Sears

We had our HVAC unit installed in 2011 with Sears and it was followed up with a "Whole Home Warranty" with Sears. Throughout the years we called them to do maintenance and clean up on the HVAC unit. In 2022 I requested service regarding insufficient cooling in the residence. Sears dispatched the service technician upon diagnosing the HVAC unit. It was determined the evaporator coil was dirty. I suggested could the technician clean the coil and he responded "It needed to be replaced". The technician stated since we had it installed back in 2011 with Sears that it was time to have it replaced. I told him we had the best Extended Warranty with Sears as you can see in the attachments below that I am paying $69.99 every month since 2011 and the tech told me he would place the order for the coil.

I have been dealing with this company for a year now, service is horrible. The wait time is unbelievable once they answer you’re being transferred. They change the appointment times the same day they’re supposed to show up. They have been to my home 5 days n a row for the same problem. I need to speak with someone in corporate. They makes sure they take their money out on time. Don’t get this home warranty company.

Purchased some clothes from TheMogan, who is part of Sears.com. Had problem after problem with the order, and Sears took ZERO responsibility for any of it. Couldn't get in touch with TheMogan, spent COUNTLESS hours doing live chat with Sears, calling Sears, doing live chat with Sears, calling Sears, etc and they promised me that TheMogan would get my messages/that they would relay the messages to TheMogan. Had to get my bank involved to get anything done with this. WASTE of time, WASTE of money. NEVER AGAIN will I order from Sears.com. This has been a NIGHTMARE.

I ordered a microwave and oven combo appliance from them 10 months back. Its took so long for that to keep in stock (I assume due to supply chain issue). When it became available, they were not able to find an installer (even after charging me full amount at the time of order). After waiting for multiple weeks, we asked for our order to be converted to a delivery. Instead of working with us, they cancelled it without even informing us.

I would give it a 0 if I could. I had an appliance repair for my mother scheduled. They gave me incorrect information. One of the times I actually somehow got a person the guy said he'd expedite a review. I never got a response. I did one more time get a real person and she told me that the amount was written off and for me to write to searscares@searshc.com. I did with no response. I subsequently got another bill. I again wrote to searscares and to searsnschelp again with no response. I have tried calling corporate headquarters (routes into the same automated telephone system), customer support, tried chat, and to the company on the bill which also routes to an automated system. I have no way to resolve this. It has been going on since March 30.

Absolutely awful company. We have a 5 year warranty on our washing machine,that was purchased a few years ago. When we finally needed to use the warranty that we purchased the following happened: March 2. Came and diagnosed washer with oil leak underneath (washer still useable) March 13. Came with new part but realized he needed to take middle part out and could not get it out so told me he is going to order the middle part. (Washer still worked) March 22 came with middle part, broke out the middle piece and could not get bolt off. Then told me he was going to put in for a new washer (washer don't work now cause he busted out the middle piece). Called sears and they said they will send me a voucher for 50$ for laundromat!! (Never seen it to this day.) So called March 23 to see status and told me that I have to wait 48 hours to hear from them.

I purchased a hot water heater from Sears 3 yrs ago because I mistakenly thought they were reliable when it came to repairing their products. It started leaking small amounts of water so I called for a repair. 5 days for them to get someone to my home. In the meantime the leak is getting worse. On the day of repair no one showed up and no one called to tell me they weren't coming. Finally reached someone via chat who minimized the no show, attempted to placate me with an appointment for 2 more days and tried to avoid founding the amount of the repair I had already paid. Not to mention they never told me to turn the heater off so for 5 days the heater is burning up all the propane trying to heat a continuously filling heater. Thus costing me more money. This is not the sears I remember and I will definitely not be buying anything from them again.

UPDATED 03/23/2022: If you want to waste your time on hold for several hours then Sears is champion for moving you from department to department when each time you are put on hold for another hour despite assurances that you will be directly connected. Apart from struggling to understand the foreign customer support representatives I would rate Sears "NO STARS" if I could. Incompetent organization with no understand what Customer Support is meant to be - STAY AWAY FROM SEARS!! BTW I eventually gave up after two days trying to get them to undo their mistake and been on the phone on hold for a combined 8 hrs. YES 8 "EFN" hrs! In the end I cancelled and took a $ loss instead of going through the pain of another hold marathon with them.

In 2010, we purchased an LG refrigerator from Sears--that was our first mistake. It has been nothing but trouble. The icemaker freezes up repeatedly. After the first time of needing repair, we purchased a Master Protection Agreement. While it always took a while to get a repair person for service, it would be fixed. 18 months ago, the compressor went out. While it took a while, the compressor was replaced.

The only phone number anyone answers is on the back of my credit card and they can’t help you with Sears.com problems. Maybe some people can reach Chat, but not me. Their website is a mess, too. No record of my purchase 3 weeks ago? Well, they certainly don’t have to give me any points that way. Just awful.

Sears Master Protection Agreement isn't what it use to be ... today, (February, 2022), I'll say it absolutely sucks! I've been a Sears girl since my mid-20's; I'm 67 years old. I have paid thousands of dollars for Sears Protection Plans over the years and may have requested service a handful of times. I needed Sears Services in mid-2021; took 6 months to resolve. I again needed Sears Services in the beginning of December, 2021 ... it is now February, 2022, still waiting.

I placed an order for an over-the-stove microwave and installation on October 22, 2021. At the time, I received a notification that I would be contacted within 2 business days to schedule the installation. Subsequently, I received a notification that there would be a delay, and that my order would be arriving after November 13. I contacted Sears Customer Service after Thanksgiving, having received no update, and was told that the product had not arrived at the warehouse, and was delayed. A subsequent call on December 13 gave me only the same declaration that it had not arrived at the warehouse. Calling on December 28th, I was told that it had arrived at the warehouse, and that I would be contacted within two business days to schedule delivery and installation.

Paid the extra money for a Sears Kenmore water heater with 12 year warranty. Water heater quit working after only 7 years. Certified appliance repairman tested and found thermostat defective. He and I both called Sears Warranty Department for warrantied replacement thermostat. They said replacement would only be issued if I paid $99 for a sears repairman to first "diagnose" the same problem and then give an estimate to have a "Sears" repairman make another service call and the labor totally at my expense. The warranty doesn't mention anywhere that a Sears repairman has to make two service calls for the warranty to be utilized or that only parts and not labor are covered nor was any of that disclosed at time of purchase.

I bought a new refrigerator from them about three years ago and already have trouble with a fan that is loud. I cannot use local repair people because it was made by Dae Wu and Sears has the parts bottled up so they cannot purchase the parts. I must use their repair person for $99 for a visit and an estimate of $375 for the repair. The local Sears tells me that the name of Kenmore means nothing anymore and their warranty system which costs $50 per month is a terrible buy. They also inform me that the average life of my $3000 refrigerator may last from 3 to 5 years-so much for quality and a repair ripoff.

First, their inept technician misdiagnosed our oven’s problem. Later, the 3rd of 3 parts we needed and which had been back-ordered was cancelled, making the repair impossible. We’ve tried to return the first 2 parts for a refund 6 times! Each time we speak to the Sears Repair Dept (a.k.a. Transformco), they tell us they’ll send us the return shipping labels, but they never send them. And they won’t allow you to speak with a supervisor- it’s maddening! Until we can return these useless parts, our refund is basically being held hostage. This began in 7/2021 and it’s now 1/2022. This is, by far, the worst customer service experience we have ever encountered. Beware, anyone considering using Sears Repair.

Sears has abused and mistreated my 2 elderly aunts, 80 and 89 years old, to their heart's content. They make it virtually impossible for them to get through via phone, so I do it for them. They are disrespectful, they DO NOT honor the extended warranties, and lie. They lie! My aunt's fridge broke down, they lost all their food. One person told me that because they have extended warranty, they would get reimbursed for their food. The next person said they would not and basically, too bad, so sad. Shame on them. Shame on them for abusing the elderly, for lying, for being crooks.

Truly ZERO STARS!! Based on Sear's reputation (clearly a thing of the past!),I opted to have their home services come out to replace an old range hood with a new one. I was pre-charged $209.99 for the work and told installation would happen within the week. That was two weeks ago today! Every time I try to call or chat, they tell me my phone number isn't in the system... Yet it's on the receipt they emailed me! I did reach someone on the 20th who finally told me that she could see the receipt, but that they hadn't found anyone to do the work yet and to give them two more days. Still waiting...

Sears has outsourced all the phone answering and service scheduling for their Repair/Warranty program. It is a horrendous runaround and time consuming experience to get an appointment for repair as the answering and repair service is outsourced to both large corporate and local repair companies which from my experience are understaffed and not sufficiently trained.

I bought a Kenmore refrigerator, 1500/2500 and still in warranty (expires Sept 2022). In the last (almost) year the technician has been checking and fixing the fridge 3 times. In this third time the problem is with the compressor and some hose. When the parts arrived I called and was assigned an appointment for the repair, that was on November 6, 2021. Since then I been rescheduled and confirmed several times: November 8, November 11, November 16, November 27, November 29, November 30, December 6, December 7. Now the 9th reschedule is December 9!!! With my experience, I would not recommend anyone purchase anything or the extend warranty from SEARS!!!!

I had a very poor experience with Sears Home Services. I didn't even want to give them one star.

Clearly Sears has sold thousands if not more of ps5 and Xbox consoles. Then they help the scalpers sell it on their marketplace. I'm sure it's more than just consoles. These scumbags have taken major advantage of the American consumer, and during a pandemic, disgusting.

Back Story: On November 8th 2021 our 5 yr old Whirlpool dishwasher, while in wash cycle, went SNAP CRACKLE and then acrid smelling smoke started pouring out like two large cumulonimbus clouds. On November 8th we ordered a Samsung dishwasher from Sears online, which stated that someone would be in touch within 48 business hours to arrange the delivery/install/haul-away. On November 10th followed up and was asked for my address so they could place a “request for an installer” into the computer. On November 11th contacted them and was told the request is active and someone would contact me within 24-48 business hours to schedule.

Re: Order #**. On Nov 3, 2021, I placed an online order for GE GSD2100VWWW 24" built-in dishwasher to be picked up in Elko, NV on Nov 22, 2021. Later that day, I found the same price point for a dishwasher locally and canceled my order. I'd already been charged and the agent I spoke with told me it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. (It should NEVER take that long for the return of funds. If you can take it out immediately, you can return it in a timely manner.) He said to look for an email CONFIRMING CANCELLATION.

We had no problem with delivery delay of our refrigerator because we knew about shipping problems after covid. However, the communication from Sears is woefully inadequate. Delivery was delayed three times, each time a week. Apparently they only deliver on Wednesday. Each time it was delayed the emails were the morning of the delivery. We would arrange to be home (they don’t announce your window night before as promised).

I made my first report of having issues with my refrigerator since July 2021. I understand that we are under a Global Pandemic and things will take time but 5 months later (November) and still without a solution is the worst experience I have ever have with any company! If this is what Sears call Customer Service I worry for the future of this company and apparently more that the managers and owners that not once made a single call to follow up on the issue. I had technicians visits more than 5 times, different technicians each time. Every time it was something new. They were passing on the hot potato since they couldn't find a solution and were retuctant to just change the whole refrigerator.

Had my third repair cancellation today. The Sears tech lied and said I wasn't home--I was sitting in full view of the driveway the entire time. Again. The second cancellation was because a tech was ill, but the other two, the tech failed to show, and added insult to injury by saying I wasn't home. Customer Service keeps telling me I must reschedule, they can't help, and that they will pass my complaint on to management. MapQuest and Google Maps can find my house, but Sears can't? I gave them two phone numbers, my email, and detailed information with landmarks in addition to my address. No accountability, no consideration of how badly I have been treated already.

I had a warranty with Sears for all of my appliances. I called to have my oven fixed. It was not turning on. They charged $75 to send someone out to assess the problem. He did not work on Viking ovens, and I had taken my oven door off to clean it. Waited for him to send a report back to Sears so they could send someone else. I had to call his company and ask them to please send the report in 3 times. Finally after a few weeks I called Sears back and they said they cannot send me another person because my oven door was off and since it was tampered with. One thing had nothing to do with the other. I cancelled my warranty.

Always growing up my dad swore on Craftsman products because of the workmanship and warranty. Recently I had a tool break, I do not live anywhere near a store as they closed in my area. It has taken me almost two months of getting pushed off to someone else and other departments, etc. I still have not resolved my warranty or spoke to anyone that can assist. I have over 19 E-mails and no reply except for 6 and that was telling me to call, when I call they tell me to send a email, it's like a vicious circle. I will never purchase Craftman again, they really went downhill!

I purchased a new Kenmore fridge from Sears in April 2021. The fridge started leaking like a sprinkler. I noticed the leak on July 5, 2021. Sears' third-party vendor came out on July 8th. I advised Sears immediately after noticing the leak. That was their version of being expedited. My hardwood floors on my main level, ruined, my base cabinets, ruined, my water bill increased due to a non-stop rapid leak for four days. It leaked all day on the 5th until mid afternoon when the vendor arrived. I asked for a full refund and Sears Customer Solution Team declined my request and stated we can exchange it.

Do not purchase anything from Sears. Our fridge stopped working in one year and 10 days. We purchased a protection agreement and thought that was a good thing. Do not waste your money. As of today, we have been told that the service agreement states that Sears has up to 6 months to obtain parts which to date have not all arrived. Therefore, we have not had a working refrigerator since 7/12/21. I am writing this review on 9/20/21. THIS IS UNACCEPTABLE. BUYER BEWARE!!!