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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.
Two days later the tech called me and said "Sears was not going to replace the coil". I then asked why? His response was Sears said it was a lack of maintenance, but the tech said the coil was well over 10 years old. I told the tech this is why we paid for the Extended Home Warranty and during the process of applying for the warranty it was explained after 1st 30 days of getting the Extended Home Warranty would cover things of this nature. (stove, refrigerator, HVAC, etc...)
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.
A refund was issued, but due to some mistake on their end, they charged back my credit card. It's been almost a month since that happened and I am still struggling to get my money back. Every time I contact them, they tell me that my issue has been escalated and I will have to wait for another 2-3 business days (this has already happened >7 times). I am really upset about the service they have provided to me. I am regretting the decision of ordering such a costly appliance from them. But I am happy I am not getting it from them anymore, as I am sure they will be as horrible in post sale service/warranty.
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 email@example.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.
So the same day called the technician that was at my house. Sean was his name and he told me to call his office which I did 4124691966 and talk to Kiersten. She said she put the claim in right away. March 24-26 called sears and got told had to wait 3-7 days. Again waiting. March 28 called Kiersten and got told the claim is getting put in right now (which it was supposed to be put in on the 23). She said wait 3-7 days. Wait again?!!! AWFUL CUSTOMER SERVICE, this warranty is not worth the money and the company as well. I ended up purchasing a brand new washing machine, because I have a family of 7 and needed to do laundry, from Lowe's. I would never recommend Sears, they do not live up to their word.
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.
ORIGINAL REVIEW: Sears customer service is non existent and lacks any quality. Wait time on the phone is so long and they blame it on COVID!! No. Your service sucked well before COVID so nothing has changed there. OK the issue..... Sears instead of transferring our account from an older property to our current property set up a new account on the new property and left the account on the old property activated. We ended up paying 2x for a service call and they sent a technician to the older property, literally spent 3 hrs on day 1 then we are another 2 hrs to try to get Sears to correct their mistake. One they created but we are paying for. My advice stay clear of Sears home warranty or as a company they are useless!!
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.
A month ago, the icemaker stopped working. I called, a week later a repair person showed up. He sent about 3 minutes inside our home. I told him the icemaker wasn't working. Without opening the refrigerator, he told me it was the compressor. He then ordered parts and scheduled a repair appointment for 2 1/2 weeks later. He showed up replaced the compressor and left. 24 hours later, the icemaker was still not working and the freezer was barely keeping ice frozen. Called again, a week later the same guy came back, told me that he needed to order more parts, that sometimes in the process of repairing other parts stop working (doesn't make sense to me, but that is what he said). Another week to order parts and return. New guy shows up, he installs parts and says to my husband, "I don't think this is going to solve the problem. You should ask for a replacement." It didn't. Now it is not even keeping ice frozen.
I called and asked for a replacement. We have to have 4 "functional repairs" in one year. We have had 3. I was told they would send a repair person in a week--parts would be ordered--perhaps even parts we had already replaced and then when/if it didn't work we could start the replacement process which would take several weeks. I asked if it was acceptable with Sears for us to be without a refrigerator for 6 weeks and apparently it is. They will do nothing to work with you or expedite repairs. We purchased a new refrigerator yesterday. It will be delivered in 3 days. I will be canceling my repair appointment at the very last minute. And never dealing with Sears Home Services again.
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 finally received a Cash Replacement Letter with instructions. Completed the Form and emailed it back several times, only to have it kicked-back as "No Response"; (the email address is on the form!). Try to get out of their Automated Services to a live person ... nearly impossible; and, once you do get someone, they transfer you to air which hangs-up. I am more than sorely disappointed in the downhill spiral of Sears Protection Agreements. My Master Protection Agreement comes due for renewal in March, 2022 ... no freaking way!
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.
On January 11, I again called, and was given the same bland assurance. On January 26, I called again, and this time was given an assurance that it would be delivered on February 4, and that I would be contacted regarding installation. On February 6, I once more called, and only by insisting that I either got a hard and fast delivery/install date from this call, or I would cancel the order, was I given a delivery date.
The Sears online order information page, once you enter your order information, has the "cancel this order" link greyed out, preventing you from canceling your order. The link under 'Help' on sears.com for 'Cancel an order' takes you to a page 'How to return or cancel an order'. That page has a link "Need to return or cancel an order? Here's how", which takes you to a page for the Sears return policy; this page has a link for "need to return or cancel an order instead?" that takes you back to the 'how to return or cancel an order' page, and at no time actually allows you to cancel an order.
The Sears customer service number is an automated menu tree that seems fixated on directing you to the Sears website for all actions related to an online order, including chatting to a customer agent -- an option that is nowhere available on the Sears website. Every time I have called the Sears customer service number, it has taken me at least four calls to break the menu tree enough to get directed to a human operator, rather than being directed to the Sears website and the call disconnected.
Sears used to be a highly reliable company delivering quick and competent service. With its bankruptcy, however, it has degraded hugely, and my recommendation is that, unless you happen to live where there is still a physical Sears store, and can make your purchase and walk out with it, that you avoid Sears completely. The company has made it nearly impossible to get any sort of resolution out of their customer service, both online and via phone, and if I could give them a negative number of stars, I would.
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.
Certified Repairman doing the work offered to send the defective thermostat in for testing and confirmation before Sears would have to send the replacement but they didn't care. Total SCAM that they pretend to offer coverage then require consumer to spend several hundred dollars for repairman to get a part that costs a third of the labor. Not even a Sears store within 60 miles to provide reasonable service because they have all closed and it is easy to see why. Hope the whole company with their cheating policy goes all the way bankrupt and good riddance. DO NOT BUY FROM SEARS!
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...
When I called back today, once again they couldn't see my phone number on anything, and gave me an email to send the receipt to (supposedly) for a refund. I am not holding out hope. This transaction has SCAM and FRAUD written all over it! Do yourself a HUGE favor and stay as far away from Sears Home "Services" as you can!!
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.
Our refrigerator began making strange new noises so knowing repair times are delayed due to current supply problems we called Sears Repair service and made an appointment. After waiting over two weeks for a service person to arrive, we basically got a salesman who briefly messed with the refrigerator, then told us we needed a new fan that prevented “ice ups” and he would need to order the part. He then sold us a “warranty program that he said covered all appliance repair for all appliances in our house with NO additional costs. He made it sound simple and good, and that we would get the warranty contract separately. So we opted.
However, He did not disclose: A $75 dollar fee for setting up each future repair appointment; that there is a 90 day wait before your warranty begins (although the monthly fee was immediately charged and each month premium is taken out at the first of the month); that you would be run around on the phone by outsourced, offshore companies staffed with people who don't speak clear English and talk to fast and have no authorization to resolve anything; that there is a $150 cancellation fee on the warranty program.
After the first serviceman got through messing with the refrigerator the ice maker quit working. After another two weeks a different “service technician“ came to install the fan and fix the problem. He installed the fan and said the ice maker was fixed. It was not fixed. After three days we have about 10 ice cubes. So...we started calling the Service and Warranty programs. That is when we began learning of the all the undisclosed information about the Warranty. We counted our losses and changed the associated credit card number through our bank. The Credit card company is going to open a dispute with “Sears Service” for the charges. Save yourself a lot of grief and stress...DO NOT BUY the so called Sears Repair service or Warranty program.
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.
Nov. 16--Appointment confirmation, technician will arrive Dec. 2 between 8:00 am-5:00 pm.
Nov 29--Your appointment is soon--Tech will arrive Dec 2 between 8:00 am-5:00.pm.
Nov 30--Your appointment is in 2 days--Tech will arrive Dec 2 between 8:00 am-5:00.pm.
Dec 1--Tomorrow appointment confirmation--Tech will arrive Dec 2 between 8:00 am-5:00.pm.
Dec 2 (7:06 am)--Your appointment is today--Tech will arrive Dec 2 between 8:00 am-5:00.pm. Let us know if you need to cancel right away to avoid a service charge.
Dec. 2 (10:02 am)--updated time--Tech will arrive between 4:28 and 5:58 pm.
Result: No-show, No-call, No correspondence whatsoever. My wife had to miss a day of work costing her $140 plus she had to miss our Grandson's first basketball game of the year. The very least they could do was call and let us know that they weren't going to make it. The excuse was, it was too late to call. 5:58 pm is not too late. They then changed the excuse to had to order parts. How in the heck can they order parts if they haven't even looked at it. Had to reschedule appointment. If they don't show up this time I will go to small claims court for compensation. "I'm sorry" really doesn't cut it as far as customer service is concerned. I will never buy a Sears appliance again.
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.
Contacted again on the 15th and again on the 18th, where they said they would schedule the install, then kept me on hold for 20 minutes and dropped the call but let me leave a voice mail (!). My husband called and they told him that someone would contact him within 24-48 business hours. On the 23rd it took my husband 20 minutes to cancel the order because the person on the phone kept trying to save the sale. They charged our credit card on the 8th and it will take 10 business days to refund. And that seems to be their business model - using your money.
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.
On Nov 5, I received an email stating that Sears was working on my order. There was nothing about the cancellation. So, I called. The agent said it had NOT been cancelled on Nov 3, but that he would cancel it immediately. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. He said to look for an email CONFIRMING CANCELLATION.
I did not receive an email at all, so on Nov 8, 2021, I called. It was a repeat of my call on Nov 5. The agent said it had NOT been cancelled on Nov 3, but that he would cancel it immediately. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. I asked if the original date of cancellation (Nov 3, 2021) would be held to, and he said no, it would be from Nov 8, 2021. He said to look for an email CONFIRMING CANCELLATION. At this point, I asked for a supervisor and was told there wasn't one I could speak with. I repeatedly asked for a supervisor, I even said I was escalated, and he would not put through to a supervisor.
On Nov 15, 2021, I called again because I have not received an email confirmation of cancellation. It was the same exact interaction except with a female agent. With a really strong accent and it was hard to understand what she was saying. But the conversation went: the agent said it had NOT been cancelled on Nov 3, or Nov 5, or Nov 8, but that she would cancel it immediately. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. I asked if the original date of cancellation (Nov 3, 2021) would be held to, and she said no, it would be from Nov 15, 2021. She said to look for an email CONFIRMING CANCELLATION. At this point, I asked for a supervisor and was told there wasn't one I could speak with. I repeatedly asked for a supervisor, I even said I was escalated, and she would not put through to a supervisor. This one ended the call with me.
On Nov 22, 2021 (today,) I called again because of not receiving an email confirming cancellation of the order. And wouldn't you know, it was the same damn conversation. This agent, her name is Jai, said it had NOT been cancelled on Nov 3, or Nov 5, or Nov 8, or Nov 15, but that she would cancel it immediately today, Nov 22, 2021. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. I asked if the original date of cancellation (Nov 3, 2021) would be held to, and she said no, it would be from Nov 22, 2021. She said to look for an email CONFIRMING CANCELLATION.
At this point, I asked for a supervisor and was told there wasn't one I could speak with. I repeatedly asked for a supervisor, I even said I was escalated, and she would not put through to a supervisor. This agent also told me that she would end the call if I wasn't nicer. We got nowhere and she continued to refuse me a supervisor until finally, she said I could be put on a call-back list and it would take four hours or more for a supervisor to get back to me. That is completely unacceptable. (The case number for this last phone call is #**.)
So, dear Sears Corp, I should be nice that Sears hires incompetent people and I can't get my order cancelled and can't get my money back? Because that's where we're at. I've contacted my bank and will be going through the steps to deny the payment and file a fraud claim. Because what you are doing now is fraud. To be as blunt as possible and still maintain a little decorum, Sears sucks. I will never shop with any Sears Corp business ever. I want this fixed and I want it fixed now.
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).
Finally we have a delivery window called in at 1:00 am. By Costco. No notice from Sears that Costco was now doing our delivery. 15 minutes AFTER delivery window ended we got a message from sears that delivery was delayed on manufacturer's end. Huh? They didn't know that until after we stayed home all afternoon? This is the third time we have to get off work for nothing. This next delivery would have been 4 times. Totally unacceptable. We are canceling this order and buying a used one from a friend. Customer service for delivery guarantees they will not be in business for much longer. Fridge probably wouldn’t have lasted anyway because of built in obsolescence epidemic.
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.
For all the losses that I had during this months they indicated that the most they could do was give me $250.00 for the food lost (like that will compensate) and if I wanted I needed to rent on my own a refrigerator and once they solve the problem (keep in mind they have no idea when) they will refund the amount. Sorry for not believing in your words but after everything I wouldn't be surprised if Sears later on when they see the bill will say; "Oh! We have a limit and we are only going to be paying for part of it."
Either way, I am so done with Sears that I am just writing this for other people. Don't buy their insurance. It's not worth it. At least for me it wasn't. I purchase it believing that I was taking a good measure to avoid issues in the future and it was the opposite. I ended up having the worst experience ever and losing more money that if I just went and buy a new refrigerator or look for someone that will have said from the beginning, "It's not working. You need a new one" and not dragged like they did beacause they will lose money.
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.
After almost 60-days and no part in mid-August the exchange process was initiated. September 28, 2021 no exchange, keep getting the runaround, and no ETA. Please shoppers buy your appliances elsewhere. Sears hate to honor Manufacturer Warranties and Purchase Agreements but they love taking our money. Honor the agreements like you take the money.
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!!!
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