator because it needed to be made (this was a lie), the other rep told me the original service call and parts ordered on August 1, 2018 was improperly handled by one of their third party service companies Appliances-R-Us located in Gainesville, GA (blaming someone else for Sears' non ability to handle things correctly) and was told the Sears service representative would not able to assist me. She said I need to have another service technician come to my home which would be a week out and have him re-order the parts that I didn't receive even though half of the parts order was received and the re-order of the missing parts could take another 4 to 6 weeks to arrive. This is unacceptable and I would like my non-functioning refrigerator replaced. Not having a non-functioning fridge for 16 weeks is not acceptable and the unit should be replaced. My hope is Sears would stand behind their Master Service Agreements, handled this properly, and replace my refrigerator with a new working comparable GE Profile Side by Side Stainless Steel Counter Depth refrigerator.

I have spoken to several Sears service and claims representatives and they have all provided me with different information regarding my refrigerator and this is unacceptable and horrible customer service. None of the Sears representatives are able to give me the real story or have the authority to rectify the situation correctly.

Thank you,
Ed Ricks
Phone Number: [protected]

We went to sears at the mall in onalaska wis and the service was the worst that I had ever dealt with. The girl that we talked to in the dept took her 4-5 hours to complete the transaction and she had no idea what she was doing. She never explained the leasing agreement associated with the lease and when we finally took the lawnmower home it did not work on our lawn and we went to take it back and she said we could not return it, it was 1 week later. We asked about wheel weights because of the hills and she did not know how to order them. I ordered them myself thru sears. I have paid my payments every month since the transaction and was told I would be done in september. I called to check and they said the balance was still 1056.00 and I said "for what"? They said you have a balance on the tractor of $372.70 and the rest is charges for the lease. I know now that I learned my lesson and I will never buy from sears again. This has turned into a very bad place to shop, the service alone was a scam and the final outcome was a scam.

Oh goodness. This has been the biggest nightmare. I have the worst taste in my mouth with sears.com. I ordered a mattress Aug 1st and we chose the wrong size, we called immediately and spoke with someone who processed an exchange for us right away but then i received an email that it was canceled. I called and spoke with "Aubrey" from the Philippines. She was unhelpful and decided we had to wait 30 days that way they could charge us a new delivery fee, restocking fee ect...we did as we were told and after 30 days, called to start the refund (we were only going to do an exchange but our money will not be spent with that company ever again). The refund was processed 15 days ago, the mattress was picked up 13 days ago and we still dont have our money. Every single time you call, you get put on hold for 20-45 min (I have screenshots of my call times), transferred a billion times or just completely hung up. I have no one to help me. Sears has my almost $1, 000 and the mattress. Isnt this fraud or theft?

DO NOT PURCHASE from Sears. This is a warning. I purchased an Electrolux dryer back in August 2018. This was $800. It came 10 days later and it was so damaged it could not be used. They finally picked it up about 10 days later. I was told that I would receive a refund in 10 business days after pick up. I have called daily, sometimes twice a day and I can ONLY speak to Philipinos. They have NOT returned my money, I have no appliance and I cannot speak to someone in the United States.

bought this product from sears oct 2013 paid like 500 - 600 for this product and the other day it caught a fire inside the unit filling my kitchen full of smoke it was wire smell not really happy with this at all considering that it is not used a lot model number is 85049 was so happy that i was right there when this had happened or I could of burned my whole kitchen the unit is unrepairable so I had to go out and by a new one not a kenmore |I dont trust it not looking for a repair but a refund of some sort it just cost me another 600 for another very disappointed

Had purchased the lawn mower from Sears in Charlottesville had it deliver came with flat tire and the deck was dragging on the ground called Sears they came and fixed the wheel and said the deck was where it was supposed to be used the mower on the highest level gouged big piece of grass out of my yard
Drove for 2years and the attachment to the engine where the oil is pumped into the engine under the pressure blew of and blew a whole in the engine now I am out 2800.00dollars had to buy another mower O want compensation for my loss

On 9/17/208, I called Sears extended warranty for my Kenmore washer. The door of my front door washer was squeaking every you open it and the agent said i was still under warranty until 9/18/2018 and he scheduled the repair for 9/18/2018 from 10am to 2pm.
On 9/18/2018 at 10 am, I got a call from an agent saying that the tech called out sick and they have to cancel my appt. She asked what was the problem and I said again that my front load washer door was squeaking every time I open it. she said they schedule the wrong tech and she will be sending the repair tech for Friday 9/21 from 1pm to 5pm. on 9/21, the tech came in and said he does not any tools to do any repairs and he can start my washer to seat was running fine but I told him it was running fine and he said that sometimes they put the wrong code in the system and that he will put it in his notes and call back on 9/22 to rescheduled, He was here for less than 5 minutes.
On saturday, I called to reschedule and spoke to rude person that told that my warranty expired and that i have to pay if i want someone to come out .
I called when I was still under warranty but your company cancel the appt and send someone that did nothing. he said he will give me 30 % because of their scheduling mistake.
This was a breech of con tract from you, I called when I was under warranty and you can listen to the recorded transactions that i explain the problem of my door .Your company cancelled my appt on 9/18/2018, which was still under warranty.
I hope to get an answer to resolve this.

Jacqueline Awad

[protected]
[protected]

On June 25, 2018 I called for service on our refrigerator. My protection plan is good until 2021. The repair service was scheduled for July 3rd. I called on July 2nd at 13:31pm and confirmed the appt. I called again on July 3rd at 0750am and again confirmed the appt., I spoke to Evan. Waited all day for the service technician, they were suppose to be there between the hours of 8am-5pm. I called at 1711 on July 3rd and was informed that the technician had called in sick. No one bothered to let us know, the service was rescheduled for July 6th, 2018. No technician showed on that day, I called after 5pm to see why and they claimed that we cancelled the appt, which was not true. Next available appt would be July 10, 2018. Parts had to be ordered they were installed on July 19, 2018. They did not correct the problem. Another repair visit on July 26, 2018. Additional parts had to be ordered, they were to be installed on August 3, 2018, but the parts did not come in. I was told the parts department would contact me for the next appointment date. Next repair service was August 23, 2018, technician broke the part when installing it. Another repair service for September 4, 2018. New parts installed still not working, next repair date for September 13, 2018. Additional part installed on that date, refrigerator still not working properly. Our next repair is scheduled for September 28, 2018. I have kept daily records of the temperatures in both freezer section, and the refrigerator section. On September 13, 2018, I asked what the process was to get a new refrigerator as per the protection plan, he stated that he didn't know. I have requested multiple times to speak to someone about this I just get a run around, no answers. It has been a great inconvenience to reschedule our lives around the repair visits as well as missing work. The repair center has multiple contacts to reach me, I have an answering machine and I do return messages, my cell phone is [protected] and I am a nurse and work in a hospital the number there is [protected], option 1. I will not accept the fact that I cannot be reached as other complaints have been answered.

Going on 3 weeks and my washer is still broke.
Technician came out 1st time and said it was the transmission, he had to order one it would take 4 days to get it and another 3 days for a tech to come out to put it in.
Tech came 2nd time. He has no clue on what he was doing. He couldn't get the old transmission out si he beat the heck out of my washer for an hour and 15 mins. And I am not exaggerating. Finally gets it out, puts the new one in. He called 3 different technicians to ask them how to put it in. Never even tried it out, he said its ready to go and left. I start the washer up and it sounded like it was about to explode. Called the warranty number took me 6 different people til I got someone who spoke a little english. Told her it was still broke and he needed to come right back to get it fixed. She said he cant come back until 5 days later.
Same guy comes back this is now the 3rd time. He does absolutely nothing looks in the machine and says I think it's this part I have to order it. It will take 4 days to get the part which was some tiny part cant recall the name, another 2 days before a tech could come put it in.
It has been 3 weeks now. I have had to take off of work 3 days unpaid and multiple trips to the nasty laundry mat. This has been a total nightmare. Are these technicians even certified?
What is it going to take to get this washing machine fix correctly! I've been buying sears appliances for 25 yrs but I will never buy another one from them.
[protected]@gmail.com

We bought a Sears Home Warranty contract back in March.On 8-21-18, washer service repairman showed, indicated would order parts and return. 8-30-18, another repairman showed and indicated after a search, parts were not available. I was advised to contact the warranty company to recover, as per the contract, a replacement washing machine. I called, and they advised the repair company closed it out and I would need another to come to the house. 9-6-18 and 9-14-18, called again and was given another service repair to call. (Soni Appliance). Left a voicemail, they called me back pn 9-18-18. Set up an appointment for Friday, 8-20-18, after 1pm. As of 6pm, no show. Called Soni Repair, and of course, got a voicemail. Well, it's been a month and no results yet. Latest claim is SCCL95H7BF-1. At this point, the rating is barely a one. One way or another this will be resolved, I don't give up. The company has no problem with deducting their fee of $50.00 a month, start honoring the contract. Highly disappointed..

Thursday, Jul 26, 2018, our refrigerator quit cooling. At 4pm I called a Sears Home Service adviser who told me that I should unplug the unit for 30 minutes, then plug it back in. He said that this was common issue and it should start cooling. I checked it later but the refrigerator didn't appear to be cooling like it should.

Friday morning, July 27, 2018, the refrigerator never cooled down. All the food in the freezer and refrigerator was ruined. I contacted, via chat, Sears Home Service again regarding repair of the refrigerator. An appointment was confirmed for Thursday, Aug 2. 1-5pm (a week after it quit working)

Thursday, Aug 2, 2018, the repairman arrived near the 5pm time. He checked it out and determined that the compressor was out of Freon. So there was a leak somewhere but he was unable to isolate it. There was no sign of oil on the condenser or any connections that would be expected from the leak. He ordered the condenser coil, a dryer, and one other part. He scheduled a return visit to install the parts for Thursday Aug 9 for 10am-2pm. (2 weeks after it quit working.) The parts did arrive in a few days.

Aug 9, 2018, the repairman didn't show or call. After 2pm I called Sears Home Service to inquire. They were not aware that the repairman had not shown up and didn't have an answer for me but to reschedule the appointment for Wed, Aug 15, for 10am-2pm. At this point I was very unhappy and without a refrigerator for 3 weeks. I called the number for scheduling (wherever that was) and I explained what had happened and that was totally unacceptable. The service advisor on the other end could not speak clear English, so I asked for a supervisor and explained my issue again. She replied very faintly that she would check into it and get back with me. She never returned my call. I contacted, via chat, a Sears Home Service advisor and shared my information and told him that I wanted an earlier appointment and that I wouldn't be satisfied otherwise. He did reschedule the appointment for Sat, 11 Aug, for 8am-12pm.

Saturday, Aug 11, 2018, the repairman arrived at 12pm but was not able to install the parts because they required welding. His torch had broken that morning and he was not able to get a part for it. I contacted, via chat, Sears Home Service and explained my situation and requested a new schedule for the repair. So it was scheduled for Thursday, Aug 16, 10am-2pm. As you can see, I lost a day by trying to get an earlier date.

Thursday, Aug 16, 2018, (we are now 4 weeks without the refrigerator) The repairman arrived at 2pm and started by replacing the dryer, and charging the compressor. He checked all the lines and condenser to find a leak. He contacted the Sears headquarters technical rep and explained that there was a Freon leak in our unit somewhere and he suspected the leak was somewhere in the side wall of the refrigerator and wouldn't be able to repair it. He recommended replacing the refrigerator. The rep initially agreed to that, but called back later and changed his opinion. He told the repairman that he would have to prove that the leak was in an area that could not be repaired. The repairman was extremely upset, but continued working until 7pm to comply. He then cleaned up and left, rescheduling a return visit to check the compressor pressure. The refrigerator was working well and cooling down after the compressor was charged. Return visit was scheduled for Aug 22, 8am - 12pm. The remaining 2 parts were left at the house in case he would need them on the return trip. We placed ice bags in the freezer and water containers in the refrigerator so it could operate efficiently. We didn't trust it enough to put food in it.

Wed, Aug 22, 2018, the repairman arrived at 8am and checked the temperature, which was holding in the expected range. He checked the compressor and all the lines and saw no evidence of a leak. He said maybe he fixed it accidentally. He closed the service order and took the extra parts with him at my request. We started adding a few items to the refrigerator each day, but never purchased regular grocery items because we still didn't trust it.

Sunday, Aug 26, the refrigerator temperature started increasing gradually. The compressor was running but not cooling like it should. I contacted (via chat) Sears Home Service Wed or Thur when the temperature was above the normal operating temp range. A repair appointment was scheduled for Tue, 4 Sep, 1-5pm.

Tuesday, Sep 4, the repairman arrived at 1pm, checked the temperature in the refrigerator. Both sides were around 70 deg. He next checked the compressor. It was hot and well above the normal operating temperature. He said the compressor was shot. All the Freon had leaked out of it. IMAGINE THAT! The repairman ordered a new compressor and scheduled an appointment for Saturday, 15 Sep.

Wednesday, Sep 5, I contacted, via chat, Sears Home Service to let them know that I did not receive a schedule confirmation for 15 Sep. He advised me that the compressor had been ordered from the manufacturer and that I would need to call when the compressor arrived and they would help schedule an appointment. My question was "does that mean that I don't have an appointment for Sat, Aug 15. He stated that was a temporary appointment and that I would have to contact Sears Home Service to get a firm appointment date. (So here we are without a reliable refrigerator for almost 6 weeks)

Saturday, Sep 15, the repair technician came out to install the new compressor. Removal of the old compressor took quite a while. I had to loan him some tools to get the back two bolts out. He also replaced the dryer, but had a difficult time sweating the joints. One of the three lines mating to the compressor would not weld properly. His oxygen tank ran out so he had to leave to get it filled. He brought another repairman back with him so I thought he was borrowing his tanks. The other repairman must have had more experience with welding, so he worked on it. The process required removing the line re-cleaning both connection ends and re-welding. When heating the tube on the compressor to remove the excess solder, the compressor sucked the solder inside. This is obviously not good. They placed an order for another new compressor and left. Since it was Saturday, they could not schedule another appointment, but they assured us that if we would contact scheduling when the new compressor arrives we would get immediate priority for the repair appointment. We were also told the compressor was placed on an emergency order. (We are now 7 weeks after the first call)

I first need a repai request on aug 18th 2018. The repair man came out and did his diagnostic on my washer. The service department he calls said I needed all new interior on my washer... That (new tub, the gear box, motherboard, the tub housing and whatever else goes in there$1600 in parts). The parts come in. A different technician comes (and there were supposed to be 2 technicians this time) anyway he says my washer needs a different part. That part comes in. By the way he even says why didn't I just get a new washer from you guys. This is 4 weeks now. So I have 2 different technicians come and rebuild my washing machine, 5th week now. And they have never done this before. The technicians ask the same question also... Why not a new washing machine. They get it together and guess what they have to order another part. What a surprise. So the part comes in and my washing machine still doesn't work... Wow. Sears send me an email stating they can give my $593 for a replacement... Then I still have to come out of my pocket to get a compatible washer to the one they messed up on and top it off wait 10 day for that... Wth. I have spent hours on the phone trying to resolve this problem... I spend $30 a week at the laundry mat so its costing me more money and to top it off sears home warranty is trying to charge me to cancel this extremely sorry service. I am a majorly unhappy camper... But they seem not to care about their customers or good customer service. I will never refer your service to anyone. Today date is september 20th 2018 and I have no washing machine... Another laundry mat visit this weekend. If this was a star rating it would be 0 stars and a big fat f

Is there a reason why nothing I tried can get me to buy anything at your store. Once I'm ready to buy an item my password does not work, request for entering a code is never correct, filing for a new password is ridiculous and I am not even sure when I complete this request that it would go through? I am trying to buy a drill, good luck with that. To tell the truth there are other problems that I would not get into at this time and I just trying to buy a drill drive?

Just bought this fridge 2017. New from sears. Two weeks later a horrible rotten smell. Found in the back of the fridge a rottin liquid was in the condensation pan. This should have no liquid in it. Red in color. Cleaned it out. Two months later the smell is back. I feel like something is in the back of the fridge that died and now is rotting. Will be taking it apart again further. If I find a rotting rodent from sears wherehouse got in their. I will be sueing. Disgusting But what else could it be? Help? Nobody wants their kitchen smelling like this

Having issues with my refrigerator having multiple techs come out and nothing has been fixed. I requested a replacement and they say I do not qualify that only 2 of the visits do and I need 4 or more within 90 days. But they want to schedule the techs every 3weeks. But every time that I call they change there requirements for the replacement. They have me back and forth with them with this issue and my food continues to get spoiled.

This. Is a long story but the short version is I ordered an item that said it was available at Sears parts direct online. A few days later I got an email saying it was on back order. I called to get my money back and I was Informed 24 hrs with confirmation email about the issue. No email, I call they say 3 business days. That time passed and I called back and they keep giving me the run-around. I've spoken with about 10 representative and 3 manager no solution. Won't return my money. No valid excuse or reason why I can't get my money back. They keep lying to me saying different things none of it is true. The last call I made on September 17 they told me no request for my return had been placed! Seriously! And I've talked to all these people in the past 2 weeks and now you tell me this. Just a bunch of lies to avoid giving me my money back. I asked to speak with manager. Was told they would call me within the HR. Didn't call. I called back and they had me on hold for 1hr and 2 minutes. No answer. I call a third time to speak with manager and they totally brushed my concern off told me more lies and I waited another 45 min for manager that Never came. The manager won't call me back. This is a huge message and I want my $250 back and ik contacting legal help at this point.

On 9/2/18 I purchased a under counter microwave for my boyfriend, discussed with sales person that this might be a duplicate purchase as I could not reach my boyfriend to see if he had already purchased, it was a Labor Day sale and a good buy and was assured "no problem with returns or cancelled order". On 9/5/ we were to pick up the microwave at the distribution center but my boyfriend had already purchased a microwave so we cancelled the order, 9/5 called the store spoke with sales person "my register won't do a return transaction" so I spoke with The manager Autumn was told the same thing "problems with return transaction" gave her my ph # she said she would call me back, which she didn't. Called again on 9-13 was the same thing. 9/17 Called this evening spoke with autum told her I still had not received my refund and this was trying my patience, she abruptly changed her tune and became very agreesive and told me "You should receive a credit in 8-10 business days,"I told her if she had told me that to begin with she wouldn't have to deal with me this evening"she said" I never talked to you!"I have the phone records to prove otherwise." I told her that I would calm down, as in the past I have been a General Manager and understood that With the job comes a lot of responsibilities, she said "Have you ever been a Manager at Sears?" "I said no I had not" she said "well then you have no idea" she hung up on me.
End of conversation.

Was planning on making further purchases for my new home at SEARS but after my conversation with her have decided to shop elsewhere, so disappointed with customer service.

I have had a Sears warranty since 2005 and have had 2-3 claims during that time. My refrigerator (a Sears product) is giving off a gas/chemical smell, so I called repair service about 2 months ago and they sent one tech that said he ordered a part and when I called a month later - they had no record of the part being ordered so they sent another tech and he said he couldn't find anything wrong. When my daughter came to visit and she noticed the smell again I called to have them come out again.. This tech stood in front of my refrigerator, never took is tools out and told me nothing was wrong with my refrigerator and left!
I called to report his actions and they said they would send another tech out... If you're keeping count, we are now up to the 4th tech to come to my house and still not have the problem fixed! I am soo over this! I told them do not send another tech to my house unless he is a supervisor! Now, the tech that came to my house today said he was sent to install the part - the part that no one knows about or where the part is... So that was a wasted trip and a waste of my time! Now, in order for me to get a replacement, after 4+ visits and still not repaired, I have to wait for someone to say they cannot repair it!
This is ridiculous HAVE YOU TRIED CONTACTING SEARS LATELY? All communication is sent to the Philippines - no one answers the phones in the stores - they all go to the Philippines! What happen to having jobs in AMERICA?

I ordered an ice box on Sept 4th 2018. They took my money within 5 min for 465.65 then sends me an email they do not have it. I called them they said I could pay full price for another one and they would refund my money. In 3 to 5 business days. I am a widow on limited in come. I did not have another 500 to 700 to buy another one after they took my money. I told them to cancel my order. I got this email.

Regards to your order # [protected]. We have received your request regarding the cancellation of the order. As per our order details, the item was cancelled on 09/04/2018 and the refund will reflect within 3-5 business days in credit card.

I still do not have my money! Every time I call I am given the run around let me check into to that. They come back and say I have sent your concerns to your refund dept.

Can you help me please get my money back.

We purchased this refrigerator approx. year ago We have had a terrible odor coming from behind the unit, like a dead mouse. We googled this problem and found that there are lots of people with the same problem. We paid over $2, 000 and would like this resolved asap It is causing the whole kitchen to smell really bad. Our contact info: [protected]@yahoo.com or [protected]@yahoo.com [protected] or [protected]
Dorothy Clark and Gregory Miller We request either a refund or complete repair