Sears Reviews

We purchased a top loading washer from Sears and the washer began making noise in the spin cycle. I removed the washer's agitator and noticed that the porcelain basket was rusted out and had holes in it making the machine out of balance. I called Sears and was on hold for over an hour and finally talked with a Customer service Rep. After a long wait, he said that the unit was not under warranty but he would schedule a service call. I informed him that the warranty book stated that the porcelain basket has a lifetime warranty.

Our fridge stopped working. Called warranty people. Set up appt. for a week later, tech came out and said it was the compressor. He ordered a new one and said it would not be in for 2 and a half weeks. The compressor came in on June 27 then they set us up an appt. for July 5th. In the meantime the fridge had started to cool and the freezer had started working, so when the tech got here he said that it wasn't the compressor it was the motherboard. He ordered a motherboard. Now this is after I had waited all day long. The second Friday the repair guy got to my house at 4:00 p.m. he walked out at 4:10. He did not even touch the fridge.

Sears Home Services was sent by Total Protect to repair my air. After the technician left, the air was not in working condition. Sears and the technician were contacted and asked if the technician can come back. The technician refused and said his company needs to tell him to come back, despite it being 30 minutes after his so called job completion. The technician refused to give me his name. I also did not get a receipt for my deductible. Sears stated that despite the work being completed incorrectly, they are not coming out if not asked by a Total Protect. They don’t work on evenings and weekends despite their work being insufficient. Total Protect apparently called them to come back out, but according to them I would have to wait 2 weeks. This is unacceptable.

I have had Sears Home Warranty since 2018 and when I need service in June 2019 on my air conditioner and pool filter it has been a nightmare. Air conditioner guy came. Spent a few minutes and says he to go another appointment and will be back in an hour. Time was 10.00 am when he left. And he did turn up again until 3.00 pm. Then he started to work with cables. He said it was all fixed and running, but after 3 hours of the system running no cool air was coming through. A wasted $100.

Customer service is absolutely terrible. Waited 3 weeks for appointment and tech never showed and never called! Tech rescheduled my appointment without any communication with me 3 weeks out! Called customer service and no help. No accountability toward techs action and no apologies. Rerouting to different departments which continued to be the wrong department numerous times. Fridge is only 2.5 years old! Having kids at home with no fridge extremely tough and continued to wait due to warranty.

I purchased a home warranty as I had called Sears for an appliance repair. The technician recommended the service and I went over the sales collateral he had with him and after asking a lot of questions, I signed up. This was in February in Michigan. In late May I turned on the central air conditioning (covered in my plan - I purchased the house in late December) and it did not work. I called the warranty number for Sears at the time - long and boring story short - it's now 12 July 19 and they have declined the repair and closed the claim out. There was no way to test the AC when home was inspected in November. The customer service was poor, they don't call back or respond without prompting and they ultimately aren't honoring the contract. Don't purchase this as I did thinking Sears would be the company who would take care of you - it's a 3rd party they farmed this out to.

I will never, EVER shop at Sears again. This company used to be people that I trusted. All my clothes came from Sears when I was a child. My mom used to work at Sears when I was a teenager. When I married, we got our furniture and all of our appliances at Sears. But no more. This place has become a giant scam machine. They lie, cheat, and steal from their customers and they don't care at all. For the past 12 years, I have tried to hang on and keep sending them my business, even though the hideous erosion of their quality and customer service has been obvious. Their Master Protection Plans and warranty service have been a joke for years. But my latest experience with Sears has been the VERY LAST STRAW. Never, ever again.

I had an appointment on Friday, 5 July 2019 for my air conditioner and they cancel the appointment because their truck was broken. They gave me an appointment for Saturday, 6 July 2019 and they didn't show up. Then I get a call that they set me for the 9 July 2019 and they didn't show up again. I call the company again and they said the tech said he couldn't fix the problem. How can you not fix the problem if you never came out to see what the problem was. Sears Home Warranty is a joke and I'm getting ready to switch to a new company. Do not waste your money with Sears Home Warranty.

I did not buy my refrigerator from Sears, but did buy the warranty service from Sears. Noticed the fridge stopped working around the first week of June 2019. Earliest appointment was 6/20/19. Technician ordered a lot of parts and said would be back on 7/9/19. Did not see him, did not receive a call. When I called them, was told to reschedule. New appointment date is 8/6/19. I complained that I have been without my refrigerator for pretty much June and July, I didn't cancel, their guy didn't come, could I get an earlier appointment. The rep then referred my appoint to a local company and I had no say so at all.

A month and a half later Sears sent a contractor to finish the job. And I must say that this contractor did a very good job. Since I am still waiting on resolution to my rebate issue (floor installed on top of existing tile instead of tile removal as paid for) I cannot totally resolve this issue. And overall, a customer should not have to go through all this headache when getting home improvement work done from a major business.

Two no-shows from Sears Home Services technician. Cost me two days of work. Took 3 people 2 hours to find out why the 2nd no-show happened. When I asked how I get compensated for losing 2 days of work, the customer service rep hung up the phone on me. Dysfunctional, unreliable, amateur outfit. Do not use these guys. Horrible.

My mother needed her oven fixed. The Sears/Kenmore technician who did the inspection found a loose wire and reconnected it. Knowing that this would not warrant a substantial repair bill, he took it on himself to replace three small wire connectors that didn't need replacement, then charged my mother a whopping $135 "minor wire repair fee". He additionally charged her an $89 "diagnostic fee", which the company originally had said would be applied to the cost of the repair, not added to it. Total rip off. We will never again contract Sears Home Services and will strongly advise others against it.

Sears warranty services for appliances that are covered under their premier warranty program is substandard. Years ago, I considered Sears the gold standard for families needing quality appliances and available service support services. This is no longer the case. Spending 40 to 60 minutes plus on hold to scheduled service is unreasonable. Add to that they ship replacement parts cross country adds another layer of delay. Techs tell you to call when the part comes in only to learn there is no one available to install the part. Tech ignored call back request when repair failed instructing the consumer to start over and schedule a new appointment. Keep in mind that you are still without a working appliance. I would NOT consider any future appliance purchase under any conditions. Sears is failing their consumers on so many levels.

You will pay the diagnostic fee regardless of if you decide to have the repair performed or not. Sears states when making an appointment that the diagnostic fee will go toward the cost of the repair if you elect to have it performed. Actually, they charge the fee on TOP of the total repair. I don't think this is ethical and is actually fraud.

I have a complaint about Sears home warranty company that cannot be overlooked. I had my water heater to started leaking in my garage on June 7, 2019. I was given a service date of June 13th for a technician to come out to my house. Almost a week to wait for an emergency situation. I could never speak to a supervisor until the day I mentioned the Better Business Bureau. The first call was made to the home warranty company on Friday June 7th. According to a case manager that I spoke to on June 13, my order was never put in until Monday June 10th. This shows a delay and neglect on the company. On Monday June 10th I was told that there were only 2 companies that handled the water heaters and I was given a service date of June 13th.

I ordered a treadmill from Sears on May 30th, 2019 because of their "Spend $300/Get $300 in points back from ShopYourWay" sale. It was listed as "Scheduled for Delivery" which is fine, until it continued to say that after it was actually delivered. Anyone who shops for SYW points knows that they won't start issuing the points until the item has been picked up or delivered.

After waiting on hold for nearly an hour I scheduled a repair of our washing machine. When the repairman came he stayed about five minutes and told me to just keep using the machine---it was breaking but not broke. Eventually it would break. I could call again and they would probably replace the machine. I told him I wanted it replaced now---he said no and left. Sears deserves to go bankrupt.

After trying for three months (really) I finally got through to a customer service agent on the phone after spending 45 minutes on hold (A week ago I spent 2 hours and 15 waiting, while watching a movie, and did not get through). Several prior echats had failed to resolve my problem. When my call finally got through, the connection was so poor that I could understand only about a tenth of what was being said. I spent about 20 minutes trying to explain a very simple problem, as the representative went from phone line to phone line trying to find one that was good enough for me to be able to understand what he was saying. I finally gave up. I'll try again when I have an hour or more to wait on the phone. Nothing has been resolved yet. This is the most exasperating customer service I have ever had.

I bought a dishwasher with extended warranty from Sears less than three years ago. Six times service has needed to be out. Last week they came and already it is broken again. Used it twice and broke again. I have asked customer service to replace this lemon dishwasher and they have given me the runaround. We have had to use vacation days to wait for repairmen and one came at 4:50 played with phone and at 5 PM said, "I am off the clock." and walked out the door without fixing it. Filed complaint with Better Business Bureau for replacement dishwasher. Will never buy from Sears again. Poor customer service. Try to understand them. Never get.one easy to understand.

I have purchased this item and put it together and placed it in my bedroom and the same night when my puppy jumped out of the bed he cut his foot. I investigated and found that the joint where it connects two pieces of wood is very sharp on this item and not suitable for pets. I urge you to look into this matter. I do not want another dog harmed by this ever. Please let me know your findings. My order number is Order #**. New Age Pet® Habitat 'n Home My Buddy's Bunk $249.99 Sears.com. I AM URGING YOU TO TAKE THIS PRODUCT OFF THE SHELF!!!! RICH **

After receiving no less than 8 emails making sure I would be home from 8-12 today and after confirming by phone this morning at 12:30 no one has shown up. I contacted Sears Home Services and was advised that the tech called in sick and I was out of luck for 6 more days. So I wasted almost 5 hours with no recourse to this company. I give them a negative 5 star review.

I made my first claim on 6/25 for service between 8-12p on my Kenmore dryer. The technician was an hour and half late with no phone call. I had to call customer service at 1230p to find out where the technician was. I was told he had car trouble. Ok. Reasonable. The tech came at 2p. The part needed was not on the truck. Tech ordered the part and said it is usually delivered within 3 days, which would have been Friday 6/28. We rescheduled my appt to fix the dryer on Monday 7/1 between 8-12p. The part did not come still by Sunday. I called customer service trying to find out where the part was.

Placed online order on 6/23/19, order promised by 7/3/19. One week after placing order 3rd party vendor, "Marketplace" calls to tell me Sears made a mistake with online price and they will not honor price advertised online and will not ship to New Jersey. They then tell you they are out of stock. How can Sears advertise a product that is not in stock?

Sears home services is the worst in the services industry. They are unable to do ANYTHING right. I have been trying to get a washer fixed FOR A MONTH and they keep making the stupidest mistakes: first the parts were not ordered properly, then they re-scheduled it WRONG and wanted to charge me for the whole service (~$800). Now they need to reschedule AGAIN. Zero competence, Zero attention to customers. They check all the items in the "what not to do" business list. Every time I need to contact them is a cardiac test, because not only the service itself is bad, the customer support representatives as just as bad, if not worse.

We bought LG Refrigerator with warranty, called them to schedule service, it's been 4 days, no one picking phone. Not sure what I should be doing. There is no store around 200 miles. Tried chat as well.

We have been in twice now to buy a Sealy Kenny firm tight top queen size mattress. Regular price $699.99 on sale for $349.99. Both times the salesman says they just sold the last one. On the same day the ad came out?

I ordered a treadmill two and a half weeks back and scheduled my delivery for today, June 29th. I even paid extra to ensure the delivery would be between 8-12. 8 am rolls around and I realize I have not received any call from anyone to confirm the delivery date and I decided to call just to make sure they were coming. As I am waiting on hold, I access my order online which still says June 29 delivery date. While waiting the machine gave me the option to check the order status via the automated machine and I did, it then stated I was scheduled July 13th. I was absolutely floored as I had zero idea of this and had moved a lot of plans around to make sure I could spend time at home waiting today.

Unbelievable that my delivery never came for more than 7 days. Called Sears Customer Service and all saying that their systems are currently down. This is unacceptable. Used to be a loyal customer for years and would never purchase any appliances from this company again.

I don’t understand what they are researching. We no longer want the items we purchased from them. We were told Order #** was at the store and ready for pick up, we rented a truck to pick up the item, got rid of the one we were replacing to find out they didn’t have it. After hours of trying to get it resolved being sent from Sears online to Sears outlet from supervisor to supervisor and over 7hrs of being on the phone and bounced around I was done. I no longer need any of the items. They have already been purchased from another company and are being installed. I’m now debating if I even want to keep my account with them. At this moment the longer they take to cancel my order, the longer it will be for me to get my money back for my $833 dollar payment I had just made. I will be leaving as many bad online reviews as possible until my money is returned. This is by far the closest I’ve ever been to being robbed. Mrs. **

Unable to deliver products. Waited 1 month for washer and dryer to get delivered then wouldn't set up because no new hoses. 2 weeks later got it installed (sat in kitchen). Now stove can't be delivered tomorrow, no phone call why. Leaving for trip Monday. So I guess I won't see this for a while. Waited 4 months to get it in stock. Now I won't see it for god knows when. Terrible costume service. Pissed to no end.

Very Poor HVAC Service. It was freezing and it took 20 days to repair our system! There was a minor in the house who had to be relocated. Their treatment towards us was inhumane. Their repairman was inept and was not in control of the situation.

Bought Kenmore Elite Refrigerator almost 3 years ago. On the 5th of June, I called the Sears Home Service. Talked to the representative regarding dates they can come to fix the refrigerator, he gave the date of June 12, after about 2 hours, get an email that your date has been shifted to June 19th, I said OK. Took off from office and waited for the tech, towards the end of the day I get a text that the tech cannot make it. You have been rescheduled for the 25th of June. Then get a call that you have been rescheduled for the 21st of June. Took off from office again, nobody showed up, get another text that you have rescheduled for July 22, 2019. Talked to the Supervisor, she had non serious attitude, when I complained that I have been bumped 4 times, she acted as if this very normal and hung up the phone. This is the last time I have dealt with this company. I am glad that they went out of business.

My 84 year old mother bought 3 pair of capris and it was supposed to be shipped ground. When delivered, her receipt said 14.00 for shipping. She was surprised it was so much! Wait it gets better. She just received her credit card and they charged her 64.00 for shipping the 3 capris in small. I was on the phone for her for 3 hours with no avail. I kept getting transferred from number to number repeating the same thing! I was hung up on twice when they couldn’t help me. I was talking to people out of the country!!!!

I have spoken to Sears Home Warranty AND am also paying for extended warranty, and both are completely useless. Very frustrating... Supervisors give calls back, and they provide tips, which basically takes you back to square one, which is to another representative that takes you nowhere, but to live moments in hell because they cannot put all the pieces together! I have never felt so impotent! I have never written a bad review, but this one really deserves it, for the sake of other customers.

In 2012 my wife and I bought a $1,400.00 convection oven/microwave and promptly bought the extended warranty. In 2015 we renewed the warranty for another three years. In August of 2018 we had a problem with the unit. It started to smell funny, that electricity smell. We unplugged it and I called Sears. They said the warranty was no longer in effect. I didn't question it. I figured it was close to the three years and that was that.

When I ordered a dishwasher, oven and fridge from Sears I opted for the installation and haul away options for the convenience. None of the delivery guys could do an installation nor did they haul away our old appliances. Sears refuses to give me a refund for the installation because the delivery guy posted it as delivered and installed. Since Sears could not do their job, I had to call a plumber and electrician to finish their job. Very disappointed since I have gotten so much from Sears. Looks like they will lose my business. Explains why they are going out of business.

Ordered a pressure washer from Sears online. Checked out with PayPal and received several emails from Sears Holding Company with the status of my order. This status included a tracking number, order number, and my name with address and phone number. When the tracking number was entered into the FedEx tracking system, it states my order was delivered to an address in Colorado. I live in Connecticut. No one in customer service can help me of course.. My phone number, order number, and tracking number can't be found in the system. No surprise there; spent 3 hour on hold trying to contact the Sears online customer service.. No answer. I will never attempt to buy from these guys ever again. Back in the day, Sears was the pinnacle... Now they are just pathetic. RIP!

Table and chair set was priced at $269 and nowhere on the website was there any indication/statement that the price was just for the table. If fact it was just the opposite as everything indicated that Sears was selling the whole five piece set for $269. But neither Sears nor the seller (GwG Outlet) would honor the advertised price and they canceled our order. In so doing they may have violated the law. Have photo of web page as proof.

Let's just say you need to hire someone with a better attitude and knowledge of product warranty and how to search up a customer. Spoke to someone who claims her name is Sweet, she needs to be fired. Asked to speak to a supervisor or someone higher up, she didn't say anything and just transferred me to a busy line. So guess who was on hold for 30 freaking minutes when I just want my damn jewelry repaired but no one act like they can do their damn job. I'm honestly disgusted with this company.

We purchased our ring through Sears. Found out that it was a third party company. We received our ring within a week and found out the ring was too big. We submitted a exchange ticket for a smaller size. They responded and gave us the address to mail the ring back. I paid for the shipping for it to be sent back. I was told it was a 6 days turn around. After 3 weeks and barely any communication from Sears or the third party company who finally responded and told me that because of the holiday there was a delay in shipping the ring back out and that the ring had been shipped back out.

Our refrigerator stopped working in early February 2019 (bought in July 2014). Sears sent technician, got it fixed, then stopped working again every one to two weeks. Finally after two months going back and forth, the technician said it cannot be fixed and he will put in for a replacement. Did not hear anything for 3 weeks, called their customer service, referred to "Customer Solutions" department overseas, was informed that the replacement was approved, just waiting for the dollar amount, then we started getting denial emails.

Sears home repair service, once a staple, has unraveled. I'm now on my 5th attempt to get my ice maker repaired, this after shelling out $99 for the repair fee. The repairman failed to fix it after two attempts. I re-scheduled two additional times but no one showed, this after staying home from work each time. Sears refused to refund the $99 fee essentially because we did not purchase a warranty for yet more $$$$. Sears repair used to be the go to, but I suppose since the bankruptcy, service and reputation have flown out of the window. Still trying to book an appointment for which someone shows up.

I called to have a serviceperson come to my house and fix our washing machine that we've only had for 2 years, spent $1,700 on and suddenly it broke. The service was scheduled to happen yesterday 06/10 between 1pm and 5pm. I took off work to be there for the appointment. No one ever came. I called in at 4:30 to see where they were and the automated system advised my serviceman would be there between 5pm and 7pm. No one ever came. I call this morning to see what happened and the automated system tells me my appointment is set for Thursday 06/13. My question is Why. Why wouldn't they let me know something has changed? Why didn't they call me at all and why am I losing money and wasting my time with this company? Save yourself the headache. Call a different company for your repairs and don't shop at Sears. Their product was and is a piece of crap.

I purchased this mattress below online. It was delivered on 6/8/19. The quality was poor. It was not firm. There was a dip in the middle. The wire was protruding around the edges, as if it was going to break through the fabric. I called for a return on 6/8/19 and was told to call the mattress center at 888-566-5561 on 6/9/19. On 6/9/19 I was told to call on 6/10/19. I spoke to Sylvia on 6/10. I was told I could exchange the mattress for another one and the delivery fee would be waived. To return it, the mattress MUST stay in my home for 30 days and I would be charged ANOTHER $69.95 DELIVERY FEE!.

On a Friday, I called Sears for a Water Heater that was 20 years old and began emitting a natural gas odor. I didn't get an appointment for 5 days. The day of my appointment, I noticed on an email sent to me that they were sending an HVAC contractor for a "Furnace" and not a plumber for my Water Heater. I quickly called and after 2 hours fighting through their terrible phone system, got to talk to a supervisor. (a miracle) That person did get a plumber out that evening. The plumber they sent had not tools with him to test for a gas leak. Huh! He did determine that he felt the water heater was leaking gas and because of its age should be replaced.

Sears used to be the best. Not so much anymore. Over the past 6 months I have had cause to contact them twice. Both times have been horrible disappointments. The first was when my upright freezer stopped working. I called around and was informed by Sears online, that the local store had a similar capacity unit at a price I could afford and was assured that they would deliver it. So off I went. When I got there, they only had ONE freezer that I could buy and take home right then and it was much smaller, has no light and is not frost free. Everything else on the floor was "Order and pay for it and then wait for delivery to the store before you can pick it up." and "No. We don't deliver. Sorry." But, I was over a barrel because all my food was thawing and NO ONE in town had a freezer I could buy right then at a price I could afford. The ONLY other one was nearly $2,000!

I have tried for weeks to resolve an issue where the lawn mower blade I ordered never arrived. Instead I received a damaged, empty box! Called several times waiting for a representative for as long as 60 minutes!!! Never less than 30 minutes and never spoke to anyone. I have also written 4 emails to 2 different addresses and never even received an acknowledgment!! Worst most frustrating experience ever. They have my money - they don’t care!

My dishwasher is 3 years old and I have a 5 year Sears protection plan. Apparently, they contract it out. Terrible service. It's a month, and I'm still waiting for it to be fixed. First time was a no show. Second time I was told I need a motor and someone would call me... No calls. I called Sears and they cannot help because it's contracted out. The worst service ever. Pre Bankruptcy, it was much better.

I called for a repair on a Kenmore washer. Tech came out and told me that the bearings were gone. I have a service agreement. He said that he would need to order the part and gave me a new date that he would come back. I waited for the date and was then called and asked if the part had arrived. I said, "What do you mean did it arrive? I thought your service company would get the part." They said, "Oh no, it would have been sent to you." We have a tracking number of UPS for you. Call and track it and then call us when it comes in. I went online to track the part and it said that it was due on the 31st of the month, the day of this appointment. Well on the 31st the part was in Shrewsbuy, MA. Shipped 3 days earlier from Indiana.

Purchased a top of the line Kenmore washer/dryer in 2015 and the extended in home services warranty. The washer began making noise that was obviously not normal. Called Sears January 2019 to schedule service. Had difficulty getting to the right department and was transferred so many times, then had extended hold times, so I ended up having to call back. Did this several times until finally I could get to the right person to come out (this was beginning of March 2019).

I started a chat for help on an order placed. An order status seems like a pretty simple request. You think after 100 yrs they might have a workable system down. After the same questions asked by them over and over again, because you get transferred to different people (10 times!). They will say reviewing chat, then ask the same question, that I answered three times. Really? After an HOUR, when you think they finally have the person or dept to reply with an answer that was helpful? NOPE. They said they would have to get back to me in 24-48 hours. Hah. They did not even ask or verify my contact info. This is not the first time I had a bad experience with Sears. I only purchase something for a business when I have to, because I know better. Looking forward to their extinction!!

Our bathroom remodel left our bathroom looking worse than before. After removing the old vanity, a huge brown glob of liquid nails was discovered on the tiled walls. The new vanity was much smaller. However, instead of advising us of this eyesore of a discovery, the contractor senselessly proceeded to install the new vanity anyway. Leaving this huge brown streak of liquid nails visible on both sides of the new vanity. The contractor states that anything unknown would be brought to the attention of the home owner. But this did not happen. In addition, the floor was installed crooked and a grab bar was put in the wrong place. So they now have to come back and redo the floor and grab bar. This will entail them removing the new vanity. The job was rushed and done very unprofessionally. This remodel by Sears is definitely no improvement.

We have gone through two months so far without a refrigerator in the kitchen. Well, I take that back: there's a refrigerator, but it doesn't work. It stopped working the first week in April at the ripe old age of ten months. It took until April 17th to get a repair man here. Of course it was the compressor. He ordered it that day, while in our kitchen and set a return visit for May 2nd to install it. The compressor was supposed to be delivered to our house. It has never arrived. Of course, I had to cancel the May 2nd appointment. I have tried repeatedly to find out when the compressor will be here, or if it's even really on its way. I have been told each time that someone will contact us within 48 hours. No one ever does.

Got a good deal on a Kenmore Washer and Dryer set. Scheduled delivery for 2 pm. Had to take off a few hours in the evening. They did not show. No call back until 8 pm. Given the run-around by truck driver and customer service. When your delivery is not made, you are not next in line. You must reschedule. 3 days later...same thing. Wait around and they don't show. Finally, I canceled the order. It becomes less and less of a good deal when you figure in time off of work, and over an hour on the phone. There is a reason they are going out of business.

I have been a loyal Sears customer more than 50 yrs, I believe it's only fair and reasonable for a customer to expect Sears service to be familiar with Sears appliances. On May 11, 2019 a Sears Repairman who came to check my Kenmore freezer said the freezer needed a new $500 Control Panel. Unable to invest in a costly repair, we paid the $99+tax service fee and prepared to junk it. BUT This freezer was NOT in need of a new control panel: it was locked in a “Sabbath Setting.” I feel a refund is due me.

My AC unit went. Have had a Sears home warranty for the 2 years I've owned this property. This was my first claim. They want over $3000 to fix it. Yes, I have the whole house plan with a $100 deductible.

I called due to an issue with a craftsman drill I own and unfortunately connected with a very clearly foreign customer service center. The girl on the line clearly didn’t know what a drill was and just stumbled over her words for a few minutes before I couldn’t handle it and hung up. I offered the model number multiple times but she never took it down. She instead offered to give a store location or have somebody respond to my home to provide diagnostic services because she didn’t believe the drill could be easily taken to a store. Absolutely absurd and disappointing. Both in Craftsman and Sears.

On Mother's Day, we came home to our refrigerator not working. Monday morning, my husband called Sears Home Repair. We had not choice, but to call them because we purchased a service agreement at the time we bought our refrigerator. My husband gave them a few days during the next week that we would be available, but the first they could schedule was the next Saturday between 10am and 2pm. We had family plans that day, but my husband decided to stay home and get the refrigerator repaired.

I ordered a bbq grill. Supposed to be delivered on May 31. Called today because I had no update. After being on hold 15 mins was told the item was unavailable. Had this happen with pool table back in Dec. Yet items are still able to be ordered. Very disappointed when you expect something and don’t get notification that it’s not coming.

Ordered washer and dryer to be delivered in a week. It was delayed 4 weeks due to the dryer not being available in warehouse. The Saturday before our delivery date and the night before I received confirmation of the delivery. I took the day off work and the morning of the delivery, I received a call (automated) telling me they are so very sorry they need to delay the order I am waiting to receive. I am here in my home, so upset with the handling of my order - there were several other calls and after agreeing to a delivery time the warehouse would just move the date and not mention the switch. Be very careful. I will never buy anything from Sears again.

We hired Sears Appliance Repair to repair our Samsung refrigerator. The first technician was incompetent, barely looked at the fridge, and did not provide accurate information about the problem. He used our credit card to order parts, but Sears has refused to provide us with a receipt for that transaction. When the second technician arrived a week later after the parts had arrived, he was unable to complete the repair because the first technician hadn't told us we needed to unplug the fridge the day before. He had to reschedule for 5 days later, on a day that no one can be home, despite the fridge being completely taken apart and non-functional.

Sears came to my home to repair a dishwasher. They couldn't do it. They charged me $133 anyway. I paid before the repairman left and received confirmation of payment. For the last 3 months I have been harassed and by Sears for that exact payment and my credit score is on the line. After a long online chat and phone call a month ago, they acknowledge it's already been paid. On their system though I still owe them money and they refuse to change it despite them having record of the payment and evidence that I don't owe them anything. Unbloodybelievable.

Apparently HMS home warranty contracts with Sears for ALL repair work, so right there it tells you that there will be no truly personalized customer service or incentive or pressure to right any wrongs. Sears repaired my leaking freezer and a few months later the same problem arose. I had to take off a whole day from work the first time because they won't give you any time table other than 8-5p. The Charlottesville, VA, technician came about 445p and the repair took about 30 minutes tops. I also paid for this repair to satisfy the warranty deductible of $125.

Horrible Experience with Sears Home Delivery. I purchased a Craftsman riding lawn mower. Home delivery was scheduled for May 18 between 2:30 & 4:30 pm. The delivery team was also supposed to call either the night before the delivery or the morning of the delivery to confirm. Nobody called and nobody showed up. At 4:45 pm I called Sears customer service and was told (after a 45 minute wait on hold) that the delivery truck was in route and would be at my house around 6:30 pm. Guess what, nobody showed or called.

Bought a mattress, hated it from get go, called after week, wanted to trade up more expensive mattress. Was told had to wait 31 days before could do anything. I couldn't verify even if received correct item because nothing on mattress tag matched sales receipt but not their problem. Website explains their policies so get charged 69.99 for pickup and 15% of purchase price whether exchanging or returning. These policies stink, especially if receiving incorrect item.

I purchased a metal detector from Sears online. The item arrived two days later than promised but I didn't mind that much. Then the item would not work. As a matter of fact, I think the item had been used and resold to me judging by the marks around the location that held batteries. I wanted to return it and Sears gives you two options, return it online or return it to a store. Since I live about 30 miles away, I decided to repackage it, print the receipt off, and drive it to the store.

Bought a grill just under a year ago and purchased the cover as it is an outdoor grill and the Sears in-home warranty. So I called Sears to get the warranty replacement for the burners that became cracked due to rust and was told they are not covered because of environmental circumstances. I have NEVER had a grill do this. I then was directed to the parts team at Sears and they said the parts were $185.00 and I only paid $200 for the entire grill. This is crap, the grill, the warranty & Sears in their promise to cover my product because it was left outside and it was misuse letting it get exposed to moisture even with the Kenmore grill cover used. So do not buy ANYTHING from Sears or their warranties because they will not cover it. I looked at their warranty plan and do not see ANYWHERE it states it does not cover environment exposure. I mean really it's an outdoor grill, of course, it's going to exposed to the environment.

Our fridge valve broke so we called Sears to come in to fix it. Firstly prior to setting an appointment the Sears representative told me multiple times the diagnostic fee of $125 will be deducted out of the bill. The tech came and looked at our fridge (opened the panel looked around and confirmed what we already knew) and told my parents that the he will order the part for $60. He then showed my parents the “calculation” and tried to charge them $600 saying that’s how much it will cost for him to come back and fix it. When they mentioned deducting the $125 diagnostic fee he said “Oh right, $475 will be the total then." Luckily my parents were smarter than that and refused. He told them he will order the part ($60.60) to our home and they can fix it themselves since he won’t come back. They thought this was ok.

My refrigerator was either not cooling or freezing my food. I had to wait 13 days to get a tech out who only orders a part which was not available in the Tucson area. Two weeks later another tech installs the parts but it does NOT solve the problem. I get online to request another service request and the tools do not work on three different browsers. I finally called the Services support number that I had been given and they told me that I had called the wrong service and they could not help me. I tried the internet tool again and finally get to speak to an agent who was not helpful except that he agreed to get a supervisor to call me back after I found out that I would have to wait ANOTHER 2 weeks for another attempt for them to, hopefully, resolve the problem. I am going to drop my Sears Home Warranty for a business that is more customer-focused and has competent service people.

I ordered two girls dress with size 8 and 10. After one month, what I have received was two dress with wrong sizes and even different style. I contacted them and requested to return them. Then I was supposed to receive an email for return and I did not. After contacting them again I request the exchange and they said it is okay. Then I have received an email for return which I had to pay for the shipping. Recently I contacted them and they said it is impossible to exchange them. I spent 100 dollar on these items, and my time to get it fixed before my party and now I have no dress for my children. I can't order anything again in this short time. I am really disappointed of Sears and their Customer Service.

Do not deal with these ignorant idiots.1-2 hrs to get help. There is no such thing as home warranty or any warranty. You will never be able to make an appointment or place a claim with home warranty. I asked the Asian woman what her employee number was and she repeated 2 different numbers during the call. And pronounced her name as See laud ee a (Claudia). I swear to god that is how she pronounced her name. Her employee number is **. She fumbled on the number! Sears is a scam. Stay away! They are never going to make it! Eddie drained every dime out of it.

Sears sent a technician to fix a washer machine. He proceeded to inform me that the machine needed to be repaired costing me $600 or purchase a new machine. The repair tech was misinforming me. After he left, I received a second opinion and there was nothing wrong with the machine. The machine works just fine. It was a one time problem with the machine being out of balance because of a too small load. I was unfamiliar with this issue. But of course the technician did not diagnostic testing and was completely trying to take advantage of a customer.

15 days after you shipped the return item, you probably not get your refund. Then you called customer service, you were told to wait for 7-10 business days. After 10 days, you did not get full refund. Then you called customer service again, then you were told wait another 7-10 business days. After 10 days, you still not got the full refund. Then you were asked to wait another 7-10 days. After 10 days, you still not got the full refund. You were always promised to be helped, but the help never came fully and timely. This is Sears.

I had a Sears Home Service repair done on my oven yesterday. I was charged $ 199 for the diagnostic, $ 156 for the labor and $ 72 for the part (ignitor) for a total of $ 353. The repairman was here for only 35 minutes. I was WAY OVERCHARGED because the diagnostic fee was NOT included in/for the labor. In all the repairs I’ve ever had done-on anything, the diagnostic fee was ALWAYS applied to the labor. And the $ 156 labor for 35 minutes of work???? WAY OVERCHARGED.

Our first issue with the refrigerator not working was around 2/14/19. We called for service under our master protection plan. Tech could not be scheduled for a week. Tech arrives and says we need parts. Orders parts and sets return for 2/27. Immediately I see this as a problem. 2 weeks for what we had hoped would be a one time repair. A protection agreement without a guarantee service level is useless. Sears should have had a tech at our house within 48 hours. They also do NOT carry any parts on the trucks. Why?? That makes no sense. Repair did NOT work and within 48 hours I had to call Sears for another service call. Another visit, more parts and now we are out 1 month from initial call to mid March.

Never buy an appliance at Sears! They deliver broken items, try to scare you into keeping them, and then refuse to refund you. The worst part is; we NEVER had this item in our possession. ???? #searssteals

Sears, called Sears on 4-29-19 for a dryer repair and the technician arrived and said I needed a new Dryer motor. Paid for the motor and rescheduled my repair appointment for 5-7-19 for between 8:00 AM and 12:00 PM, I received a call at 11:00 AM telling me that the tech will not be arriving on Tuesday 5-7-19 and rescheduled the repair for Thursday 5-9-19 and Tech said we need an additional part. So the tech ordered the part, and couldn’t give me a new appointment and and an idea when the part will be here. So after 2 days of missing work, according to the 800 number conversations it could be another 2 weeks for the repair. So I am sharing this story with whomever reads this DO NOT USE SEARS!

Brand new refrigerator stopped working after 45 days. First technician came out, unplugged it and plugged it back in and called it a day. Very next day, the fridge went down again. Second technician came out, unplugged it, said he would be back in 6 days to replace parts. At this point, the refrigerator had been down 8 days. I called on a Thursday to see if I could get an earlier appointment. Set up an appointment for Monday between 1pm-5pm. The tech didn't call until 6:50. The refrigerator is located in an office building. I told the scheduler the refrigerator was in an office building and we closed at 5 pm. The tech had no idea it was in an office building and told me I should have made an AM appt. to guarantee their arrival.

Sears had 3 technicians scheduled from 10am-2pm and 1pm-5pm, only two out of 3 technicians showed up {as late as possible without going over the 4-hour window}. But the work was absolutely unacceptable. For example, for the scheduled maintenance on the range, they basically turned it on and said it was working, I could have told them that. They basically vacuumed around the appliances and that was it. The worst part of this is when I tried to call and complain, I was told I could make another appointment, take another day off, and get another technician to do the job. They would not refund or credit me for the shoddy work I had already had done. 3 calls to get this unacceptable answer. Sears home services used to be exemplary, but now it's a rip-off. I have always purchased Sears appliance for their reliability and service but sadly those days are done. I will never use this service again and will tell everyone to avoid Sears.

Home Warranty is not a real thing! If I could give a negative rating I would! We have been 6 weeks without a working dishwasher. One of the assigned technicians broke a copper pipe. Another technician came and said the other technician broke it. No one will take responsibility for the damage. I am switched from person to person while listening to annoying music, only to get put on hold again. Sears and Sedgwick pass this back and forth and nothing is done. No one seems to know how to resolve our issue. The lack of ability to get anything done is astonishing.

I ordered fitness equipment from Sears online. Turns out that it was from a third party called Bestone. A month after ordering I had no product and no tracking number. I contacted Sears chat who said they would issue refund. Instead, the product shows up on my porch 2 weeks later. Decided to make the best of it and put it together. I couldn't complete assembly because it's missing parts. Even if I could assemble, this fitness equipment would only be suitable for a very small person or child. I called Sears to seek a return.

I attempted to order a Kenmore washing machine from Sears online. My bank called me to confirm my order. The order went through. I then received an e-mail from Sears saying someone may be contacting me in reference to my order. The money has been taken and returned to my account minimum of 10 times. I called to see what the issue was and was on hold for 45 minutes.

I have a 2 1/2 year old Kenmore refrigerator that stopped working. I called and a technician was able to come out that day. After calling in to the company and doing a diagnostic on it, it was determined to be the electric board which would cost $715 to repair. The first thing that the tech then did was to try to sell me a home warranty to cover all of my appliances. This would cut the cost of the repair in half. I naively signed up for it. After reading horrible reviews, I immediately cancelled the warranty the next morning.

We purchased our Kenmore Stackable Washer/Dryer from Sears 13-14 years ago and the dryer stopped drying. We only needed a belt plus the inside looked pretty dusty so we authorized a cleaning of it as well. The first service man broke the 2 plastic hooks to open the panel that holds the knobs and switches in between the washer and dryer. He left the front sticking out slightly so I had to call the Service repair again. I stipulated that we had a doctor's appointment to go to but the person who took the call did not make a note of that and hence the repair man didn't know that we were antsy to leave for our doctor's appt. Fortunately the 2nd repair man knew what to do and is replacing the broken part for free as their repair man broke it.

Today is the third time speaking with the maintenance department about a repair for the Kenmore washer we purchased from Sears. On two occasions the repair person said they came to our home, but didn’t. This last mix up was with the day the technician was supposed to arrive - on a Wednesday and they claim they came on the Monday before. The customer service workers and supervisors on the appointment repair line are difficult for me to understand and that’s frustrating. We’ve paid for maintenance agreements and feel like that’s been money thrown away because we can’t get the maintenance people to show up to maintain our Sears purchased product.

To anyone thinking of using Sears for TV repairs, which was my case or any of their services... I would really reconsider NOT TOO. I originally looked into someone reputable (or so I thought) and checked out Sears. I thought why not. I REGRET IT!! I hire them on to do TV repair back in February and had them come out a second time in March to order a part for special order. I had to cancel due them taking about a month to get the part for my TV. First let me tell you they don't hardly ever email you and follow up on orders with you-communication is KEY. Anyways, I request for a refund of $205.40 for my part later in March. They told me it would take 21 business days (which by the way I think is LONG!).

After two weeks of purchasing central air have not had one return phone call about scheduling project. Supposed to start in 7 to 10 days. Everywhere I call I get the runaround. And so disappointed and no longer have trust in Sears.

So you pull out of work and set aside four hours to wait for the technician and he/she doesn't appear. You call Sears and they say, "Sorry, would you like to reschedule?" You say, "But what's to say I won't wait another four hours, lose another four hours of pay, and no technician again." "Because we will put you at the top of the line," she says repeatedly. "We will prioritize you." But this turns out to be wrong. Still waiting another four hours. It all seems as certain as buying a lottery ticket.

I purchased 2 not 1 appliance over a one year period and had delayed delivery because my new home was not ready in time. The first item went on sale and I was told that I would receive a $60 credit after the delivery. The second item was delivered without hooking up the ice maker (which was supposed to be included) and I had to call a plumber. Sears said they would reimburse the $90 plumber charge. I only got the runaround when I asked where the credits were. They couldn't find the order for the 1st item, REALLY!!!!

I bought a Kenmore refrigerator. I purchased a protection agreement. I had numerous problems with the ice maker. The last time, however, was absurd. I called because it would not dispense ice. I had to wait 2.5 weeks for a technician. Of course they can only give you a time between 8am and 5pm. The technician comes and says we need parts. He orders parts and we have to wait 3 weeks for him to return. The day before he is due to arrive, we get a message from a Sears that tech is sick and we have to reschedule. Another 2 week wait. A different tech comes and said the first guy did not order all the parts needed. Another 2 week wait. All customer service is outsourced overseas and if you can get them to understand you, they say they cannot help. I will never buy another Sears product.

My longstanding GE Profile oven had a mechanical issue over the weekend, my first call was to Sears appliance repair. I was scheduled for a visit on Monday afternoon bet 1-5, and the customer service rep sold me a home warranty to cover all kitchen appliances. Why? It made sense. The policy was for $49 with a $99 deductible and could be cancelled at anytime (I repeated this question, he confirmed, anytime), and the stove repairs would be included.

Had work done under their 180-day workmanship warranty. Received a bill 2 months later for $75 deductible. Impossible to correct. No one to answer the phone, phone processing loops, no email, no web access to address. To make things difficult require it be sent in "writing". Also made appointment on their website for a follow-up repair to the one originally in their warranty. Got lost. Smug, difficult, strongly regret having signed up with them.

I have been a master protection agreement customer for years and I recommend you do not buy such coverage. My Kenmore refrigerator that is only 4 years old has been broken since October. First the ice maker and then the freezer and refrigerator stopped working. They have been to my home 12 times, but since it is all on one ticket and they group the parts order they say I just had one service with parts ordered twice. They will not replace my refrigerator which is still broken and when I called to complain they said my protection agreement had expired and I had to renew it to get it repaired or replaced. I will be taking action against Sears. Unethical business practice, incompetent service and extremely poor service. They have not come to scheduled appointments, they have cancelled with not notice, parts takes weeks to come, and many of the service people are incompetent. Do not use Sears Service.

A tech by the name of Ricky ** (Tech Id **) came to my home and tried to get me to pay $152.00 to him to fix my torn gaskets. He also forged my signatures on the receipt. To me this is illegal and not the way to be professional.

I made the appointment three weeks ago to get my tractor serviced. They gave me a window for today of 8:00-5:00. I had to take the day off of work. They called at 2:30 and said the technician had to leave for a family emergency. I'm sorry for him, and hope all is okay. I am not okay with just canceling, they should have other plans in place for people who have taken time off of work. They can't come for another two weeks and I have to take another day off work. Needless to say, I'll never buy another tractor from them, nor will I recommend them.

This service is touted as one of the best you can have. Well, here where I live in Columbia South Carolina I would rate it the absolute worst. I've used the service twice in the two + years I've had it at $69 monthly. Oh, by the way, I have to pay a $100 deductible when I use it. The first time I called to place a claim for my garage door, it took over 4 weeks to get fixed.

I bought a 3 year Sears Protection Plan on a gas weed trimmer. The Protection Plan had not expired & after hours on the phone being transferred, disconnected & placed on hold for a week, I was told they wouldn’t honor the Protection Plan because when the first defective weed trimmer I returned the store, the Sears employee had failed to transfer the Protection Agreement to the replacement weed trimmer. I have all the original & replacement sales receipts buy but they have used every excuse possible to avoid honoring the Protection Plan. So the employees' lack of training (or is that done on purpose??) results in a consumer paying for a Protection Plan that is NOT honor. However, Sears is more than willing to try to get you to extend this useless Protection Plan. My advice - buy from a company that stands behind their products & will be around for the long haul.

I purchased a Kenmore washer/dryer stackable combo on March 2018 for more than $16,000 and paid it off before the interest promotion expired. The washer broke down late November of the same year. I called and they sent out a "technician" in December and he claimed that it needed a part. To make a long story short, they sent out a technician 12 times (On two occasions two technicians came to work on it together) and they never repaired the machine. What Sears kept doing was to prolong the services in order for the 1 year warranty to expire. They lied and said the machine was fixed, and it never was. I complained numerous times and they declined to give me a replacement. I will never buy anything from Sears again. Sears, a billion dollar company treats loyal customers like **. I don't understand how they can sleep at night and wake up knowing that they cheat the customers that are paying their salary.

There’s a reason a strong respectable name in business is going out of one. They lie about everything. From the original salesman giving offers and promises to the delivery time of things that are connected to Sears points which you can expect 3 hrs after the Latest promised time. Also the salesman will say the difference between them and Costco is that Costco subcontracts their HVAC business which is blatant false advertising because Sears does as well when they go out of their way to say they don’t. They lie about about everything. I’ve never written one of these before but felt like it’s my personal duty because Sears was so dishonest and unprofessional in every sense of the matter. Hope this helps someone else.

My ice maker had stopped working on our Samsung twin door refrigerator (a notorious problem with this brand). I had purchased the ice making unit from Amazon, but couldn’t initially remove the inside panel (had to use a flathead screwdriver more aggressively), so fearing I might break the panel, I decided to have a Sears home services tech come. While trying to set up the appointment, I was convinced (tricked) into buying their yearly warranty for $49 per month; It was on a Sunday.

They sell poor quality products and have extremely poor and unreliable support services. Most of their employees are incompetent and have no idea about the goal of their company and why they are doing what they do. Them going out of business is well deserved.

Technician did diagnosed the problem on the 17th, and said that defrost heater part needs to be ordered and it will take up to 10 days. I wanted to expedite the process (family is flying in for Easter weekend). Good thing that I called, because Sears is claiming that they did not receive anything from the technician and they cannot get in touch with the technician???? Sears cannot get in touch with their employee??? I have been calling for 3 days and keep getting the runaround and transferred to different departments and companies from phone operators in US to India to Pakistan to Philippines and back again and then I get disconnected. Can someone advise what to do? Time logged-in minutes: 367.

I am an 84 year old man, with 45 years experience servicing appliances. 29 years with Sears service. I am now physically unable to do anything. I kept a Sears Master Protection plan on all my appliances for many years. I called to renew my contract and was advised that plan was no longer available in my state, and was sold a contract with Sears home services.

I logged a service request for my washer and dryer in the MIL unit on my property. By definition an MIL (DADU) is part of the primary residence so it should be covered. I spoke to Sherri from the case management department who cites examples of plumbing exterior to the building when I asked about the coverage of items in my DADU. She told me that because it is specified in the plumbing section of the contract that this needs to apply to all sections of the legal contract document. This is INCORRECT. Legal contracts are written in such a way that they are VERY SPECIFIC about what is and is not covered. I have had nothing but bad experiences with Sears, I expect to hear back from Sears ASAP on what their suggestions are on how to resolve this issue.

I used some Shop Your Way points to order 2 pairs of boots in March from Sears. When boots arrived they were too tight so I put them back in the box and a couple days later reached out to Sears to get a return label. They sent me an email that had a print label link but it wouldn’t work. To make a long story short I have been to UPS on 4 occasions and yet my boots are still in my car in a box. They seem to not care that I have wasted so much valuable time with false emails and non-working tracking numbers. I have reached out to the News Channels for help. I’ve contacted the Attorney General and the BBB. In a few days I have had them for 30 days so now that’s probably the excuse they will use to not give me my 37,000 points back. Thank God I did not spend actual cash.

Updated on 04/23/2019: HOW is it okay to steal from your customers? Someone tell me!! 4 months of chasing a refund for parts and service. They couldn't fix the machine. So why the HELL should I be paying? Had to get a new one. 4 months!! Calling. Faxing. Mailing. How is this okay?

I have bought a Kenmore refrigerator at my local Sears store. The delivery was scheduled for Saturday, April 13, 2019, between 12:15 ad 2:15 pm. At 2 pm with no delivery and no calls, I called Sears phone number and was told that my delivery is next in line. At the same time a text message came that my delivery will be in 40 minutes, despite the fact that I explicitly said at the time of order NOT to use my cell number and NO text messages, please. At 4 pm with still no delivery I called Sears again and was told that my delivery is next, that 'they are at delivery #5, and yours is #6'. At 6 pm with still no delivery I call Sears again and ask to talk to a supervisor. Supervisor comes and informs me about my call being recorded. I inform the supervisor that I also record the call for my own file.

Sears repair came home to fix a pulley from the dryer that was making a squeaking sound. Sears window time for repair was 8am-5pm (so a full workday lost)! During the labor, the repairman dropped a drill and damaged the wall, a dime-sized hole. Called Sears and made a claim (which is handled by a third-party company). During the claim procedure I am told that they cannot follow up with the claim because I am not the owner of the house. The claim has to be done by the landlord, and that the landlord needs to provide 2 quotes for repair. I tell them that I am willing to repair and would like a refund/credit. I am told that if so I need to provide a receipt of the expense to the landlord (that means I need to pay out-of-pocket first for a damage Sears caused). This is horrible service! I am the one having to lose days off work again to wait for quotes and wall repair, having to make the repair/claim requests, and they cannot work directly with me!

I scheduled my washer repair appointment 10 days in advance and took the afternoon off work. Loss of $300.00 for me! Window for tech to arrive was 1-5 pm. Tech never showed, left a message at 5:35 pm that they would reschedule. Upon calling Sears, I'm told I've been rescheduled for 8 days from now, meaning over 3 weeks with no washer. No thanks! Will call a more reliable company. It's no wonder Sears is in such dire straits! Terrible service, would rate a 0 if that were an option.

So, since they did not do a completed wheel alignment you would think they would refund my money...they said no, not THEIR fault. I called customer service???? 2 weeks ago, was told they will get back to me within 72 hours, still waiting. I am just getting started with my "campaign" to get satisfaction!

Delivery was scheduled for today between 8:15 and 10:15 am. Waiting until 11:05 am and call their customer service to just find out that mattresses don't fit on truck. No one bother to call. They don't care, they got our money already. They don't care that you stay home lost a day of work and keep waiting. I am not surprised they are having issues. With this type of customer service they shouldn't be in business. Stay away from Sears their delivery and customer service.

Bought fridge in January 2019. Fridge is broken as of April 2019. Told could not be replaced or serviced until 4/24/19. This is unacceptable service and evidently poor quality equipment. Very unaccommodating and rigid business practices. Will not shop or recommend Sears to family or friends. I’m very I displeased with the service repair policies and lack of commitment to the products they produce. Sears has lost a customer in me.

I purchased a Kenmore gas range last year to replace a perfectly fine oven just so all my appliances could be Kenmore, and started having issues with it almost immediately. I bake as a second means of income and my cupcakes weren't rising evenly. They sent out a new rack and this didn't take care of the issue. Unfortunately life got in the way and I wasn't able to continue the fight about the uneven rising. So fast forward to about 4 months ago my light bulbs start burning out every 3 weeks. So I call to complain about the light bulbs and bring up the issue with the uneven baking again.

I bought a washer and dryer from Sears online. It was delivered today. The dryer makes a vibrating noise from the instrument panel when plugged in. It is not on. Just plugged in. Unplug it and it stops, plug it back in and it vibrates, unplug and it stops. I tried online chat and got nowhere. He told me to look in the book to see if it would be covered under the warranty. This dryer was just delivered and never used. I called customer service. I was on the phone for over an hour (one hour 8 minutes). I was transferred, put on hold, transferred, put on hold, transferred, disconnected. Called back and a repeat of the of the last sentence. Called back. No one will come to check out this dryer for 10 days. This whole purchase has been a nightmare from beginning to end. I have always swore by Kenmore. Will never make another purchase from Sears.

Sears came to fix my refrigerator. I had to wait ONE WEEK for the part to arrive. The technician only fixes refrigerators but I guess they don't keep parts on the truck anymore. Technician left and the next day the refrigerator was not working. I called for another service and it was ONE WEEK before they could come back. I waited the week and the technician was to arrive between 10:00 a.m. and 2:00 p.m. When the technician had not arrived by 2:00, I called Sears and asked that when they place their automatic calls to notify the tech is on his way, to please call on my cell phone. She stated they would. They did not. They called my home phone. Then when the technician arrived at 2:17 (not within Sears' 10 to 2 block), he also called my home phone. So I missed him by ten minutes.

We called Services for a squeaky dryer, which was caused by the pulley. The repairman came out, replaced a different part, didn’t fix the squeak. Then opened up the dryer again to fix the squeak, and charged us $298.50. It was supposed to be covered under clean and maintenance for $158. He said there was no such service. I will never use Sears again. I could have put the $300 toward a new dryer. I’ve spent 45 minutes on the phone holding and was disconnected after explaining my problem to a Sears customer service supervisor. The worst customer service ever!!!!

Please be advised that Sears have no technicians to repair appliances in MI. They still tell you they will honor the whole home warranty but all they do is take your money with no staff to repair your appliances. Shame on Sears. There are also no managers or supervisors to speak with they keep transferring you and then they make an appointment and send you an email to cancel it. They should give me my money back and I will just go find my own repair person. It is too bad there is no trust left in the Sears name.

Recently bought a treadmill from Sears.com online and product for delivered as broken piece. They asking me to pay 300 for shipping so they can refund my money for product. Already paid 300 for shipping to receive the product and I offered to drop it off to the store and they refuse to accept it as it was ordered online. Some stupid crazy **. Now I paid 600 for a broken piece of ** and no one care about it. No wonder why Sears is going into ** hole. Never again.

We have a service warranty for our dishwasher and the repairman came and instead of changing the part, he sold us some tablets which did nothing to solve the problem. Made another appointment which was to be from 1-5 pm and that they would call either of the two phone numbers we gave them. At 7:30 pm when we called to ask where the repairman was, we were told that he had come to our house but there was nobody there. Not only were we at home, but nobody called us on either phone as they said they would. We were then scheduled for another date a week later. We will not be renewing our expensive service warranty again with Sears. In addition, having to speak to someone at a call center in Bangalore who did not speak coherent English, was the final straw.

My Kenmore Washing machine stop working. It's about three years old so I call Sears repair service. I figure it was a Kenmore machine so call Sears repair. They asked me to pay for the repair then. They would order two parts and said both parts would be in within the next two weeks. The one part came in a few days. It's about three weeks later now and they have no idea about the second part. They are still trying to locate it. I call Sears everyday day now. Three weeks in the house with my family with a washing machine and no ETA on the part. If I would have known this in the beginning I would have gone somewhere else or purchase a new machine.

I purchased a new garage door opener last Monday 4/1. It is a Craftsman model. The actual company that installs the garage doors called me on Tuesday 4/2 indicating that installation would be on Monday 4/8 but they did not provide a time. So come Monday 4/8 (yesterday) I called to find out what time the tech would arrive. I was told by both the Sears Installation department and the actual company that dispatches the installation technicians that I was not even scheduled for installation yesterday and that the soonest would be Wed. 4/10. I took an entire day off from work (unpaid) to wait for the tech on 4/8 because that is what I was promised.

I bought a Kenmore Elite refrigerator 4 years ago for $3,170 plus tax and a warranty for 2 years for $500. Within 3 months, the refrigerator made a loud noise because of a fan hitting some ice so repairs had to made. 4 years later, it doesn't work at all (not cooling or freezing). Of course, the warranty expired and I don't remember getting a renewal notice. I called Sears to come and repair it for a $99 service fee but the earliest appointment was in 20 days. With no other option, I had to call a local company to come and look at it. $1,000 later for a computer unit, the refrigerator still does not properly work. So I still have to deal with Sears because Kenmore is owned by Sears. They will come in 20 days with a service fee so they can see if the repairs are covered by the manufacturer's warranty (sealed components or compressor).

6 weeks to get lawn tractor tire repaired. I placed an order for a lawn tractor tire which was under warranty mid-February 2019. Waited two weeks and no tire so contacted Customer Service. Service rep advised tire on back order so give it one more week and call back. Called back next week and was told there was no order listed anywhere for the tire. Started over with new Customer Service rep and place order for tire. Was very careful to give model number and tire location. A week later received the wrong tire. Started process over again after speaking to supervisor!!! Next tire received would not seal to wheel and technician who came said it wouldn't work because tires are shipped almost folded. Technician finally placed ANOTHER ORDER for complete tire assembly. Tire finally installed on 4/4/19! Technician was great but Sears ordering department was a NIGHTMARE.

This is the worse experience with Sears. My dryer has been messing up since we've purchased it. It has ruined my warm sweaters, leaving them crusty and rough. Its messed up my daughters clothes. I paid for insurance and this thing keeps messing up. Customer service have been super horrible. I don't know what kind of people work for Sears, but so far everyone has been imbeciles. They have gotten my whole address wrong. I've called to fix it so many times and every time the technician is set to come, I noticed the address is completely wrong, so I call to let them know, and instead of fixing it, they don't, or else they cancel my damn appointment.

Sear deserves zero stars! On Nov 2018 my wife and I purchased a stove and a refrigerator, and the delivery date was scheduled for the end of Jan 28, 2019. No contact was made until I called asking what time of delivery. Spoke to a delivery rep and they had no idea I had purchased a stove. The refrigerator came in damaged. The delivery guy pushed for me to take it and I refused. The fridge was sent back.

I paid for a refrigerator on 3/19/19. Was supposed to be delivered on 3/24/19, Sunday. Never came. I called Sears. They said it will be delivered the NEXT Sunday. I called delivery and they said they had never picked it up from store. "Do I have the "pro" number? No, I didn't. Since it was later in the week, I just waited them out. No delivery the next Sunday. I called the store today. No answer. No answer? No wonder they are going under. Let's merge Sears (a crappy company) with Kmart (another crappy company) and THEN we'll have a great company! I tried to upload the receipt, but this site says it has to be jpg, etc. It's a pdf, so I guess I can't upload it.

If I could rate this a "0" I would. This has been the most horrendous experience I have ever had with any service! I placed a call a little over a month ago for my fridge. Had an issue w/ the ice maker due to condensation building because the doors don't always close properly. 1st Saturday visit - the technician said he had to order parts, which he did right there and then. He scheduled an appointment for 2 weeks later (Saturday appt.) to give enough time for the parts to come in. I received a package (which btw I didn't realize was being shipped directly to me). I called Sears the Monday before the scheduled Saturday appointment to confirm, to then find out that my appt. was changed to Friday.

3/30/2019: My 7 year old Kenmore water softener has a leak in the brine tank. After reading the warranty which states after the first year I am required to pay a trip charge, (but doesn't say anything about labor) I assumed the trip charge is all I would have to pay. On 3/20/2019 a Sears tech was out & said I "would" have to pay for labor too. I asked him to show me where it says that in the warranty, but he could not. He was only going by what his tablet was telling him. I said fine, just ship me the replacement tank & I will install it myself.

I have a 1 year old Samsung fridge... Ice unit keeps freezing over, under warranty with Sears (paid for extra warranty). It has been repaired (same part) 4+ times. Had someone from Samsung come see if they could help, They told us the cooling unit was damaged during the prior repairs but Sears has to handle due to warranty. Scheduled an appointment and when they came said an "expert" would have to come look at it.

1 month ago, I called Sears about our range to/stove smelling as though plastic was burning, the next day, the oven stopped heating. After a half of an hour of the call person taking me through various steps to diagnose the problem, they decided to send a technician. 1 week later, the repairman diagnosed the oven, and he found 1. The bottom plate that covered the element in the oven was bowed, 2. the element itself was bowed, 3. several electrical wires/connections were burned up on the back of the control panel. He told the lady at Sears that he had to order parts from, that he saw no reason why this should have happened. He seemed to think we would get a replacement oven, however, the service center decided to repair.

We purchased a Kenmore refrigerator last summer when our 30+-year-old one gave out. First, we had to do our own delivery or wait 3 or more days! Worked fine until 6 weeks ago. It is still under warranty but after several repairs and defective replacement parts and lousy customer service on their "Sears CareS" line, I have been trying to contact their CEO of Sears Home Services. Won't return my calls. Have left 5 messages as of this writing. Several times was connected yet again with the Sears Cares (HUH?) line to people no one can hear or understand and when you can, they are reading from a script because they can'T understand or speak English. I'm sick of it and am again going to fill up their Home Services line. Not happy and now rate Sears lower than NO stars! Had to check one star just because it is required.

On February 14, 2019, I had scheduled an appointment to repair my fridge. The technician went to check and order parts, that I paid with my card. After 2 weeks the parts never came, I called customer service and nobody knew about my order. After a month on March 11, 2019, I ask for a refund and as of March 26, 2019, they can't give me an answer regarding my refund.

On Jan 17, 2019 my Elba washer stopped working. Have Sears Home Warranty. Call for service. 10 days later tech comes and orders parts. 20 days later parts arrive and took 7 more days for tech to come install. The machine worked for 2 loads of wash and quit again. 7 more days for tech to come. He ordered parts and found out manufacturer doesn’t make that part anymore. It was handed over to research. After 22 days they decided to replace my washer with new one. I’ve been waiting 12 days for voucher to get one, meanwhile I spent over $200 at laundromat. So for 68 I haven’t had washer and no end in sight.

In September of 2018 I needed to have an ice maker repaired. I telephoned Sears repair to see if this was something they could do. I proceeded to have an online chat at this time. (Of which I have a printed copy). I was informed that if I took out a Sears Home Warranty for $50 per month, they would repair my ice maker for the price of the service call AND in one month they would service my Viking oven as the door did not fully close. I was very specific in this conversation with regard to the brand of oven and the difficulty I was experiencing. The salesman assured me they would cover it in one month. My ice maker was promptly repaired.

We have a Sears washing machine that is still under warranty. It broke down and Sears did schedule a repair person (via Olson Heating) to come out, 5 days later. The Olson person was prompt and polite and told us we need a new washing machine as 10 different parts were broken, none due to misuse. Sears response was to order the parts and have them repair the machine. All the parts are on backorder and will not be in for 2 weeks. And then, once the parts arrive, they are telling us to schedule the repairs--again, having to wait however many days for the appointment to be scheduled to maybe fix the machine. No guarantee this will work. This whole thing will cost much more than the washing machine did. Talking with Sears has been unhelpful and their customer service is awful. No wonder they are going out of business. Never again! They have lost a life long customer.

I called to have service done on my refrigerator on a Wednesday. They came on Friday. The repairman said our fridge was dirty and need vacuuming. That's why it wasn't working so he, (Felix the repairman) vacuumed and charged us an extra 40.00. He then says don't turn it on for a couple of hours because it had gotten too hot. We waited, turned it on and it never got cold. We called them back and they said, “No one is coming back. You have to wait until Monday because Sears do not work weekends.” We were pissed. On Monday I call early 8:30am to see what time they were coming. They said, “He's on his way. Give him 30 min.” We waited 2 hours. No serviceman.

Dropped off lawn (Craftsman) mower on 02/02/19, asked if they could tell us what was wrong and how much to repair. Did not think it was under warranty anymore. Received a call on March 9th asking about the warranty. We told them again we did not think it was under warranty any longer and asked again what was wrong with it and how much it would cost. We were told they had not looked at it yet and could not tell us at that time what was wrong. We called mid March to find out what was wrong with it and if they had an estimate yet. At that time the employee who answered continuously talked over me and then told me I had to call back when the manager was there. Went in and spoke to the store manager and was told the automotive department was not under him and he was unable to do anything. Was given a number to customer service, they told me to talk to the manager at the automotive department.

Sears Elite washer. Worked for everyday wash but to do heavy duty again needed a new clutch. After Sears maintenance visits, the machine is now completely broken. Have scheduled 7 visits but they have canceled every one. It's simple - machine worked before you came and after you came it is completely broken. To me, this is not bad customer service. It borders on devious and intentional counting on customer to give up in frustration.

Our microwave oven combo has been sitting in our kitchen floor 3 weeks. They have been here 3x so far to repair. First time the serviceman couldn’t remove alone (we told them what kind it was and would have removed ourselves if they had told us to). Second time it had to be the magnetron. Everything else tested ok. But they didn’t carry so had to wait till it came in. 3x he came to install part and that didn’t fix! So it has to be transformer.

Our machine washer broke. We called and asked them to fix it. We had 4 problems already. 1 wrong parts, 2 reschedule because it wasnt updated. 3) broken parts. 4 reschedule I don’t understand. We have problems on problems. Our Machine washer will be fixed when I will be dead. Like are you serious? This is the worst company ever. I hope they close all of their stores down and I won’t even feel back it’s time for time to go bankrupt. Save your self money and the time Sears isn’t worth it. I am taking Sears will go to court for treating all your customers wrong and lying to them. I read so many reviews about your company Sears and they are the worst ever. I will never ever I repeat never ever shop their products again. They treat their customers like animals.

I bought a full home warranty from Sears when I had a repairman come to fix my Kenmore Elite dishwasher. He was new to the company, so when he tried to order the parts needed, he spoke with five other employees from various departments to see whether I had to pay for the parts, or not. He got varying answers. I had three repair dates altogether, which included one guy saying this was a brand new account so he was going to charge me another diagnosis fee. I finally got the dishwasher fixed, with no additional charges.

I am going on my 9th visit with Sears Home Warranty Services. Spent over 63 hours in five months waiting for technicians to fix our washer. In the last 8 visits, I had the first tech push this warranty and explain that we can cancel at any time. What he didn’t explain is that I CAN cancel at any time but Sears will charge me a full year of the warranty. So might as well keep it.

I scheduled auto service appointment at 12 pm today. But when I went to drop off the car to service center in sears Marlborough, I have told by customer service person, the mechanic is not in and he will contact at 1.30 pm. After that it will take an hour. I agreed and waited over there till 4 pm and asked the status. They told they do not have the parts and will take another 2 hours. This is ridiculous. They told they cannot pay attention with everyone. They asked me to come back next day.

The technician came out to see my water softener and told me the line for the drain probably could be replaced to fix the issue. He did not provide me with an estimate for a rebuild nor did he fix the machine and yet I paid $104. When I called Sears to get a copy of the estimate they said he didn’t finish one but I could pay them to come back out and a new “expert technician“ would give me an estimate for repair. I spoke to the lady on the phone and her supervisor for 31 minutes only to end up still not getting a repair estimate or a technician without me paying again.

If I could give Sears zero stars for quality, service and warranty, I would. I purchased new 2 years ago a Kenmore side by side 5162 refrigerator and just 3 days ago the evaporator failed, losing all the Freon. Since this is out of their 1 year warranty, a new one is now being ordered from Costco. Also, 6 mos ago, the door hinge failed causing the door to sag. Sears home repair service is a joke, came out to diagnose for $100 only to tell me I was out of luck. So I fabricated a part to properly align the door and keep the condensation tight. Definitely a manufacturer’s defect. The new fridge just ordered from Costco carries a true 2 years parts and labor plus I purchased an extended 3 additional years for $99. I will never buy another Sears appliance again. So sad to see a US icon lose market share but when you quality control and customer service, who’s to blame!

I bought a dishwasher online then I was sent an email 3 hrs later saying order was cancelled. I asked why? They claimed there was only 1 left and they can’t guarantee it would still be there 2 days when I could pick it up. So Sears policy is pay online and hope no one comes in and buys it... So why have online buying??? As of 8 hours later it is still available but they are claiming it may not be there Saturday even though I paid for it today. I will be filing with the BBB and the state Attorney General and possibly with the courts for FRAUD. I will NEVER use Sears again. I can fully understand why they are going down the toilet.

We had a refrigerator issue on our French door / Sears refrigerator. It is 5 years old. The water and ice maker had stopped working. We initially called a ticket in thru Sears to repair. Tech came, recommended a repair (part that never arrived so 4 weeks later we had to call and find out WTF happened with the Part). Tech had pushed the home warranty and also recommended a part that would fix the refrigerator issue. Long story short - 2 months later, 5 techs and about $500 down the tube, our refrigerator still is not working. We have called the absolutely/worse customer service (Sears), technicians and warranty departments multiple times. The right foot doesn’t know what the left is doing.

I needed a ductless system installed and Sears was the first to respond to my request for a quote. Came out and gave me their sales pitch, discount for signing now, no-interest loan yada-yada. Wanted a $500 non-refundable deposit, which I paid after being told that they had a 100% price-match and assured that if I chose to cancel after the 3-day grace period, all I would be out was my $500. Second estimate came in at less than 50% of the original quote - and their best "match" was still 50% higher.

We are getting bids to upgrade countertops. I know better, but I signed a contract with Sears Home Improvement before I got my other bids. Avoid Sears. They pitch their granite as superior because it is the highest grade. After signing, my other bids came in much lower. I googled granite pricing & quality. Pricing is based on sourcing cost & color not quality of material. Lower priced/graded granite can be better quality & hardness than higher graded granite. I was duped - Sears granite is overpriced. Yesterday, 6 days after signing, I cancelled. Today I received a letter from Sears Home Improvement District Manager David ** telling me "at their sole discretion" they are charging me $500 + 30% of materials ordered. No way they ordered materials - hadn't even measured. It sucks to pay them for nothing, but I'm still better off with a trustworthy contractor. Avoid Sears Home Improvement. These guys are dishonest & greedy with tricky contracts.