Sears Reviews

This is an email that I issued to SEARS after my last interaction with them via phone, yesterday. I spoke with Richard who claimed to be a department manager with no boss that he could transfer me to. He said if I wanted to talk to anybody else I would have to send an email. (I told him that unless he is the CEO, he has a boss.)

Purchased a Kenmore Elite grill 4 years ago (around $900) and the electronic ignitor went out on this a couple of weeks ago. I was told that they no longer make the part and there is nothing they can do. How can a part not be made any longer on something so new? I spent 20 minutes on the phone with them asking to talk with someone in charge that can make decisions and then listening to them tell me that they don't make the part anymore. They then proceeded to tell me that they can send a technician out to look at the grill for repair (at my cost of course). This organization cares nothing about their clientele which is why they are on the verge of going under. This is by far the worst customer experience I've ever had. The organization is a joke and when it goes under it will not be a sad day! I WOULD NOT PURCHASE ANYTHING FROM THIS ORGANIZATION! BUYER BEWARE SHOPPING WITH THEM.

Hang up, Multiple Errors, System Failures - No one at the help desk knows what they are doing, end up being on hold for hours, too many people hang up on you for no reason and never call you back, and nobody can speak English. Pretty ridiculous. I bought a stove, microwave and refrigerator. I will never ever ever ever buy.

I had always went with my family’s ways. So, I ordered Central Air Conditioning for my home. Well that was a disaster. The 2 man crew didn’t speak English and I had to replace a compressor a few years later. Then I was stupid enough to get a Washing machine from Sears. The installer told me “oh by the way, your hot is cold and your cold setting is hot." I’m astounded at the terrible crews I was sent. Never been to Sears since 2010.

Called to report a water leak under the kitchen sink. They tried to send a plumber from over 40 miles away however that company said they never came this far. No plumbers are in network in this area although we are very close to a major city. After telling Sears that I was cancelling our $70.00 month contract they offered to let us get a local plumber with the stipulation that the plumber call them. A faucet had to be replaced. A call to the "claim specialist" could not be completed. No one could be reached at three different numbers. The plumber could not waste any more time. We paid him and he left a copy of the bill and his contact number which I emailed to Sears. By the way, it isn't really Sears.

I can't get anything accomplished by calling your customer care department. Not only can I not understand them but when you have an offshore company doing your CC for you they must know the products and be helpful. These people can't even switch you to a supervisor without cutting you off, or maybe they just hang up. I will not only never spend money online with you but I will tell everyone I am friends with how terrible my experience was with you.

Legal scam, sham whatever you can call it. They want to charge you $89.00 to come for an estimate regardless of amount, then estimate $899.00 for $2.00 job and give you 20% off which is $719.20 and then report you to collection agency for NOT payment for this scam... What a shame - no wonder this Sears Home Services company in trouble - the only way they make money to scam the customers and NOT providing honest service. In my prediction, give 'em another 3-5 years and they will disappear completely.

My 7 month old refrigerator died. I waited a week for them to verify it was dead. Another week to schedule the repair. The day before they sent an email telling me they canceled the repair because they didn’t think the parts would arrive—they were here. Another 15 minutes on the phone and a supervisor later I got the repair rescheduled. 3 hours on the phone and 2 weeks later (it would have been a month if I hadn’t complained). This is not customer service.

I have had your repair service out on 3/6, 3/20, 3/26 and 4/16 to repair my snowblower. The Tech Jerry removed a part today and ordered a replacement part. It did not work even without the scraper. Jerry said his manager won't agree to replace as the contract states you should when it is unrepairable. Jerry knows even with the part installed it still won't work. I need to have authorization from his manager to get a replacement. Please advise who can escalate this case and get this matter resolved. This is 4 appointments during the business day with a window of 8-5 PM. I have missed work to be home and this is now COSTING ME MONEY AND TIME AWAY FROM WORK. THAT IS UNREASONABLE. I would expect Sears to stand beside its products as I am a long time customer and all my major appliances are from Sears. Very disappointed in Sears. #longtimesearscustomer.

I requested service on a plan I had for over three years. A to Z repair company came out to my home January 24, 2018 and as of today no one have provided no update on the claim. I finally got in touch with Sears Home Warranty on the issue in February 8, 2018 and was told that they were having an issue getting the main panel board for the Kenmore Washer. Mine you this Kenmore washer was a year old December 12, 2017. Back to the call with Sears, I was told I will updated when a resolution is found. Today April 16, 2018. No resolution and I had to call Sears Home Warranty to find out any information on the claim. I told Sears Home Warranty that I wanted to cancel this plan and they inform me if I cancel the plan now my washer would not be covered. This warranty service is a waste of good money.

We purchased a Fridge for $1200.00 in May of 2017 from a local Sears store. I too had great luck with Sears products in the past so I did not blink a eye, but should have done my homework. After one we noticed the fridge was not cooling correctly. Tried turning up the thermostat, but it continue to warm up inside the fridge. Called Sears and could not get a appointment for one month. Set the appointment up and the service tech never showed or called. (took a day off work) Called Sears, set another appointment up, service tech came and order parts. Waited twelve days on parts, one finally showed, but ended up waiting four more months for the other part that was back ordered.

Damaged Mattress - I took a vacation day, drove 4 hours to my retirement home for the scheduled delivery confirmed twice by Sears. Since Sears cancelled delivery I had no other option but to have neighbor schedule the next appointment. I trusted Sears to provide a quality product. Not a product with a hole and grease. Sears has a 72-hour policy to report damage. Since I did not discover the damage for a few month. Sears informed me this was my problem. I have purchased products from Sears for years. I will never do business with Sears again.

I have never had a worse experience with a repair company. My refrigerator broke about 3 months ago. I called SEARS because it is an LG and they claim to service and repair them. The first guy diagnosed it and told me they would need to order a part and sent it to my house to arrive a week later. So that is one week without a working fridge. About 10 days later they show up to "fix" the fridge and put the new part in. Fast forward two weeks and the fridge is broken again. Technician comes out and says that another part is broken and they did not realize it. They don't have that part. They send it and again about 10 days later show up to fix it. Now here I am 3 weeks later and the refrigerator is broken again.

This has been going on for Month. I have been jumping through Hoops Lie after lie... OK it been some time since I last posted-- Our Holiday was a bust. We had NO microwave/Oven. Nothing just broken promises. Now they say I have a different service contract. They all the other that are in my house??? So they are tell me they're going to just give me $500.00. I have to buy it from Sears and I only have 90 days to buy it from them- This was a 2500.00 Microwave/Oven - This company is really liars - They don't tell the truth and give runaround -- DON'T TRUST SEARS!!! They are not trustworthy. I waited almost 3 months without my Microwave/Oven and they only want me to go away for $500.00. Who's going to pay for the installation??? WHAT HAPPEN to their service contracts and who made the switch- -- SEARS IS NOT TO BE trusted.

1 month ago I contacted my Sears through my home warranty program per the booklet left by the Sears salesman 6 months ago who fixed my washer and had encouraged me on signing up for obvious reasons, my washer that I have had nothing but problems with since I purchased it. I assumed I was going to be getting a Sears service person whenever I had problems but nope! He didn't offer any information either, that might mean they would lose money, lol. So... I called 1 month and 1 day ago to have my washer serviced, they called a 3rd party company to work on it but they don't service Samsung washers, I was told when I called back that I, the consumer had to find my own service technician, of which I was paying them for, with brief instructions on how to do this.

I called Sears appliance repair for my 2-year-old refrigerator that had stopped working. I told the agent the make, model and year of the fridge. He sold me on a Sears Home Warranty for one year at a cost of $50 per month plus $80 deductible per incident that would cover the cost of the repair and all my other appliances.

I purchased a hot water heater with installation & hall away from Sears for my mom and they said that someone should be contacting/calling me within 24 hours to schedule the installation. No phone call. So I decide to call the number listed on my receipt of purchase and I'm on a call with someone who can not tell me anything except that they do not have any other their 3rd party installers to accept the job of installation for the area.

Basically had my freezer drain pipe fixed. $10.00 part and the repair man took 20 minutes to fix it and another 15 minutes or so fiddling with his computer trying to print out the bill. The bill came to over $400.00. Had a 20% coupon which basically covered the service call which was supposed to be $89.00 but they jacked it up to $104.00. Pretty expensive wouldn’t you say? Would not recommend using their services for appliance repair???

P=phone call to their call center. P March 30th, made a call to Sears Warranty to have them fix my dishwasher since it was not cleaning my dishes. P I also advise them the light in my Fridge is out. They tell me bulbs are not included in the service agreement. April 2, Tech arrives to diagnose and determines it is a faulty control unit per the diagnostic check. Tech advises me he will return on April 9. In the meantime, I have done the troubleshooting on the fridge and determined it is not a LED, but in fact a faulty wire. April 8th: Part ordered to be delivered to my house. April 8th Part arrives.

I had a Sears repairman out on March 13, 2018. He was competent & ordered a part to repair my stove. I had to prepay for the part & repair which was to be done March 20th. Less than 1 hr later I decided not to do the repair & called customer service who transferred me to parts to cancel the part & repair. March 17 I received the part I had canceled & called customer service again. The repair appointment was never canceled & I decided to keep the part so my husband could fix the stove. At this time I requested a refund for the service I had to prepay for & a copy of my receipts that I never got.

My experience with SHW was HORRIBLE and absolutely ridiculous. I made the claim on Feb 26th and had to wait until March 14th for a diagnosis. Parts had to be ordered and were delivered within the week. However, the soonest a tech could make a repair was on March 27th which I wasn’t too happy about. But it only gets “better”, on 3/27, I stayed home expecting a tech to show between 10-2 AND I GOT STOOD UP!!! Sears didn’t even have the decency to call and cancel 24 hours in advance as they would have EXPECTED me to do or they would have charged me! I didn’t receive a call until AFTER the window and the lady rescheduled me for April 9th - which is COMPLETELY unacceptable. The only explanation I got was “due to technical difficulties”... SERIOUSLY?!

17 months ago my wife and I purchased a Kenmore microwave from Sears when we built our house. On month 14, it started making crazy noises, so we called and they said it was out of warranty. It’s only 12 months. Now, it doesn’t work at all. 17 months into purchasing a new microwave it isn’t functional? Customer support told us, "Sorry, it’s outside the 12 month window, you are out of luck." They offered to send a technician out for $250 (not including parts) to which I laughed at their face. We just bought a new Samsung microwave for less than their repairman to come out. I will never purchase anything from Sears again in my life. I encourage you all to do the same.

Called Sears to come fix my Kenmore appliance. They convinced me to enroll in their monthly plan, which I did. Scheduled the technician to come for the repair. They gave me a date and a 4hrs window. I came home from work to wait for the technician and at the last 30 minutes (after I waited 3.5hrs) called me to inform he was not going to be able to come. He said the next available time would be 2 weeks later. I immediately called customer service and they said the same thing, next available time only 2 weeks later. Ask to speak with a supervisor, same answer. Asked to speak with the supervisor of the supervisor and was informed that was not an option. This is the worse service I ever experienced! Don't use Sears service!

After reading the terrible reviews for Sears purchases, I have decided to add my own complaint, because I am very frustrated as well. I ordered a refrigerator online on March 16th. On March 18th the same refrigerator was at a lower price at Sears.com, so I called Sears customer service and asked him to adjust the price. He would not do so, even though Sears has a Price Guarantee. I went and cancelled my original order and then went back online and I ordered it, the Kenmore refrigerator at the lower discounted price. Since I cancelled the original order, which was placed on March 16th and it was cancelled on March 18th, they told me I would get a refund of almost $900, which is what I paid for the refrigerator, in 7 to 10 business days.

I ordered a twin low loft bed from Sears.com. The bed did not arrive when promised and they could not tell me when it would arrive so I told them to cancel the order and I ordered the bed thru another website. Four days after cancelling the order, they decided to ship it. I had to refuse delivery. That was almost 3 weeks ago. They have told me numerous times over the last 3 weeks that I would receive my refund within 3 to 5 business days and I still have not received it.

I originally bought a $3500 refrigerator from Sears and I had no issue with in the beginning. I then bought a $1000 air hockey table that came broken and customer service told me I could not return it and I will not be able to get anything but a $250 store credit which was never sent to me or applied to my account. Once I bought the hockey table, I then started having issues with my refrigerator, It broke down and I was out of a refrigerator for Thanksgiving, Christmas and all the way until January of this year A WHOLE 2 MONTHS! NOW my refrigerator is not working and it has been down for 2 weeks. They will not replace the refrigerator and do NOT care if a customer doesn't have food. They did however offer a mini fridge and for me to pay for a rental refrigerator and they would reimburse me. I would have to spend my OWN money for an issue I didn't cause and they don't know when parts would come in.

I bought a Roman Chair (a piece of exercise equipment) online without creating an account. Just as a guest. I later find out I need to have an account to get the marketplace guarantee. DON'T SHOP AT SEARS. The item was defective when it arrived making it impossible to assemble. The 3rd party vendor Winado wants me to take a picture of the item. I don't own a camera and am disabled so this is out of the question. The item was already packed back into the box to be shipped back. So we are at an impasse. I have not heard back. I only get lip service. DON'T SHOP AT SEARS!! ESPECIALLY ONLINE UNLESS YOU WANT A HEADACHE. I AM OUT $59.00 and hours of phone and online time trying to get this resolved. There is no receipt. It was purchased online.

Bought a new home 1.5 yrs ago. 12 yr warranty on a Hot Water Tank. Tanks starts leaking after 11 yrs. No warranty states it's not transferable. But they told me over the phone it is not transferable. I need person who bought the tank and had installed (2 homeowners ago) plus they need to have installed date paperwork. Are you kidding me. Warranties are a joke. Sears is a joke. Kenmore is a joke. I'm just your average guy getting screwed. Hmm I wonder where I will go.

I'm so glad JC Penny now sells Appliances because Sears Home Warranty is the worst organization I've ever dealt with. The customer service is a joke and waste of my time. After waiting two weeks for my appointment to have repairs on my dryer they canceled my appointment. When I called to complain their story kept changing. Finally after 1 1/2 hours of being on hold, transfer and disconnected they said I canceled my own appointment and will have to wait two weeks for another one. I've been doing business with them for 30 years but as of today, I'm done with this company.

My mother passed away two months ago. She had returned two appliances and received the money back in the form of a check in the mail. We received this check after her death. After going through probate court and obtaining two legally affidavits filed with the courts. Sears refuses to re-cut the check in my name. The customer call center which is in the Philippines told me my case is closed. They refuse to take my legally affidavit, that shows I have legal right to handle my mother affairs. However they took my mother’s death certificate and said case closed. They stole my dead mother’s money! How can they do that. What about accountability and ethics!

Called the warranty dept on March 17, repairman came on March 20. Order a new drum. We are now April 5th, still can't get a new drum. According to the warranty, they have to replace the dryer if they can't get the part in a reasonable time frame. Called them today, they are telling me that I have to wait 7 to 10 business day from today because they are still looking for a part before they can allow me to get a new dryer. I will be without a dryer until the 18th of April. One month without a dryer is insane. Wonder if the wife of the CEO of Sears could be without a dryer for a month?

Recently bought a spring and mattress from Sears.com. They would not give me a delivery time that I could manage so I canceled the order. I was then charged a "Restocking fee" of $127. They offered me a 10% discount on future Sears purchases as if I would even consider shopping there again. DO NOT SHOP AT SEARS!!! As far as I am concerned Sears stole my money.

Do not waste your time with these folks - they are simply the worst. We had an appointment with them to come fix our washing machine. They called and canceled the day of the appointment - the repairman was sick. They rescheduled for two weeks later - i.e. today. Today they called an hour and a half before the appointment to tell us that the repairman was over-booked and could not make the appointment. Then they told us that they were so booked, they could not make a new appointment at this time. This is no way to run a business. No wonder Sears is going out of business. Good riddance​.

Sears is the absolute worst company I have ever dealt with. If you decide to shop there, you will have the worst experience. Don't say I didn't warn you. I have racked up a total of 14 hours on the phone with Sears in the last three weeks. I get transferred, put on hold, disconnected, lied to... All so I can spend $3K at Sears. I can honestly say that I have bought every appliance at Sears for my whole life... (My parents did too). But what has happened there? They are currently trying to scam me out of 1K. I had to return a part of my purchase since I didn't realize I would need a plumber in order to install it.

I purchased a GE refrigerator from SEARS in Jan 2017, was offered free delivery. At the time of delivery, the installation team offered to install a water line for the ice maker for $125. In Oct2017, the line leaked at the fridge and at the water line tie in, so I had to contact a plumber. The plumber noted on his report that incorrect ferrules were used, causing the leak. My kitchen and family room sustained damage (flooring, molding, drywall, heating vent). I reported the issue to SEARS, who gave me a case number and referred me to their claims department (Sedgwick, 3rd party company). Sedgwick was unresponsive for nearly 2 months as my claims rep quit and my case was not reassigned.

So I went to the local Sears today to exchange broken tools as I've done in the past however I was informed that they will no longer exchange any tools that are NOT stamped USA. No problem I thought because I dont have any counterfeit tools. Well I had a 3/8-1/4" adapter that said USA & of course they didn't have any to exchange. Next I had a 3/8" universal and they didnt warranty it because it didnt say USA on it which is ludicrous and I will elaborate on that in a minute. The next tool a Torx 45 -3/8" drive is a common tool, they didnt have that either.

THIS IS A SCAM WARRANTY! I have paid over $500 to Sears (39.99 every month). I made an appointment 4 months ago to fix my dryer and the person NEVER showed. Moreover, it took me about 2 hours to get the appointment in the first place because their website is a joke and it is impossible to reach them by phone. I just tried to get an appointment to get my oven door fixed and gave up after trying to do so. I have now cancelled my warranty and I have to wait 48 hours for a callback because I do not want to pay the last installment. STAY AWAY FROM THIS SCAM.

The crew put two dents in top of the washer. After 4 hours on the phone, being transferred from one place to another and put on mute several times, they finally offered us some Sears points to go on our account. We were wore out after 4 hours so we accepted. We later found out the clerk who made the offer lied and our compensation was much less than we were told.

You should be ASHAMED of yourself! I understand that you are going out of business, but to ignore legitimate complaints is beyond shameful. I live in FL. My daughter lives in Los Angeles (Brittany). In late November of 2017, I bought her a Sears Kenmore washing machine: MOD. 110.26132413. SER. C74470242. Type 589-03. After about one month of using it, my daughter noticed it was leaving big, white splatters on her clothes. In order to get them off, she has to do about 5-6 rinse cycles. She has had 4 service repairmen come out at different times to fix it, without success. BTW, they didn’t have nice things to say about Sears, the Company they currently work for! One of them showed documentation FROM SEARS that this is a known problem yet you have NOT put it on the recall list!

I have been without a refrigerator for 3 months. It just doesn't make a lot of sense. Have had 5 appts. And each time it's the same thing, we need to order parts then to be told it's the wrong part and another appts. is set to each time 2 to 3 weeks before they can come back. The part came and the tech. didn't. I didn't get a phone call. I called 3 times to later to be told he took sick in route to my home. Now they said I can't get a new one because they (think) they can fix this one, I have to keep my food in a cooler on the outside and have not even been offered a sub or anything. l have a master plan warranty for what. If this matter is resolved on the next visit other actions will be taken.

Charged nearly $180+ to clear lines from a dishwasher. Clearly, the labor was not going to take that long, and there were no parts to bill. The repair guy said the price is just based on a computer code from Sears. Rip off. They should at least have dropped the min diagnostic fee from the price, although $100 would still be a rip off at standard local prices.

Sears keeps sending me surveys and review emails. When I enter this neither will accept it. Censorship much... I paid over $888.00 on Saturday March 10th for a refrigerator with a delivery date of Monday March 12th. The 12th came and went and I got no fridge, no phone call, no email and no money back in my account. Six calls to your horrible customer service in one day and not one call got through. Every time someone picked up a phone they quickly hung it up.

I have been a loyal customer of Sears for over twenty years. I no longer am! Two years ago I purchased a home appliance warranty from Sears. I still have not been able to get a repair person to come to my home after over a year. I have called countless times only to be transferred over and over again. With each transfer I have to give all my info again. I have been told the repair service has been arranged and will contact me tomorrow. I never get a call back. I have called Sears back, again over and over again and eventually gotten the number for the repair service from them.

I had a order placed for delivery, scheduled to be sent to my old address by mistake. Been trying to get an address changed for the last 2 hours!!! Everyone you talk to is ** and you can't understand them at all. I am currently on hold now for the eighth time. They still haven't changed my address and they always say someone will call you back but that is a lie too.

Our washing machine stopped working. Like it has no power. Checked circuits and outlets. All fine. Called local store. Given an 800 number to call. Spoke with multiple foreign employees. Made appointment for inspection (after I refused the sales pitch for $600/yr for maintenance) only to have them reschedule due to bad weather. We got a 1/4 in of snow. Rep on phone couldn’t tell me where the repairman was coming from. Told me to reschedule at my convenience (as they will be there between 8 am and 5 pm).

I called to have my A/C unit repaired. They sent a company out to make the repairs and they indeed found the problem. However, it now seems that the parts must first be sent to SEARS for approval AND ordering, will take three to four days! The company said that is how the SEARS Home warranty system now works. Before, they were able to provide the parts from their shop, make the repair and then replace the parts with new ordered from SEARS. Of course, I had to pay the deductible ($100) before we could get the ball rolling.

This is about as bad as it can get. The vendors are scam artists and the Sears warranty is worse. Just trying to cancel take half a day. Every time I called the department to cancel, I was sent to take a survey regarding my experience. Don't waste your time and money. The fine print will tell you everything and the part that you are on a month to month is totally a lie. You will be charged a penalty if you decide to cancel after 30 days and keep in mind that you have no coverage in the first 30 days.

Bought an ice maker and stopped working after five months. Sears has sent 5 repair tech to fix it and still not fixed. Just got off the phone with them and they refuse to replace the machine and told me that after 8 or more times a tech visits my house they can discuss replacement. I will never buy another appliance from them again. Save yourself the headache and shop elsewhere. Absolutely horrible customer service.

I got Sears because my cousin recommended it. I tried to called them, because of a problem. I spend 2 hours trying to talk them, they keep transferring me to different department, never got to talk to someone. Now I just want to try to cancel. Still having problems.

I am very disappointed with Sears Customer Services and I am not recommending to anyone. I called to ask for a technician to look at my cooktop. In 10 days three technicians came and they just informed me that I have to replace two items and that they had to order them. No one of these three did an order, they just keeping saying that they had problems with the pc!!! At today I still have my cooktop not working! I had to cancel everything with them even my warranty, now I am worry that I will never see my refund! Tomorrow will come a technician from another Company, I really hope that this one is much more professional and serious. I will never contact Sears again, awful Customer Service, I never had such a horrible experience!

We purchased a whole home service contract from Sears. In winter, our heater stopped working. We put in a service request. The assigned company's tech came out and said that the heat exchanger had to be replaced. It took 8 days for the part to arrive. When I called Sears about this delay and not having heat in the middle of winter, Sears basically said that it is our problem and they cannot do anything about it. After 8 days when the part arrived, it was the wrong one. With the snow storm and biting cold we were without heat for another spell. Again, when I called Sears, they said that there was nothing they could do about it. I requested that they refund me the $100 service fee at the very least - a courtesy that they could offer. They refused. Bottomline, their approach is "deal with the problem. We'll not go the extra mile".

I placed an online order for a Weed Whacker from Sears and I figured I would get it at the store it’s much faster so I called Sears to cancel the order and yes they canceled it and today is March 22 and I still have not gotten my refund and I called Sears to ask them about it and they told me that I would have to wait another two weeks for my refund. Unacceptable. It’s not the amount of money. It’s the way they do things, and the guy that I spoke to on the phone totally acted like if he had better things to do so I informed him that would be the last time that I do any kind of business with Sears. As a matter of fact I have a Sears credit card. I’m going to cancel it right now. Unprofessional lack of customer service. Sears is not what it used to be.

Very bad experience with Kenmore Refrigerator. Product less than 5 years old and developed a hole in the back wall. Sears Technician informed this cannot be repaired after charging $99.00. Sear offered me only 10% discount for my next purchase. I will never ever buy another Sears (Kenmore) product. Consumers be aware Sears is not standing behind their product once the one year warranty expires. Please learn from my experience.

I called Sears to repair my washer. I have a whole house contract with them. Technician came out after several attempts to schedule appt. He had no parts, but he ordered the part he believed would be necessary. We set up another appt for between 10:00am and 2:00pm in two weeks. The appt time came and went. I called to find out what happened and was told the technician was busy and they could come out maybe in another week. That is four weeks without a washer. They did the same thing with my neighbor, but in her case it took them from October until December 29 to fix her cook-top. They dismantled it and left her without a stove for Thanksgiving and Christmas. Their service is terrible and the worst part is they don't care.

First of all I now totally understand why Sears is closing their stores and filing for bankruptcy! I purchased a new bedroom set from Sears in Portland on March 13 contingent on them being able to deliver my new mattress and box spring to me so that they could recycle my old set. To start things off it took over two hours for my transaction to be complete when I first went in to make my purchase. Yes two hours... and that doesn't include my time trying out some floor models! That's how long I was kept waiting due to errors from the sales associate. Now don't get me wrong I was annoyed but I kept my composure through that process... now comes the fun part!

Complaint details: Feb 10 2018, purchased dryer online. Paid $410.30 using debit card. Friday, Feb 16, 2018 delivery date with 8am-10am window. At 12:30 received phone call from Sears delivery that dryer was damaged. They had stripped door and would have to repair and deliver Saturday (next day). I advised would not take off from work again and questioned why they did not call me earlier regarding. I asked for refund as did not want to pay for a dryer that had repaired from damage in shipping. Several phone calls to Sears online, each rep stated "No Worries", I would receive refund 7-10 business days. One call from a supervisor, her response 7 to 10 business day refund back to debit card.

We bought this Kenmore side by side refrigerator 10 months ago. We bought it because we had one like it before, only white, this one is the stainless look. We had the other one about ten years, and had it repaired a couple times, no problem. About 4 months ago the ice maker started slowing down to nothing, then the refrigerator part, and freezer part started not cooling proper, had to turn it all the way up and still is not working right. I called for a service, they had no info on us buying a new one, over 1000$. Finally worked that out, but still every time I call the first thing they say is, "I have no info on you". The service people set an appointment, a 5 hr, window **.

Sears Home Warranty Service - Don't do this!!! The cost is too high and the service is terrible. The contract even says that you the customer must dispose of the old appliance yourself. I am an older woman alone, how do I dispose of a microwave. (Assuming I ever get the new one.)

I have been a Sears home warranty customer for many years. I have always paid and rarely had to use the service. I have covered everything from vacuums to large appliances. The most recent claim was for a Samsung dryer. The initial service appointment was for December 6th. As of March 15th, I am waiting for the technician to show up. I have gone through numerous telephone calls, wasted days, and playing phone tag with automated phone equipment to confirm and or reschedule appointments due to a lack of communication on Sears part. I have had to make the inquiries as to whether or not the parts were available numerous times. I have requested early morning appointments as I have school-age children and I drive them to school. This whole ordeal has been the most frustrating and anguishing experience.

I am wondering how Sears keeps any clients who have jobs. I am a working mom and my husband is military and currently overseas. I made a maintenance appointment to get my kitchen and laundry appliances checked out. They only service our area on Tuesday and Thursdays, I took time off of work to be home for appointment. Called multiple times to confirm that I will get a morning appointment and at 10 am no one has shown up, I called again and they said that they have me down for an afternoon appointment. I had to cancel appointment and I did not reschedule because the customer services people made empty promises and manager was rude when I asked if they could come out on another day! I will never do business with them again!

Why is Sears still in business? Their employees are completely incompetent. I'm so furious dealing with them. I bought a refrigerator from them 2 yrs ago which stopped working and here we are 5 weeks into it and the problem has not been resolved. The technicians keep flaking on the scheduled appointment time without letting me know. I'm having to call and hear the automated system giving me a different time slot from what I was given. And it doesn't help the only people you get to talk to are overseas which you know they can't really do anything. I've wasted so much time waiting on them for the past several weeks. How do these people stay in business. I'm a very patient person in general and dealing with Sears and their lack of professionalism makes me want to scream!

Unfortunately we purchased new kitchen appliances 3 years ago through Costco. We purchased the Sears Home Warranty to cover issues that we may run into. The LG refrigerator is a total POS. Twelve months after purchase the compressor went out... We had to wait 4 weeks for repair from the Sears Home Warranty coverage. Twelve months later the compressor went out again. This time our agonizing wait for repair, so far, has been 6 weeks with no end in sight. They are currently suggesting another 2 weeks before they will be here to repair. So my Sears Home Warranty has left me without a refrigerator, having to use an ice cooler, for 3 months!! Mind you, we pay monthly for this Sears Home Warranty and this is the level of service they deliver. Keep in mind not a mile away is a Sears store with no less than 30 refrigerators on display.

My electric lawnmower would not start. I contacted the local store and was given the customer service number to get repairs that were under warranty. The store said they did not do repairs. I called the Sears customer repair line and was told to take the mower to the store for repairs. I tried explaining to several people that the store no longer did repairs but they would not listen and insisted I take it to the store. The store people said they could not order a repair and the mower would be seen if a technician happened to visit the store. After six weeks I picked the mower up, unfixed and started calling Sears again. It took over 6 months and many wasted hours on hold to finally get repairs. You are never allowed to speak to a manager or someone who can act with authority. Never again.

On Nov 23, 2017 we were delighted to find a Samsung Double Electric Wall Oven (NV51K7770DG/AA) on sale in AUBURN MALL 385 SOUTHBRIDGE ST AUBURN, MA 01501. We were thrilled that we will be able to afford such a unit and install it in our new kitchen. We called the store asking to set up a delivery for us (since we live in Richmond, VA) and they informed us that, since this is a floor model and all the packaging was thrown out by the store associates after initial installation, we would need to come and pick up the unit ourselves. We still thought that we were in luck - we were about to border a plane to fly to Boston to spend Thanksgiving weekend with the family. So by the end of the weekend we made it to the store, picked up a beautiful oven, rented an SUV and drove through the night home.

Back in July, a technician ordered parts to fix fridge and stove. We returned the parts because we decided that since the house was for sale, the new owners could decide what they wanted to do. They might want to buy new appliances since the new parts were expensive. I received the refund for the fridge parts, but have been waiting since the end of August 2017 (!) for the refund on the stove parts. I have the UPS confirmation that the parts were received, but every time I call, they say I will have the refund in 7-10 days. I have filed a complaint with the Federal Trade Commission. Since my husband's estate will soon close, I would like to get the executor paid what I owe him!

Their return policy is a strict 30 days. I received 18 boxes piecemeal from my order within a two week period. That's two weeks in the 4 weeks they allow for returns. I had the flu for two weeks which made things a little chaotic personally and professionally. Once I was feeling better I foolishly attempted to return the clothing 3 weeks beyond return date. The North Brunswick NJ store couldn't make an exception and the Customer Service rep on the phone also basically said I was stuck with my $400 of unwanted clothes. Lesson learned, now I know why I was never a regular Sears shopper. Never again! I hope a class action lawsuit follows for this awful company.

They came to repair microwave but declined to do so because the part was too expensive. After waiting 3 days for them to call about solution, we called them. They offered $300 which we declined as we have a GE Profile top of the line over the range microwave. Then they offered to replace with a microwave that does not recirculate which will not work for over the range. Also would not let us talk to a supervisor. This is the third time they have been called to repair something and refused to do so, and we still have to pay the $100 service charge for them to come out. Will be cancelling them once this is resolved!

Washing machine failed when water hit control board. Called Sears on Friday and was given an appointment between 1 PM and 5 PM on Monday the 5th. Called Sears on Monday at 4:30 PM and got an automatic response that serviceman would be here. Called again at 5:30. Got the same message but stayed on line to speak with a live person. Was informed that technician had an emergency and had rescheduled me for 13th. Talked with several more people and was eventually rescheduled for the 9th between 8 AM and 12 PM. Technician arrived at 1:22 PM. He looked at the machine, banged on it a few times and said it was the control board. He said he didn't think it was covered.

Don’t waste your money. We were having our stove serviced by a Sears technician and he suggested a home warranty. $75 a month to cover everything. We signed up and next time we called it took weeks to get someone out. They weren’t from Sears. They told us their report to Sears would be to replace our washing machine. After waiting I called Sears and they said they had no report. 2 days later I called them back and they said the repairman had called in and reported there was nothing wrong with our washer. I called and they said they could schedule a different repair person to come out for another 100 deductible. Did not think that any service vendor could be worse than Time Warner but this is the gold medal winner. Please don’t sign up for a Sears Home Warranty. It is like burning your money.

Bought house in 2003, laid down tile and re-installed the toilet. In 2018 Sears is trying to tell me the toilet was improperly installed! Are you kidding me - it hasn't leaked since 2003. Clearly it was installed properly or I would have had a ** fest all these years. Normal wear and tear as I am only sitting and doing my business. No dancing on the bowl or wrestling with it!!! They are not worth the money or my time... cancelling! I wanted to give them NO stars but wasn't an option.

Don't waste your time. The guy took one look at my 2005 Craftsman riding mower, told me it was old, and said (without looking) the transmission was bad. I asked if he'd service (oil, spark plug, belt) so I can continue to use it as a tractor not a mower - nope! Wouldn't even touch it. $129 for 5 minutes look. TOTAL WASTE OF TIME & MONEY. He's retiring in 2 months. Nice person, but completely disinterested in providing any service. Sears should warn people that if the mower is more than 2-3 years old, the service guy will refuse to do anything at all.

I would give this NO stars if I could. I think a class action lawsuit is in order after reading the reviews. I purchased a Home Warranty after needing an ice maker repair 2 years ago $39.99 a month. I used it twice for the ice maker. The price increased without my knowledge or acceptance to $49.99 per month in Jan 2018. My fridge/freezer stopped working, I called for an appointment and was told it would be the same day between 12-5 pm, I then received 2 e-mails with different times, I called to confirm and was told between 8-12pm, the next e-mail informed me that my "appointment had been cancelled", another call and I am informed that there "was no technician available", they could reschedule for 3 weeks from now.

It appears as though turbo-boil function malfunctioned. Burned a hole through the glass cooktop, cracked as well as damaged a cast iron pot that I never knew was possible. Called Sears which has been Wonderful in the past however the first tech had no customer service and left after he was asked to wear shoe protectors, never saw the stove. The second Tech had wonderful customer service, the issue is even with the protection plan we purchased, the tech on the phone stated the cooktop was not covered, point blank. There was no investigation as to why, or what happened to the stove. Called several times for someone to explain to us why this is not covered, and never got an answer.

After scheduling service on a Sears appliance, the salesperson recommended their home warranty service. We were told we would pay a flat fee of $80 per visit. Scheduled our first service and it was “adequate”. Scheduled a follow up service for three items and more than a month later we were never contacted. After a bunch of problems we called to cancel service. Rep was kind of rude/dismissive. I asked to speak to a supervisor and was told there was no supervisor, and she literally asked “what do you hope to accomplish talking to a supervisor?” Immediately canceled service and was charged $135 on top of the $80 we paid for the one visit these people actually showed up for. It's sad when you think back to Sears being a reliable and trustworthy company.

I began my 1 year contract with Sears to cover all my kitchen appliances when I lived in Texas and had to have my refrigerator repaired. I opted to begin the warranty at $40/month rather than pay over $300 to repair the fridge on my own. They took care of it, although it took about a month with several visits, to get it completed. After several months, I moved to Wyoming. I called to see if they would transfer my warranty and was told they did not do that but they would start a new, 1 year contract for my new residence. If I did not renew the contract, I would owe the full amount of repairs from the previous address. I was not opposed to having a warranty so I complied, although the monthly fee was now $50/month instead of $40/month like when I began.

We have been waiting for a dishwasher repair for months! Between the first patchwork fix and now we have been without a dishwasher for almost 7 months. Customer service is a joke. Last call they said they ordered parts but can’t tell where they were delivered to! This is like a big scam. The repairman wasn’t even sure what was wrong yet they ordered parts. If I could rate this no stars I would. This is the worst company we have ever dealt with! After their last fix didn’t work we have waited since January and not a word on the repair!

I had the Sears Home Warranty for a full 12 months and the entire time I dealt with individuals who lied to me, lied to Sears and company policies that allow their employees to do it. There is no accountability for this company or their employees. Initially, I had Sears comes out to fix my refrigerator freezer door alignment. The tech checked the type of water filter cartridge and broke the dispenser. He then shut the water off to my fridge saying that I now needed to have a new water supply purchased and installed.

I started the process to get my Dishwasher fixed in Aug 2017, the repair did not fix my issue so I called back in 9 Dec 2017, then I was scheduled for appointments on two different occasions, nobody showed up. Then Sears contracted a local company in Wichita to fix my dishwasher, they came out Jan 6, 2018. Told me I had to pull out my own dishwasher, and that they had to order parts, 2 weeks later, I was told they ordered the parts wrong and needed to order new parts, after that they said they received the parts in, on the day they were going to come out, once again (Late Jan 2018 at this point) nobody showed up. I contacted the repairman and he said they sent the wrong brand and parts to him and he would have to re order.

Purchased a refrigerator Dec 28th. Was told that to have Sears install appliance that we had to purchase new water line, which we did. On day of delivery, the delivery team did not install new water line. They used the old line that was with the old refrigerator. Two weeks later, this line began spewing out water and damaged a closet floor that shared the wall with the refrigerator. I filed a claim with Sears, mid Janurary. Sears has FSA Logistix handling the claim. They have taken too much time to process and verify this claim.

This is not about the product, but about customer service. Before the tree was delivered I decided it wasn’t tall enough for my purposes, so I didn’t even open the package and returned it, in person, to my local Sears The Meadows #1668 in Las Vegas NV. I handed my package to the store clerk on duty, address labels and all still attached, and he made a phone call to find out what the procedure was to take my return. When he hung up, he turned to me and said, "OK, everything will be taken care of and you’ll receive a refund as soon as your return reaches the warehouse." I’m like “are you sure that’s all I need to do?” He assured me it was.

I contacted Sears when my Whirlpool washer malfunctioned. It was old. The person on the other line talked me into buying a Sears Home Warranty (thru HomeSure Services). (A good salesman). For $140.00 I purchased a full year repair warranty on all my kitchen appliances and would only have to pay $80 for the initial repair visit (this to include the part). After missing two days of work the machine is still not working and to top that off, when I received my contract (w/ HomeSure) it listed a monthly cost of $40/mo! I would have never agreed to this warranty for that kind of ridiculous money. When I called to cancel (two weeks after my contract went into effect), they said the only way I could cancel would be to pay ANOTHER approx $280 to cover the two tech visits and parts for a machine that still is not working! I have complained to the BBB and will complain to any other site about this disreputable company. I am totally disgusted.

Sears has deteriorated into having the worst service I have encountered. I purchased a refrigerator from them several months ago for $880.67. The delivery service kept calling to confirm the delivery, and then twice, on the actual day of the delivery as I was waiting for the item to be delivered, I got a call saying that they could not find my merchandise and would have to reschedule. They rescheduled twice. When the refrigerator was finally delivered it was damaged. The damage was cosmetic, in the form of multiple dents.

My daughter and son-in-law purchased the 3 yr repair warranty in 2015. It expires in a month. The servicemen come out to the house but then have to order parts which occasionally come quickly (within 3 wks). Icemaker still not working correctly. But serviceman said it was normal. Inside of microwave all rusty. Just normal. Wear and tear? Fan finally fixed on 4th visit. But the big complaint is the washer repair. Over the washer repairmen have come out over a dozen times. Washer got worse after some repairs. Once when I was there front of washer fell off on first load washed. Today washer bars were replaced. First load washer pumped out water into floor. We have massive flooding laundry room, hall, living room, foyer. Rugs soaked water under furniture. Repairman had said washer would rock. Said it was normal. They said they may send another repairman???

I scheduled repair service for a range and refrig. I was told the 1st available date was 3 weeks out and that the repair appt. included both appliances. The repairman showed up and said he was only trained to repair range & that I would need to make another appt. 3 weeks out for the refrig. I called Sears warranty customer support, they told me I could find a non-Sears local repair and have them submit a claim to Sears but the repair service would have to accept 3rd party billing.

My Sears Kenmore has several attachments that enable me to clean corners, crevices, etc. I got it from my Mom and it is still running after many years.

I placed an order for a new refrigerator on February 25, 2018 and had a delivery date of the 27th. I never received an email or call as promised for my 2 hour window time frame for delivery. I went through the Act of Congress and still is to this day. I was told that my order is on hold and I needed to verify my information. I was then transferred and told that my bank never sent the money over, but how can you even place an order without money on your debit card. I called my bank, my rep stated that Sears took their money on the 25th with nothing pending. I called back, a rep stated it could take 24 hours and was given another number to call. The number that was given to me was bogus! I am very angry and frustrated because no one is giving me answers, and hundreds of dollars has been taking from my account, and I don't have my refrigerator! Hopefully someone can help me out because this is wrong!

Contacted Sears customer service to make an appointment to clean my air ducts. She requested my property square footage, how many stories, and the number of vents. She never asked what my duct system was made of - metal, plastic or fiberglass. She then requested my Amer Express account information. At my scheduled appointment the Sears technician stated he could not clean my air ducts because my duct system was made of plastic. He charged my husband $45.00 for the trip out and placed it on his Visa card. Sears could have saved me $45 and themselves some time by asking what my duct system was made from during my initial contact with customer service.

The customer care team is amazing and courteous; however if you actually want a technician to show up at your house you need to keep looking. I contacted them in several ways and over communicated about a simple repair and the technician never showed up, I took two different afternoons off to sit and wait for absolutely nothing. After calling 3 different customer service numbers because apparently they cannot connect you, I was given a 4th number to call on day 3 of trying to get a technician to my house. At the 4th number, sorry Sears but I am done trying to give you my business.

I had a Sears sales rep come to my house to get a quote to refinishing my kitchen cabinets and the rep talked me out of it saying my cabinets were still being install in newer homes. I immediately trusted him and he asked what other rehab projects I considered. I mentioned my floors and he recommended Mohawk Walnut "hardwood" floors.

I purchased a dryer from Sears (State College) on their last day of the closing down sale on 01/28/2018 and the dryer was to be delivered on 02/02/2018. Needless to say, the dryer was not delivered. On 02/03 I made over 36 phone calls to Sears customer services, delivery enquiries and I was told that the sales check number I gave was not in their system and I could not have purchased the dryer. The invoice I had been given had all the details they asked for but since they could not find it, I was ordered to go back to the branch where I purchased the dryer from. I explained that the store had been closed but that was to no avail. I would be put through to a number which turned out to be a garage. This happened several times. Sears refuses to refund my hard earned $800.28. Who can I turn to, to get my money back. I no longer need the dryer because I am do not want ever to deal with Sears.

I signed up for a Sears Home Warranty service on 11/20/2017 for $49.99 a month. I've used the service twice. Today I tried to cancel the service and was told I've to pay for what's left of the contract till it expires on 12/19/2018. I've a problem with this. This condition was not disclosed to me when I signed up over the phone. I'm sure there's a recording of the sign up transaction that someone can review. My contract number is ** in the 66049 zip code. Sears needs to be upfront with this clause when signing up consumers over the phone. They sign you up over the phone. Don't close this clause to you. They mail a hard copy of the contract. Contract does not come with the Terms and Conditions document.

There was a problem with the refrigerator that was delivered. We ordered and paid for another one within 30 min of delivery. We were told they it would/could be exchanged. 8 Days later after calling every day and 2 visits in the store. I am giving my account information again today and still waiting on a delivery date!

We have called for months now, "Someone is coming to fix your dishwasher." The 3rd party never came or called. When we call Sears again, "A manager will contact you within 24 hrs." No callback. We can't get anyone in a position to help us get someone out here or help with getting credit for the months we've tried to get someone out for our dishwasher.

Ordered from Sears online, paid for my order, and what I thought was a high price for shipping. I received a confirmation and tracking info on my package. When I received an email saying my package was delivered, and it wasn't, I started to enquire, and found out it was delivered to a town 3 hours away, but they would not give me the address, only Merritt Island FL. When I tried to follow up on my package, I found out they had cancelled my order, and were going to refund me, but not for shipping. I contacted Sears, and they promised to resolve my issues, and get back to me asap. After 6 days, I contacted Sears again, and all they could say was, "We are sorry to hear about your problem, and as a token we will offer you 10% off your next order"... NO THANKS! All I wanted is what I ordered, paid for, and was expecting.

2. While attempting to schedule a repairman I got the high powered salesperson who convinced me to buy the Home Warranty policy. Seems that I wasn’t going to get help otherwise.

I cannot even give them one star. I ordered an expensive grill and was told that it would be delivered on 2-13-2018 before 3:45. I got a phone call around 3:30 saying the unit had been damaged in transit and they weren't even going to come by my residence. I had purchased about $100.00 dollars of food and invited friends over to help break it in. I received a call later that night saying "sorry bout that" the new delivery date would be on 2-20-2018 before 3:45. I got a phone call around 3:30 saying that the unit was in the box and not put together as I had requested and PAID for. They weren't even going to come by my residence and give me an opportunity to put it together myself. Because I had to renege on my friends the week before I thought I would play it safe and only invite family members this time. I received a call later that night with another "sorry bout that" but the new delivery date would be on 2-23-2018 between 7:45 AM 8:45 PM.

I ordered a wall oven online. Within minutes, I found it cheaper at a competitor. I immediately canceled my order with Sears online, and called customer service to confirm. She sent me a second e-mail confirming my order, but my status online said canceled so I didn't worry too much, although I couldn't see any details relating to processing or anything that referred to a refund. The charge on my page was actually the cost of 2 ovens, so I called three times to confirm it was in fact canceled, that I had only been charged for one oven, and that a refund was in process. I was told that it would take 7-10 business days.

I'm in the process of making changes in my kitchen. Since Sears was having some good deals over president’s day weekend, I decided to make my purchases with them online. First day I purchased a fridge, I had some issues and had to use a rep over the chat. The sale went from $1,200 to 1,798. I was not happy, the rep told me that with this purchase I was getting $276 in points that I could use on my next purchase. He knew I needed to buy other appliances. We also discussed the fact that my kitchen was under construction and I needed delivery to be for a later time. He confirmed everything was ok as I needed it. Next day I proceed to attempt to put purchase a stove, to my surprise at check out my points are not there. I contact CS they give me the run around for 2 hours, from Manager to Manager demanding my points for false promises.

Contacted Sears Credit Dept to discuss their posting date of balance to Credit Reporting Agencies; Representative's conversational speaking was unintelligible (couldn't understand); could not get a closing date on my account for the month from her... And when transferred for help from a specialist, waited extensively to speak to a person; my phone went dead before a person answered their phone... No assistance.

I called Sears for a repair to my dryer. After speaking to around 5 people I was finally put on to the repairs department. They sent somebody out who was unable to fix it. I had two loads of wet laundry hanging around the house as they couldn't come again until a week later. Second man could not fix it either. Nor could the third man. He also charged me for a call out even though the dryer had never worked at all. He said he would cut the call out fee in half if I would purchase one of their Home Services Policies which I did.

This is the fifth year of my Sears Warranty on my refrigerator. Every year when they come out to do checkup they pull out refrigerator, vacuum the coils, check temps, gaskets, replace filter (which I have). This year the tech checked temps, gaskets and that was it. I asked if he was going to vacuum coils and he said we don't do that. He also did not know how to put the filter in. Was here for five minutes. I got a renewal notice in the mail to renew this for $213.45 for one year and they had a 2 and 3 year also for a lot more of course. I called and described what happened today and asked if that is what they will be doing and she said they are not allowed to move refrigerator due to liability. She confirmed that yes they will just check temp and gaskets! I can do that myself. Fortunately this is a great refrigerator since I don't need their joke of a warranty.

I bought the home warranty but when I called for an appointment I was on hold and hung up on multiple times only to be told there are no repairmen available for months. This is day 6 just getting to this point.

I had Sears Home Repair service come out and work on a washing machine. The technician was nice enough and discovered that the pump needed replacing. He ordered a replacement part at over $350 for part and service. He told me 10 days for the part to come in. That was 30 days ago. It was frustrating enough that the part had to be on back-order, and frustrating when I got the email that stated that they wanted to schedule a repair date when the part had not yet been delivered. The only way of checking status was a support number that clearly takes me to their support center in the Philippines. Disappointing that there was no online way for me to track the delivery status. I called multiple times at 3-5 day intervals and still the part was on back-order. They even promised to call me back with updates within 3 days, but never did.

Sears is horrible - I had ongoing issues with a $13,000 HVAC unit I had installed by this inefficient company. If it wasn't one thing it was another. I missed so much work trying to work with them to remedy the issues. The local office had poor customer service skills, escalated the issues to the corporate office and to no surprise I received more sub-par customer service. If you have a warranty with them, do not waste your precious time or energy. Cancel it and run for the hills of sweet "no Sears" sanity! You will be glad that you did.

Scheduled an appt 2 months ago for a dryer repair, after waiting 3 weeks for an appointment no one showed up. Four hours of waiting and no call... Nothing. I called and got the usual, "We are sorry mam'. He can't make it today. We can schedule you again in 3 week." SERIOUSLY 6 weeks? After complaining they said, "Ok we can send another company out in 4 days." He comes a day earlier than scheduled (so I wasn't home). Then when they call me to say he is there I told them I was 5 minutes away. "Sorry" he already left and won't come back. Next day he comes as scheduled and says he needs to order the parts. "It should take less than a week" I call the subcontractor/service provider Eurocare 8 days later. "Sorry" they haven't come in yet.

When we had Sears come out to repair our dishwasher repair bill would have been $350 but instead was only $80 if we signed up for the sears home warranty plan for $49/mo. Didn't realize it but we were obligated to keep it for a year or we would be liable for the balance of the original repair. We used the plan for the first time to repair a washing machine that was making noises as though it was going out.

We wanted to have our fridge repaired. The technician was scheduled to come between 8 am and 12 noon. We were told he will call us 30 minutes before he arrives. The technician called at 8 am saying he was at our front door. He had a toothpick stuck in his mouth until he left our house and talked with it stuck in his mouth. Very bad manners. He opened the fridge and looked at it for approximately 2 minutes and said both the panels need to be changed. We asked him if both the panels could fail at the same time and his response was “you don’t want to pay for it do you”? Rude!

My washer went out on November 22 2017. They made me wait a week to come service it. I had to wait two more weeks for the part to come in and be put on. After they came, put the parts on, the washer still didn't work. They order more parts Dec.11, 2017. Those parts didn't make it work either. So they ordered more parts. They came again. Those parts were the wrong parts. The next time the new parts came a new tech came. He said they were the wrong parts. Had to wait again. Christmas came and went. Still no washer. February 6 they came. Both parts were put on. Still didn't work. So they ordered a clutch. It came on the 13th, on the 14th the tech walk in the house, looked at the box, said it was the wrong parts. Ordered more parts to be put on the 27th. I talked to a supervisor that called me on 6th. Told me if they couldn't fix it they would replace my unit 14th.

I did not expect such a bad and dishonest service from a company that uses Sears' name. My furnace broke on a cold day and they couldn't get anyone to come and fix it quickly. They authorized me to get my own repair technician and they would reimburse me. Followed every guideline that they asked. I got authorization ahead of time, sent invoice by email, received email confirmation that they received it, but since then (30 days), they still tell me to call back later. The customer service claims that the repair invoices go to a department that they have no access to. I just have to wait. The email confirmation said that it would take 3 to 5 business days.

I purchased two dresses online. Same style, different colors, and both dresses had a problem with the zipper, so I went to my local Sears store (South Portland, ME) to return them, and was told that I could not do so, as it was not purchased through Sears, but through another company? I purchased these items from Sears.com, there was nothing on the website stating they were from another company. I will make my purchases elsewhere from now on. Horrible customer service!

I have my water Heater with Sears. This water heater nothing is wrong with it rather need to increase the temperature from 120 degree to 140 degree, so I called Sears service center. Two days later a Tech show up in my house. Unprofessional with the way he talk that gave a red flag right there, one he will not answer none of my question about the water heater. All he told me, “Sir let me open the system” so I waited, when he finally open the system he and saw me watching him closely then I ask, “What was wrong with water heater?” Then he ask me to go and get him cup inside my house. Right there I gave him a bowl. Right in the garage he was very upset, so he repeated, “Sir I need a cup”, then I replied back to him, “You can use this bowl sir. It just as good as the cup.”

Called 01/02 to schedule repair for bad element in bottom oven of double wall oven. 1st appt: 1 tech said he could not lift oven (understood). 2nd appt: 2 techs lifted and diagnosed bad element. Unable to replace oven fully back in wall - but were coming back soon to fix element anyways. Charged approx $250.00. Part was deliver to home. 3rd appt: Window was 8 am-12 noon... Cancelled via text at 10 am. 4th appt: Window was 8am-12noon... Cancelled via text at 1033am. 5th appt: 2 techs, element fixed... Unable to replace oven in wall. Cracked cabinet while trying them instructed to "call my builder because they replaced the element." "Probably need hole cut in cabinet and adjacent wall." What?! 160lb oven left unsecured in wall in home with a 20 mo old. Called "customer service" after visit. >30 min wait.1) Would receive call in 24-48hrs (never) and would send different techs.

Tech came on 2/13 to fix our ice maker. He left and ice maker broke again. The same tech came back on 2/14 and said it was the condenser. He never looked at the condenser on 2/13. The tech was nasty and disrespectful to my husband on 2/14. The refrigerator does not work at all. The people at Sears store in Manassas, VA tried to help us but Sears home services would not. Tech ordered a part that won't come in until 2/27. What am I supposed to do with my food until then? Very dissatisfied.

I placed an online order on Feb 9 2018. Canceled it within hours. Called about refund status and was told it will take approx. 2 weeks to get my money back even though nothing was shipped, it shows it was canceled. Called multiple times and given different information. Worse experience I have ever had in my 54 years. I can understand if it takes 3 days to process a refund but not 2 weeks.

Imagine you have a refrigerator and it stops staying cool. Then image you have a child and a family who relies on putting things in the unit to stay cool. Then image you call Sears as an option to fix it. They have very aggressive sales people who claim they can fix it and fix it quickly. Then reality kicks in. They tell you the part is on backorder for over a month!! Did they know that? I'm not naive enough to think they are that incompetent to not know that they have no ability to get parts.

Buyer Beware. I have had a Sears technician at my home on six occasions beginning one month after I purchased a Kenmore Elite Washing Machine and continuing over a 9-month period following the machine repeated failing and displaying a "DRN" code. They have diagnosed a different cause of the malfunction each and every time they have examined the machine. They installed a new water pump on a Friday at 4pm and the machine crashed for the 7th time after 2 loads of laundry. They were supposed to send a tech out the following Monday (today) and after waiting from 1pm to 5pm I received a call at 4:32 saying that they were not coming. It's utterly absurd.

I ordered a new side by side refrigerator. They gave me a window 10 Am to 12 PM. They never showed up and never told me they were not delivering. I called Cust. Service several times and got Filipino reps who could not speak English very well. I got nowhere. So frustrated, I canceled my order and am waiting to get ALL my money back because this is their fault and not mine. What a sham company!!! Never again!

I placed an order online for a washer and dryer with Sears. Accidentally the order was placed for an electric dryer instead of a gas dryer. I contacted a representative within a half hour of placing the order and instead of changing the 1 item from an electric dryer to a gas dryer and having me pay the difference, they suggested I cancel my entire order and place a new one.

Terrible customer service. I reported a claim on my pool heater and they sent a plumbing provider that could not solve the problem. I requested to send me a technician to review the equipment and confirm what is the problem, however the company does not want to do that. I called them 5 times asking to talk to a supervisor and they keep telling me the supervisor would call me back but that never happens. I am still waiting. Today the last time I called them, they even told me there were no supervisor available. Unbelievable. Terrible company, of course will never hire them again.

I bought a stove and fridge from Sears. The day it was supposed to be delivered they wouldn't deliver it because the sidewalk wasn't fully cleared. They made my 58 year old mother go outside and shovel the snow. Once she was done they took off. Customer service wouldn't do anything about it and the guys that had the fridge and stove refused to answer the phone. They were supposed to bring them again today. Now it's unsafe weather conditions to deliver them today. They sure didn't care yesterday that they made my mother go out and shovel the snow. This is not ok!!! I will never order anything from these people again. They only care about the money. They don't care about their customers

BUYER BEWARE! Bought over $10,000 of Kenmore Elite appliances and the extended warranty. Called them out repeatedly and either they never showed or would not repair. The servicemen told me they were ordered not to do anything if they showed up. Waited all day 5 times in a row and never come. Now my refrigerator is out for over two weeks and they will not get the parts for at least another two weeks and they expect me to pay for it, plus refuse to loan us a refrigerator. The dryer also. They came out and said it was a child lock on is why it would not start. It still wouldn’t start and called them out again and he said it was the control board and was going to replace it, but when he got in it the wires were not connected and accused us of disconnecting them and just connected them. It still wouldn’t work and for 5 times in a row they never showed up.

Buyer Beware. I purchased an appliance warranty after my fridge had a problem, and the service technician persuaded me it would be a good deal for potential future repairs on my other appliances. So last Sunday my dryer stopped working and my range hood had a malfunction. Great, no worries, I thought, I'm covered. And the repairman come Tuesday morning to diagnose and fix the problem. Or so I thought... It's now Friday. I have not heard anything. My dryer is still broken, yet my understanding is that the part is a common one that is easy to find and get. I call Sears Home Warranty, and they refer me back to the repair company. I call the repair company, they say "Oh whenever the part comes in, maybe Monday if we're lucky." If this seems normal to you, like good service, go ahead and consider buying this warranty. Just hope that an appliance you need one a daily basis doesn't break down and need repair.

I tried to return a pair of pants and an outfit to Sun Valley mall in Concord on 1/25/18. They were Christmas gifts and supposedly could be returned until 1/31/18. I didn’t even try on the velour outfit for at least a week after Christmas because it should have been loose on me. It does not appear to be sized correctly. We don’t have a Sears store near us on Oakland so we stopped at Sun Valley mall in Concord, on the way home from Tahoe, to return Christmas gifts to both Macy’s and Sears. Macy’s took the items back, no problem, Sears said they couldn’t be returned to the store, they had to returned “online”! I was astounded! What company doesn’t take back Christmas gifts back in January?

I contacted Sears Home Services to schedule a repair on a gas range that I received second hand. After the LP conversion the burners would not ignite. This was in October. The repair person arrived, saw that it was a gas range, and said there was nothing he could do. I would need to order all new orifices and contact a certified gas technician. I ordered new orifices for $40, found a different tech to come out, took more time off work. Turns out the orifices were fine, the burners were simply on LOCK. I have been contacting Sears since then for a refund on the trip charge of $94. Each time I contact them I am told I will be contacted within 48 hours for a refund. It is now February and I am still trying to get my refund for a useless service call.

Had an appointment today to repair my fridge. Tech notified us that due to weather they needed to reschedule. Link to reschedule did NOT work. Called the toll free number. At 1st told to call back on the number I had called. Still unable to reschedule. Then told there was no record of my phone. Asked if the service order number could be used. Was told no.

Sears large appliances break 6 months after warranty expires - All of the appliances that I have purchased from Sears have broken within months of the warranty expiring. In each situation, it was the computer brain that malfunctioned. I have had to replace four dishwashers, three dryers, and four washing machines, within the last ten years. Each of these pieces of junk was purchased from Sears. Now, my dishwasher, which had to have its computer brain fixed while it was under warranty is exhibiting the same symptoms but due to Sears pathetic warranties they are refusing to fix a problem that was never fixed in the first place because if it had been fixed, or if it had been a product that was built to last, it would not have broken a second time in a very short period of time.

I had a stove top fire 11/24/2017. It was difficult to arrange for service, but after several weeks, the repair guy said the stove didn't need replacing; he replaced one burner but not the melted temperature knob. When I pointed out the melted stove exhaust vent fan, he said, "Someone else must evaluate that." It is now 2/6/2018 and I am still wrangling to get it replaced! Home Warranty services seem to bank on lack of communication and delay until you give up. WHY??? (#stupidquestion)

This is an update to my original review, posted on Feb 6, 2018. In short, my issue with Sears Home Warranty was resolved (resolved itself). But first I want to correct a mistake I made in my original post, as well as make a clarification. 1. The amount I paid monthly for the Sears Home Warranty service was $39.99, not $49.99 as I stated in the original post. 2. I'd also like to clarify that in return for the monthly fee I paid for the Sears Home Warranty I did receive what I was entitled to - it just took a long time (about 3 months), and at the time of my posting this issue had not yet been resolved.

If you are considering a Home Warranty, please DON'T consider a Sears Home Warranty. My husband and I purchased this warranty. In late 2017 our furnace went out. We selected a technician to come in, but somehow did not agree with what he wanted to charge us. Our out of pocket cost was more than $3,000. We decided to go with a company that we were using prior to having the warranty. Our out of pocket was pretty much the same but at least we knew and trusted his work. The reason we did not use him from the beginning is that he is not a "select provider" of Sears. I notified Sears that we would go with the credit option, meaning that we wanted reimbursement for the purchase of the furnace.

I purchased high-end Kenmore Elite Refrigerator 3 years ago with the 5 year Master Protection Warranty. The appliance has died on 2 occasions (year 2 & year 3 since purchase). During the first failure it took 1 week to secure service. Parts took 1 week to ship, and then I had to wait 2 weeks for service. 1 month without a refrigerator was tough, especially during the holidays. Exactly 1 year after the first failure (the week after Christmas), the refrigerator stopped cooling and a tech determined compressor went bad. This is where the ultimate nightmare began: Parts were ordered and did not arrive as my service appointment was nearing. I called Sears and was told the refrigerator part was on a national backorder and would not be available to ship until at least 3 months. During this time, I was told to reschedule my upcoming service appt, as my parts had not yet arrived.

I purchased dishwasher from Sears and paid for installation and taking out old unit; Trouble started when installer never showed up and constantly deferred installation- was supposed to contact me few days after purchase but had to call company week later because not heard from him- and then when got in touch he deferred installation for several weeks. Sears told me he is only one so made decision to cancel order, which was OK with customer service and they told me 3-5 days should get refund. Of course this never happened and called multiple times and was told my order was cancelled only to receive email one month later that said have to contact local store and will get refund; so called again and same story- so do you want to cancel your order... They asked as they had no records from my multiple calls... I said I cancelled long ago and many times... and there we go again, still no refund after over month.

Wow. 3 words. Super bad service. Do not buy anything. You will regret. The repair people came 3 times and said that my oven worked, I have videos, pictures, and people saying it smokes, but they still continue to say it work. I guess I am liar. Was a great customer, no more Sears. Refuse to purchase anything from them!! No wonder you're almost out of business.

Sears Home Services will not honor their contracts with me to repair or replace my refrigerator. The tech that came to my home stated that there are no parts available to make the repairs as per the contract. The next step is that Sears should replace the refrigerator as per the contract. Sears will not acknowledge the parts are not available. The tech will not be allowed to come to my home to state that the repairs can not be made until the parts arrive. So we begin the infinite loop. No parts for the appointment and the tech cannot come until the parts arrive. This is ridiculous. The worst customer service I have ever experienced.

My LG Dryer stopped heating. I didn't have a service agreement on it, but when I contacted Sears, they sent over a technician the NEXT DAY. When the technician looked at my dryer, he saw that is was heating and said there was nothing wrong with it. Knowing that wasn't the case, I purchased a 1-yr service agreement on the dryer before he left. Then NEXT DAY the drying wasn't heating again. So I contacted Sears. They said they didn't have any record of the service agreement and to wait a few days for it to get through the system. A few days later I called Sears and they still didn't have a record of the service agreement and wanted to sell me a new one even though my credit card had already been charged!

I canceled a $1700 purchase from Sears.com and was told that I'd receive a refund within 10 business days. It has been nearly 2 months and I still haven't received a refund. I've contacted them by phone and chat multiple times and each time I get a story about a technical glitch that has now been fixed and am again told to wait another 10 days.

CUSTOMER SERVICE NIGHTMARE. Hello to anyone looking for new appliances. I recently purchased a fridge from SEARS. The fridge was damaged by the delivery team, who were friendly and filed a damage claim. Sears customer service has given me the runaround for months. I've made multiple calls, get put on hold, told that they do not have the authorization to reimburse me for the damaged door and that someone will call me back within twenty-four hours. No one calls back, so I have to repeat the whole process. I've spent about fifteen hours on the phone and finally received an offer of $100 Sears gift card...

We purchased an elliptical machine in a Sears store on Black Friday, 2017. It was a floor model and worked in the store. When it was delivered it did not work. We went back to the store and the manager on duty couldnt help us. We purchased an extended warranty. So have been trying g to have the machine fixed that way. No luck. I spoke to a manager in store who said it’s as is. I completely understand that. But it worked in Store and does not work at all. Nórdic Track sent us a new console which still didn’t fix the issue. Here it is 2 months later and no resolution. The store won’t help us. I want the machine picked up and replaced. We have a $1,000 machine sitting in our home that does not work! If I could give zero stars I would. Sears customer service is absolutely awful. Do not buy anything from Sears!!!

I called customer service to simply give feedback on the washer I purchased about 5 years ago. We own several Sears appliances and have owned more than 12 at different properties and have been pleased with them, but not this washer. The first issue with my call was wasting 35 minutes giving the same information over and over in order to find my purchases and then be told again over and over that I no longer had a warranty on this particular product. I explained I understood and didn't want to set up a service call (which I would have to pay for?!) but simply wanted to share feedback with Sears in the hopes that the company cares about customer retention. I guess not. I was just asking to be able to report our dissatisfaction with this one product but I guess it is of no consequence and falls on deaf ears. That being the case, I will not purchase another appliance in the future. Customer service has completely gone downhill.

My home warranty contacted Sears to do a repair on my refrigerator. First problem is I was given a schedule for a technician to come and do the repair. I called and confirm the appointment for the following day. I waited. Technician never arrived. So I called asking for why the technician did not arrived. I was told that one of the part never arrived so the technician is not coming. I work at night so I lost a sleep for nothing just because they failed to let me know that we're still waiting for a part. A week later the part arrived and the technician came to fix my fridge, well the technician accidentally burned a part. Before the technician came to repair my refrigerator I was still able to use it. The ref part is working fine. The only issue I had is that the freezer part coldest temp is 28 degrees. At least any frozen food I have never melted.

My boyfriend bought me a fridge, stove and microwave for Christmas, but the microwave was too big for my kitchen, this was delivered January 2nd. I called a week after to get it picked up since they said I couldn't return it at the actual Sears. All I hear from customer service is, "We will call you within 48-72 hours to confirm the pickup date." I still haven't received a callback for the pickup date and every-time I call to ask about it they do the whole process all over again and tell me to wait for the call. The month is over and I still can't get them to pick up the damn microwave. I don't understand what so complicated about picking it up or why I can't return it at the store. I am really disappointed with Sears and customer service.

I have a washing machine that's exactly 2 yrs old. In November 2017 two a week before Thanksgiving my washer came up with a code DE1 which means the door latch isn't locking. Well it was clear that the door latch was working because the code came up while in the middle of the cycle. Called the service number and a service tech which WAS NOT a Sears Tech came out a week later and had to order two parts. Two weeks later the Tech comes back install new parts. Washer only works through 3 loads. The code DE1 comes up AGAIN. Called service and A WEEK later the same Tech comes back out. Now he's on the phone with Sears and they tell him to order the EXACT SAME PART that didn't work the last time. Their excuse was it may have been a default with the part.

I ordered my husband a tool kit on Black Friday, I paid extra for shipping just to ensure I would have it before Christmas. Not only did it not come before Christmas, it NEVER came at all. Then, when I tried to get issued a refund it took up to another TWO WEEKS! Then, yes it gets worse. They do not even refund me the full amount! I will literally NEVER shop at Sears again. No wonder everyone says they’re going out of business. These are the reasons why.

I have been paying for the Sears Home Warranty for YEARS! My dishwasher needs repair. Well it took two weeks to get a technician to come out. After his inspection he said that that the parts to fix it were over a certain cost so someone would get back to me about a decision...possibly a replacement. I was told it would be a couple of days. A couple of days went by and we didn’t hear from anyone so I called. I was told they were still making their decision so it would be a couple more days. I need to add that each time I am on the phone the customer service is horrible. You hold forever and the person that you speak to comes across the phone as being clearly annoyed.

I am still having a terrible experience with them. This is week number 5 and my washer is still not working. Technician said it was not worth fixing and Sears says it is in research. But it's been more than a month from where I opened this claim and I have to been having to wash my family’s clothes somewhere else and spending money on it and Sears will just say, "We will notify when we decide if we replace it or fix it." I know once they decide it also will not be quick so basically I’m still paying my monthly dues, and they just don’t care about solving my problem.

I am depressed. Our 3-year-old Kenmore Elite refrigerator with a warranty has been on the downfall for 4 months. We are use to the normal comforts of having a refrigerator in our home. Babies milk spoiled with many other items. Lost time from work twice. I'm just sad and depressed now. Repairman not the same person each time.

Returned a part that was delivered - Cancelled order after it was backordered twice. Promised refund over and over again since last Oct. and never follows through. They keep saying it is being refunded and they never follow through.

Do not buy any appliances from SEARS. After our 3-year old refrigerator broke for the 5th time. We are still waiting for a part to come to see if it can be fixed. We had to renew our service contract but it still does not help. SEARS keep sending technicians that do not know what they are doing. They all say different things about what needs to be done with the refrigerator to fix it. One of them even requested a new door and replaced it and when the last technician came said that it was not necessary. I have filled out a food loss complain with no success. Meanwhile, we have no refrigerator for more than a month now. This is very frustrating. The next appointment is not until two more months. I do not know what to do next.

I give only one star because 1/2 or less is not available. TERRIBLE CUSTOMER SERVICE, TERRIBLE SERVICE, TERRIBLE WEBSITE, TERRIBLE TERRIBLE TERRIBLE. I have a broken furnace and it's January in Maryland. I set up a service call for Saturday between 8 and 12. No one came! No one answers the telephone or returns messages. Nothing, nada, zip. I guess I am going to have to get a person to fix it outside of this piece of junk warranty that costs me 69.99 a month!!! Terrible people on the phone too. Shame on me for using this warranty.

I've ever had in my entire life. My review of Sears Home Warranty/CCHS/Cross Country Home Warranty. It ain’t pretty. Grab a drink. Pull up a chair. Late 2017 Bought a home warranty policy from Sears. Late 2017 – Called to have fridge water line repaired. Soon thereafter – Got an email from a company, FIXX MY APPLIANCE INC. 770-736-8266, telling me a timeframe they would be at my house to perform the repair. They didn’t ask me if that would work for me. They just gave me the day and time. Day they said they’d arrive- They didn’t show up on that day at all. I was too busy to do anything about it.

I recently bought a Kenmore stove to be delivered to my home. Unfortunately the day it was to be delivered, my mother fell and needed to be taken to the hospital so I canceled the delivery. The person I spoke to was from the Philippines and there was no USA speaking representative available. She kept trying to cancel my order of the stove and not the delivery. Out of frustration, I told her once again to only cancel the delivery and I will get the stove delivered at a later time. By the grace of god, she canceled the delivery.

I have the Sears whole home warranty. My hot water heater broke on 1/23/18. I called the automated service since it was after hours. It gave me a repair date of 1/25 between 10-12. When I called the outside company this morning they hired I was told I do not have an appointment. That they informed Sears that they could not make that date and time. So now I am on 3 days of taking a cold shower. Called Sears to ask why they did not inform me that my appointment was cancelled and they said it was not their problem. The outside company should have told me. REALLY?? I pay YOU Sears not the outside company YOU hired. So now I have to wait another 24 hours to HOPE my appointment for tomorrow does not get canceled again. I will NEVER renew my Sears Home Warranty again. Once my warranty expires in September I am looking for another more reliable company. HORRIBLE customer service SEARS!!! Very disappointed.

We purchased a dryer from Sears and we purchased the extended service/warranty for our purchase. The machine stopped working, so my wife called to set up a service. We had to wait over 3 weeks for a technician to come. They came and repaired it and it stopped working again. We called and we were told we had to wait 3 more weeks. We did, and the repair tech came yesterday. The dryer worked for a few minutes, then stopped again with error code. We contacted Sears to request service again and were told we had to wait another 3 weeks. This is just poor service. The last two times my wife has called for service, the Sears person has hung up on her twice and when she asked to speak to a manager, the manager got on the phone with attitude as if we were the ones causing a problem. HELP!

01/22/2018 I had a Sears technician come to check problem with my stove. Upon arriving the technician could not find a serial # for the stove so told me he can't do anything. But has the nerve to still bill me for a diagnostic which he didn't even pull out a screwdriver. I call Sears support and they say it's not refundable. I have to still pay for a diagnostic which wasn't done. I would never deal with them again nor will I buy any products from a Sears store.

Their policy just does not make sense!!! Our dishwasher wouldn't latch. I called to find out if it was still under our 5 year Extended Warranty. Found out it expires on 1/22/2018. Was very pleased but then find out they can't get her for over 2 weeks. I also wanted to schedule a maintenance visit (which I never had the whole time) at the same time, before contract expires. I was told they could not schedule the maintenance until the repair was finished but that was going to be too late for my contract. Very poor Customer Service. Never heard of it taking 2 weeks to get a repairman out. Is that only for warranty customers!!!

I had an appointment on Jan 5 to fix my washer that has been giving me trouble for over 6 months. Techs have come to the house twice and still not able to fix the problem with the washer. The tech that was scheduled to come didn't show, the appointment was between 1 and 4. At 4:20 on Jan 5th, I called customer service and was given the contact number for the tech. I called the tech whose name is Leonard in Port Charlotte, he was very rude. I asked him what is his ETA and he told me that he will have to cancel. I asked him,"At what point were you going to call me and tell me that you weren't coming, because I took time off from work to be at the house to accommodate you?" He responded, "Yeah right" and hung up his phone. When I tried calling him back he cut the phone off and sent me a message saying "I can't talk right now".

SEARS appliance warranty service group is poorly organized. Each customer’s service call requires a tech visit to confirm the appliance error code prior to ordering any necessary parts. This initial app’t is scheduled 2 wks from one’s call due to lack of resources. The service tech confirms the part required, places the order for the part & schedules the next app’t, naturally, 2 wks later. Honestly, who can wait a month for their washing machine, dryer or other appliance to be repaired? Would it be wise to have a group of diagnosticians make the initial visit, spend 15-30mins in each location confirming parts, ordering, setting up next app’ts and allowing the service individuals to focus on repairs?

I have been paying for this warranty service for several months, and finally had a need to use it. Sears Home Warranty offers a free annual preventative maintenance for heating and cooling. I tried for over 2 months to schedule this maintenance for my heating system, and spoke with at least 7 people at their toll-free number. Each time I was assured that a contractor would be in touch with me. I was never contacted, but did receive an email with a contractor name and number. When I called them I was told that they do not support Sears Home Warranty service, and did not serve my area. After several phone calls, I was never provided with a valid contractor. Finally I canceled my Sears Home Warranty service. Don't waste your money or time on this service. It is useless, especially when you need it most.

The item is a craftsman home series 6 drawer tool center with bulk storage panel door. I purchased online on October 13, 2017 for a Christmas gift. Therefore it was not opened until December 25, 2017. It is damaged on both sides rendering it unusable. Because it is past the 30 day return policy Sears refuses to allow me to return it. They do not care that it was purchased for Christmas and not opened until December 25. I have spoken to about 10 different customer reps, supervisors etc. at about 4 different telephone numbers. Everyone just repeats the same thing. We have a 30 day return policy! Well, I have the rest of my life policy. I will not shop Sears ever again for my husband and four 20 + yo sons!

CANCEL my order and without my knowledge, Christmas time and then don't refund me and still today Jan 14 no refund and the cancel happened Dec 2017. (REALLY.) (CLOSE ALL SEARS STORES ALREADY.)

If you want to overpay and be underserved in every possible way this is your home warranty company. Priced higher than other home warranty companies with high $100 deductible that is really just a downpayment for covering all the parts and services the Sears warranty does not cover. There is always some loophole, bizarre nuance, and excuse to avoid covering ANYTHING. And, the hassle of setting up an appointment through their very weak and limited pool of contracting companies is a nightmare. You are guaranteed to wait at least a week before there is any movement towards progress in a repair. Everyone you talk to at Sears is clueless and robotically recites apologies with absolutely no plan for helping the paying homeowner achieve resolution. There is a reason why Sears is going out of business. Stick with tires and auto repair Sears, you suck at everything else.

I purchased a 3 pieces of Simmons furniture on 10-10-17, paid in full. It was to be available for pickup 12-11-17. Two days before availability we receive a recording stating delivery is delayed until January. No reason or given. This is simply a recording from Illinois... Called number back & impossible to speak to a human. Called customer service numerous times for update. Given same info I could see on-line, which was available 12/11/17. Was told my issue would be sent to case management. Never heard anything.

So my dryer catches fire in the wiring section. I know people have experience this but here is the kicker they blamed me. So they send a third-party company to do the initial diagnosis. He tells me it’s not really my fault and tells his people something else. So I battled with them over that. So now they send a Sears tech. He says it’s the wiring and that the lint didn’t help. But here’s the kicker. While he’s taking it apart I’m the type of person that wants to see what they are talking about. But why is there a little hole in the framework of the venting where the lint catcher doesn’t catch that allows lint to enter the area and where the wiring is which is the cause of the fire. But what caused the spark. Is the spark not truly responsible if there is no way possible for someone to know that lint is freely going into this area while the dryer is in its cycling. But yet they still claim it’s all my fault and I started the fire.

Paying for months of warranty services and when needed the scheduling and poor coordination has created more frustration and exhausting experiences for my family. Services only available during business hours, no weekends. Left my job several times to be home in time for the technician to be there and never showed. The one time they showed up was during a completely different time frame and luckily my daughter was home. The visit resulted in the tech saying he needed another person to be there and did nothing and left. I just attempted to call and cancel and they want to charge me an additional early termination fee for work not done. Supervisors don’t work on the weekend and in order to expedite your call and not be placed on the line for 1 hour state you will do the post call survey. It has been the most exhausting experience with any customer service.

We have a maintenance contract. Our dishwasher isn't working. I called and they sent someone out to diagnose it. He said it needed a new heater and detergent dispenser and gave me the part numbers. After repeated calls - no answer - on hold for more than 15 minutes - repeated dropped calls - I still can't get to someone to tell them the parts or to schedule a follow up to get it fixed. You shouldn't have to spend hours on the phone on hold or be disconnected. Sears Home Services is a total rip off.

Sears Home Warranty dept. is a parasite feeding on women who have lost their spouses and continue to pay that obnoxious fee. My sister lost her husband, Ricky ** who was truly a Sears man. Every major appliance in their house down to the garage door was a Sears product. If the riding lawn mower or blower stopped working it was, "Come on honey. We got to go to Sears." My brother in-law Ricky was a military man, often deployed to protect his country. This is what begin the purchase of Sears home warranties for every item in their house. Ricky ** didn't want his wife, my sister to worry about having to fix anything in the house. Just raise his precious children. After my brother Ricky's death my sister has paid to renew all warranties in and outside her house faithfully from 2003 to present even when times were hard. She believed her husband when he said Sears was the best and they would fix or replace their product if it could not be repaired.

We had an issue with dishwasher (water leaking from below the dishwasher) and called Sears (because we bought the appliances from Sears). Sears person came and didn't do anything, just look at the dishwasher, didn't even look under the sink and said that the issue with a part in dishwasher and said that it will cost us close to $200. He instead alluded us to buy the Sears home warranty saying everything under the hood is covered. We fell for the trap and purchased the warranty for $69.99. He said after a month call Sears services back and one of the person will come take a look again and you have the dishwasher changed for by just paying $100 service fee because to repair it will cost us $200.

I purchased a brand new Kenmore Refrigerator on 9/1/17 and specifically stated that this was going to be used in a garage. I noticed my ice cream was not freezing so I service in mid October to find out why. They came out and claimed they fixed it. I called a week later since it clearly was not fixed and have since has several more visits and still no fix. I have spent over 16 hours of my time on this issue and cannot get a resolution. I want a replacement for a brand new unit and they just keep coming out to try to fix it. I would never buy anything from Sears or Kmart again. They just keep giving me a runaround and make this my issue. They do not care about customer satisfaction at all. No wonder they are going out of business!

Sears visited my home, assessed my dishwasher for necessary repairs, we paid in advance and then scheduled a repair appointment for nearly two weeks later. One day prior to the appointment, I received a recorded message asking me to call to reschedule. I called, waited for several minutes and then hung up to attempt live chat online (their recorded message encourages you to do this the entire time you are on hold). live chat was not available so I called them back and waited again for twenty minutes. When I finally spoke to a live person she gave no reason for the cancellation other than the schedule is full. I asked her if it is a standard business practice to overbook and then bump customers but she said no. I asked for the specific reason they would cancel a pre-scheduled appointment and she said the schedule is full.

I would advise people to not bother with Sears warranty on washer and dryers or other large appliances. The service end of the company has changed dramatically. The customer is put on hold to listen to music and a repeated suggestion to make the service appointment online with their chat line. Which by the way does not work as every time I try to do that at any time of the day its states that the chat line is not in use at this time. After 3 weeks I am still trying to make a service appointment for my LG front load washer. Lucky for me it’s a certain cycle on the machine that does not work. So I am still able to wash with other cycles. I will not be renewing a new contract for warranty for absolute sure. I will use the rest of my warranty period searching for a new warranty provider.

I'm not even going to describe my experience but one is as bad as another and there is nothing that makes mine any different except that I sat in my house that was 40 deg inside over Christmas break because Sears could not find one single heating/AC guy to come take a look. Not one. I read the warranty which states that you can hire your own contractor if Sears can't find a repairman for you and they will reimburse you for the charges.

I had new flooring put down in my home and the men did not unhooked the water line from my ref... on the ice maker. The next morning I did not have ice or water from my ref... So I called Sears and told them. I called the next day. This went on for several days. So the contractor finally got a plumber out here. There was water everywhere. So I called Sears and they blowed me off to other departments and I got nowhere with them. And this went on for days. They put a piece of wood in the hallway that was suppose to be flush with the flooring in the living room, but it wasn't. It is sticking up and my girlfriend was having hip operation and she was going to be on a walker and she fell over the wood that was sticking up and now she has to have it done all over.

My furnace broke on January 2nd and we had no heat. I live in Illinois and we have subzero weather. They could not come out til January 4th. They came and we are on the emergency list. Today is now January 8th and the heating service is still waiting for the ok to purchase the part. I looked up the part and the highest is $250. In Sears warranty it is now in "research". Let me break it down for the research people. 1. Furnace not working. 2. Needs an inducer motor that cost $250.00. 3. Family in freezing weather no heat possibility of pipes freezing and space heaters running now 7 days. 4. Order the part which by the way takes 2-4 days to arrive. 5. Heating people come install the motor. At this rate we will be without heat for possibly 5 more days. Which will total 12 days no heat in Northern Illinois.

My order was not delivered to my local store in a timely manner. I have found out that the reason was that Sears.com held the order and did not ship it until 7 days after I placed it. Once they shipped it UPS got it to the store in less than 3 days. But, I had left home for a wedding (the reason that I needed this order). In total I contacted Sears.com and my local Sears deliver department over 10 times trying to find the order. They all checked the web-site and reported that the order would be available 5 days BEFORE I ordered it. This was 14 days before they promised it, 12 days before they shipped it and 15 days before my local store received it. Sears.com seems to be trying to run a 21st century e-commerce operation using 19th century tools. And, even in the 19th century, these tools worked better than they work now.

Our year old Kenmore Elite went out the week of Thanksgiving. Waited 2 weeks for appointment. Serviceman came said needs new compressor. He said it went out because not enough ventilation. Two weeks later another serviceman comes same company for dishwasher. He said plenty ventilation. On January 2 serviceman returns to fix dishwasher. Part had arrived for refrigerator so he said he would fix it also. When he checked it said we did not need compressor. There was a block in the flow so needed blowing out. Could have all been taken care of the month before if first serviceman had bothered to check and not just assume it needed new compressor because it was not cooling. Every service call with this company has taken a month to get anything repaired. Very poor service. Remember they service not only Sears but also Lowe's and Home Depot.

I don't even know where to begin. Two missed appointments; installation team with policies that could have resulted in actual installation if they had communicated them in advance; HOURS on the phone with customer service over several calls, sometimes on hold for nearly 30 minutes at a time. I honestly would have paid an additional $500 for our washer/dryer to avoid the Sears disaster. Never again. Save yourself the aggravation and go elsewhere.

Within 4 months my microwave model 790.80373310 melted the turntable ring. Sears agreed to replace it, but I am skeptical and expect that the same thing will occur with the replacement and I'll have a similar half hour phone ordeal to correct it. I think this should be recalled and design flaw corrected before replacement.

On 12/15/17, I walked into a Sears store and ordered a Kenmore washer. I knew what I wanted based on my research and received great service at the store. I was in and out in 15 minutes. My washer was to be delivered on 12/20/17 between 4:30 and 6:30 p.m. At 8:00 p.m. on 12/20/17, the delivery individual called and said he was five minutes away. He arrived shortly after, brought the washer downstairs and connected the water hoses. He then started a cycle and immediately left. Water began to leak from the washer all over my floor. Apparently the delivery individual broke the hot water hook-up and water leaked into the washer and all over my floor. I immediately contacted Sears customer service. What a horrible experience! I ended up speaking to customer service twice that evening and a supervisor contacted me to advise that a repairman would be out the next day.

Elite Dishwasher, top of the line, burn out circuit board & wiring on 22 Nov 2017. Sears was notified & said service tech would be there to repair on 22 Dec 2017 between 10 AM & 2 PM. So my wife waited & 1:45 PM, 15 minutes before tech was to be there, Sears called & canceled. Said next appointment would be 22 Dec 2017 "as there were no available service technicians in our area". They did send parts so had local company repair as next appointment was 3 days before Christmas & had gone without dishwasher for a month & now promise to fix in another month, no way. You know when I was growing up, Sears made best appliances & had number one service. Don't know what happen. Wouldn't buy an outhouse from Sears.

When my refrigerator died a few weeks back I reached out to my local Sears store for repair. They directed me to the online Sears repair service... That is where everything fell apart. They convinced me that it would be "More Economical" to buy an annual warranty plan to have the refrigerator repaired. I knew in my gut this was a bad move, but agreed to it hoping it would expedite the repair of my fridge as my family like to eat food and all. They graciously scheduled my repair... 2 weeks out!!! There was nothing sooner available I was assured... Then comes day of appointment with Technician. An 8 hour window of time I need to be home.

I ordered a Craftsman 3 tier tool chest from Sears online. The upper tray was welded in at an angle which will cause the tools to slide to one side. I contacted Sears Online to exchange the item and they told me my only option was to return the item and to pay the return shipping. I told them I wanted to exchange the tool chest for one that was not defective but they refused to do that. The call center was in India and I could not get them to understand that Sears has closed their stores locally. Bad experience all the way around. I will never do business with Sears again.

I bought a snowblower from Sears for $800 in 2016.Used it twice. Put it away according to the instructions, pulled it back out 2017 would not start. I took it in for repair they could not repair it. Told me they were gonna have to order me a new one. Now when I need to find out where my snowblower as nobody seems to have any information Is I keep getting the runaround!!! On the phone for 45 minutes. Customer service must be in Indonesia because I can’t understand a word! I am never ever buying from Sears again!!! I see why you’re going out of business. They sell nothing but junk made in China! Do yourself a favor. Don’t shop at Sears. Go to Lowe’s or Home Depot or tractor supply anywhere but Sears. Customer service sucks, products suck, automated service definitely sucks. Worst experience ever! “Sears where America no longer shops”.

Sears Online cant handle anything efficiently - canceling online order requires calling some 800 number, you are put on hold, it gets transferred to inexperienced call center in Philippines, they are unable to comprehend and have no empowerment. They send request for cancellation and say that it will take 72 hours!! The order I canceled five days ago is still showing up on my online account as active!! Money Blocked! Gift Cards used have also not been refunded.

Responding to internet advertisements of reduced prices on appliances, I picked out a Kenmore refrigerator. I entered all information and clicked to buy it but received message, "Not available for delivery in your area". I tried entering another area, a medium size city in Texas and, after having to back clear out and re-enter all information, I clicked "pick-up" only to be informed that pick-up was not available within 50 miles of my address. Again backed clear out in order to enter different products and addresses but all met with the same messages, not available for delivery, or not available for pickup, (even with Dallas address). It looks like Sears is rapidly on the way out and I will have to quit shopping there. Sad.

Purchased washer and dryer. Team failed to properly connect washer. Water ended up all over my laundry room floor. Baseboards were damaged. Sears acknowledges responsibility, but after hours of runaround they are refusing to pay for the water abatement and drying the damaged area. The service representative told ServicePRO Sears would pay and gave them his email. He never responded to the emails to set up drying. They are dishonest. They are in apparent financial ruin and cannot afford to guarantee their work. Stay away.

The protection plans Sears sells is not worth the paper they are printed on. They try to sell you on the annual maintenance which is a lick and a promise. Just had my annual maintenance done for 3 appliances. The technician was here for 20 minutes total and then just sat in his van in front of our house for 45 minutes. The maintenance consisted of vacuuming and testing that the light went on and off with the switch. He also ran the dryer for a few minutes and stuck his hand inside to test the temperature. They also expect you to bend over backward to accommodate their schedule.

DO NOT purchase a home warranty for your appliances with Sears Home Warranty! I have had a broken microwave for over 2 1/2 weeks and have not been able to get an appt. even scheduled for a repair. I have had to call the warranty 1800 number back 5x, every few days because they have not called to get me an appt. I have been told they could not find any technicians available in the area. I have been told that I could find my own technician, pay for them out of my own pocket and then wait to get reimbursed from the warranty.

I purchased a Samsung washer and drying from Sears a little over a year ago for $1816. There was a $269.99 warranty charge on my ticket, but when I placed a service call on the dryer, they said only the washer had a warranty even though I told the salesman I wanted the warranty on both products. I specifically remember the salesman telling me to get the warranty and I can always cancel it up to one year and still get the entire amount back. I needed the dryer so I told them to send the serviceman out.

After less than 5 years of owning my Kenmore water heater the tank failed (on Christmas Eve) flooding my laundry room and garage. When I first called Sears they told me the water heater was only warrantied for 1 year. I looked up the product manual and found it is warrantied for 9 years. I called them up again and they said they would have to send someone out to verify that it leaks and that would cost me $79.

My broken Kenmore refrigerator door gasket took 3 weeks to be reviewed and ordered. Another 2 weeks for part delivery and another 3-4 weeks to acquire a scheduled appointment to have the door gasket installed. Sears customer service has never been THIS BAD in previous years.

I purchased a top of the line Craftsman shop vac at Sears 11 months ago. It was used in the garage from time to time. I went to use it just the other day and the motor had a bad growl to it and then it stopped working altogether. I took it into Sears and they told me I needed a receipt. I told them I did not have that and proceeded to let them know I used my Sears card, they then told me that they can't look that up and that I would need to call the Sears credit card department. So I called the cc dept and they told me they could only go as far as 6 months back in the history of my purchases. Therefore I cannot prove that the purchase was within a year's warranty and they told me they would not honor the warranty.

Purchased several appliances during Thanksgiving holiday and delivery scheduled few weeks later. Snow storm caused reschedule. Then Sears rescheduled with no notice. Next date delivery was set for had time of 7-9pm (not my request) and at 11 was told had to reschedule yet again for third time! Finally told me could try for 4th time but I had enough and canceled entire order. Terrible service and no customer assistance with their screw up each time. I will never buy from Sears again. Buyer beware!

On December 10 I placed an order from sears.com which were supposed to be Christmas presents, and on December 21, I got a notification with a tracking number, my package had shipped and would be delivered the next day, I tracked the package, it was in California. The next evening it was out for delivery still in California, I live in Louisiana, I was concerned and thought maybe they didn't update the location of my package. A few hours later the package was delivered to a California address, I called Sears and was told that my package was delivered so there is no problem, I said it was not delivered to me and I want a refund. The girl would not let me speak to anyone else, two days and 7 phone calls later I still can't get a refund. I think sears.com is a scam, all of their calls are routed to the Philippines and there isn't anyone that can help!

I had an emergency (water leak in my shower) affects my unit and the unit below me. I called them to send the plumber but he fails to show up on time and after a very long time on the phone with different customer service representatives I finally was able to speak with the supervisor (Patricia **) who approved to get it repaired and send them the receipt to get reimbursed which it never happened until this moment.

Sears Home warranty Claim entered on 12/12/17. Representative Arlene said it takes 72 hours for a claim to be completed but due to High call volumes, research is taking longer to be completed. Technician came out 12/14/17 between 12-4 pm. Technician sent report in on 12/14/17. Verified that Sears Home Warranty received on 12/14/17. I called technician on Friday the 12/15/17 and technician advised that he haven’t heard from Sears home warranty and he don’t recommend the company for warranty services. 12/18/2017 I called Sears home warranty and asked to speak to supervisor and rep stated no supervisor available. But claim should take no more than 3-5 days to be completed. Claim is currently in review stage.

In the last 6 months we purchased a Kenmore microwave, stove, washer and dryer. We were promised the stove in a week. The week turned into a month before they could locate a the actual stove we purchased. Then our washing machine broke after 8 months. They pretty much needed to rebuild the machine. Parts that were needed are being delivered to our house. All of the boxes haven't arrived yet but one of the boxes is 3 feet x 3 feet. We don't have room in our apartment for these boxes. After being transferred to 4 departments we were told they want to make sure all the parts are here when the tech gets here to repair the machine. That is the reason to have them sent to our house and they do not have a solution to our problem of not having any room for them. WE ARE NOT A WAREHOUSE!

I ordered a treadmill on Nov 30, 2017. Was told it would be here on Dec 7th. Then it changed to the 15th. Have asked for a refund for over a week now. Can't speak to a supervisor ever, get lied to and then they hang up on me. Sears tells me it's through a 3rd party vendor so they can't refund my money after I was told my money would be refunded in 3 to 5 business days. Sears can't contact the vendor of course they are in China. I will never even walk through the doors of a Sears ever again. Looks like I am out $579 thanks to Sears stealing my money and now blaming HappyDeal in China. I hope Sears will soon go bankrupt and every one that has lied to myself or my wife on the phone and in emails I wish you all the worst of luck!!!

Let me tell you. I had not even received our items and I was ready to just cancel. First we get the order email and I notice there were no parts, which we selected, and no warranty, I ordered both. So I call customer service... they have no idea what they are doing. First person I talked to said there would be a set up and install and that we were all set. I called back in the morning just to double check and they said no, then I was transferred and I got a yes. We get everything in...large dent in the side of the dryer, installers say they will take it back and make sure to order a new one (they also took the washer as they said they can't install one without the other). Okay cool you fixed your mistake. I had to call 3 times to get a new shipping date for the order. They all of a sudden changed the shipping date. Did not get notified of that. I was just checking things then I call and am given the runaround.

I bought a home warranty with Sears and about four or five days ago I cancel. First reason. Customer service is in the Philippines. I would guess they have standard script. I must say the three or four times I talks to the rep they were very nice but could not help me with my issue. Secondly to make it short I spoke to a person in resolution and I thought that the problem was resolved. Three days later back to square one. Now in the meantime the guy came out to fix washer. Charge me twice for one service call. He address one of two problems, orders part for one issue, never address the other. I AM DONE WITH SEARS.

When my wife and I went to our local Sears (Montgomery Mall, Bethesda, MD) we were treated very well, the clerk was informative and helpful. We chose a double oven to replace those in my home. The one we really liked we were assured was on "back order" and would not be delivered until January. We chose a model that was a close second because we were assured it was available and could be installed within one week. Based on this assertion by the clerk we took the lesser model. However, when the delivery guys arrived at 8:00 pm (in the dark) we discovered that the unit they had was broken. We insisted that they take it back and get another. Two weeks go by we hear nothing, when I called I found out the same delivery guys failed to note in the computer that they broke it and had to return it to stock; thus, my order sat in "limbo" for two weeks.