Lupe Kelly
map-marker Salinas, California

All poor service

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Repair and service Techs. do not keep in contact with you. Techs. miss their scheduled appointments Poor customer service You cannot make contact with Sears. Poor automated system All around very poor business practices
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Cons:
  • Service has been the worst ive ever encountered

Preferred solution: Fix my appliance and fix Sears business conduct!

User's recommendation: Check very closely or find someone else to service very items.

Rick B Pzd

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Service on my electric dryer

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Sears - Service on my electric dryer

On feb 28th a tech came to my house and preformed diagnostic on my kenmore eleit electric dryer for the unit not heating. Found element good but a safety sensor bad.

Ordered a replacement part. 10 days later a different tech came and replaced the defective part. He left without informing me how it went .I checked and found out that the heating system still not working. I called sears and reported this and they scheduled a service visit two days later.

We stayed home all day and I received a text stating that the were hear with a picture of our house from summer time with flowers in full bloom obviously not a real visit as this is still March. Also I have a door bell camera as well as a ring camera in full view of our driveway. So to say the lease this is a deliberate lie and did not report that Hector ( the tech) was on his way. I called Sears service and was texted that the service was now between 4 and 6 pm.

Received another fake text that he was here and to reschedule another time. I tried calling the Sears service line but was totally automated and could not talk to a live representative. We paid over 389.00 without a dryer for over two weeks. I tried to reschedule but had to wait another 5 days before a date was available.

I'm totally angry because the second tech knew that the dryer was not heating because I saw him run the dryer and open the door and felt inside to see if it was actually heating. Left with the old part and did not tell us anything. I reported this to Sears service so I guess this is why I got the runaround with the follow-up service call.

A OUTRIGHT LIE THAT WE WERE NOT HOME BY HECTOR I. THIS NOT ACCEPTABLE PRACTICE BY SEARS SERVICE!!!

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Loss:
$379

Preferred solution: Full refund

User's recommendation: Use a local reliable service company

Michelle G Aiz

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| map-marker York, Pennsylvania

Violation of Sears Master Protection agreement

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Original review Jul 17, 2023

To whom it may concern,

Please see below notes and Sears Home Warranty File with additional information below Sears Timeline". 1) Sears violated their Master Protection plan back in 2014 when they did not replace the washer that was covered under their warranty that we payed for.

Instead, the technician requested $530.13 then $101.13??? Because we were overwhelmed with our 19 year old twins with I/DA and complex medical issues we failed to check the warranty. Please, by all means, check our records with Sears. According to the Sears Master Protection Agreement, it includes: a) Worry-free coverage that includes unlimited service with no hidden cost fees or deductiblesb) Service Promise which includes Well fix it on our first service visitc) Replacement Guarantee which includes If we cant fix it, we will deliver and install a new one2) Sears has failed to stand by their own warranty.

Sears owes us $419.78 for the current Sears Master Protection Agreement, we want to cancel that plan. Sears owes us the $100 deductible that we should have never been charged in the first place as our previous Sears Master Protection Plan did not expire until June 23, 2023. Sears owes us $249.95 for the Cinch Home Warranty which was $49.99 monthly for the months of March thru July 2023 as we already had the Sears Master Protection Agreement. We no longer want to do any business with Sears due to the ongoing communication issues, failure to deliver their promises per their Master Protection Agreement and because Sears Home and Appliances are no longer what they once used to be.

On Tuesday July 4, 2023 we purchased a Speed Queen washer/dryer. It was delivered from Longeneckers True Value in Manheim on Thursday, July 6, 2023. We paid $2753.88 which covered both washers/dryers that we spent at Sears in 2007 and 2014 combined. We will never buy another appliance from Sears again.

3) If Sears does not rectify this situation I will be sending all of this information to the following entities; the Better Business Bureau, the Federal Trade Commission and the Attorney General for PA. Sears Timeline

June 23, 2020 - renewed Sears Master Protection Agreement for $393.99

October 26, 2020 - Repair appointment for Kenmore Dryer

December 31, 2020 - Repair appointment for same Kenmore Dryer

January 11, 2021 - Repair appointment for Kenmore dishwasher

January 12, 2021 - Dishwasher dish rack slide rail ordered

January 13, 2021 - Dishwasher dish rack slide rail shipped

January 22, 2021 - canceled February 2, 2021 repair appointment for dishwasher

February 2, 2021 - Repair appointment for Kenmore dishwasher

August 5, 2022 - Repair appointment for Kenmore washer

August 10, 2022 - Repair appointment for Kenmore dryer

December 1, 2022 - Repair appointment for Whirlpool microwave purchased via Sears Home Appliances

December 2, 2022 - Microwave parts ordered and shipped

December 9, 2022 - Sears is scheduled for microwave repair

December 9, 2022 - Sears rescheduled appointment to December 14, 2022 due to parts delay?

March 9, 2023 - Sears customer service talks us into a warranty by CINCH when we already have an existing Sears Master Protection Agreement in place? I was specifically told by customer service that our Sears Master Protection Agreement would remain in place until the expiration date of June 23, 2023 then the Sears Home Warranty by Cinch would go into effect.

March 10, 2023 - Repair appointment for Kenmore washer

June 20, 2023 - called Sears at 1-80*-***-**** to request repairs on Kenmore washer due to leaking, not emptying water, washer comes on byself with lid open and washer literally sounds like a jet plane getting ready to take off. Kenmore washer is located on second floor of home so this poses many issues especially since we have 2 adults withdisabilities and complex medical issues.

Customer service asks for credit card number for $100 deductible? Again, we were told that our Sears Master Protection Plan overrides the Sears Home Warranty by Cinch until the expiration date of June 23, 2023. I had no choice but to give Sears my credit card number as I was told they would not send out a technician. After the repair appointment was scheduled, I went on Cinch and cancelled that home warranty.

I was refunded $55.31. I then renewed our Sears Master Protection Agreement for $419.78 charged to our Visa ending in 0534.

June 20, 2023 - canceled Cinchh warranty (see file for notes and $55.31 refund)

June 20, 2023 - Renewed Sears Master Protection Agreement for $419.78 (See notes in file)

June 21, 2023 - I tried cancelling the scheduled repair online however it would NOT allow me to do so??

June 22, 2023 - Repair appointment for Kenmore washer. Technician explains that the parts are unavailable??? Technician explains that he will put a service repair order in forThe parts needed including but not limited to an interface.

Technician told us that he would be out on the Thursday June 29, 2023. We did not hear from the technician. On July 3, 2023 I once again called Sears to ask them what was going on? (SEE NOTES IN FILE FOR THE NAMES/DEPARTMENTS THAT I SPOKE WITH) I was given the run around.I was told to call the technician?

I called the technician that evening and he had not heard back from Sears at that point. I was told that Sears did not have the parts needed for The Kenmore washer in question?

July 7, 2023 - Surprise, Surprise, I get an email and a text from Sears telling me that the parts have shipped for the repair service.

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Loss:
$770

Preferred solution: Full refund

User's recommendation: Run as fast as you can from Sears! Do not purchase their products or their protection agreement!

Debbie D Tsr

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| map-marker Marion, Ohio

Return item

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Sears - Return item
Sears - Return item - Image 2
I havent heard how to return the necklace from bonjour. They only send me my order info saying they sent the correct necklace. They did not. Attached is what I received, photo img_4121.jpg. Img_4122.jpg attachment is what I ordered. I have filed a report with the BBB. I thought going through Sears would be more reliable.
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Loss:
$69
Cons:
  • Can not get return to work
  • Can not get to a real person

Preferred solution: Full refund

Debra P Blc

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Verified Reviewer
| map-marker Jersey City, New Jersey

Sear sold me a broken item

Sears - Sear sold me a broken item
Sear in Jersey city is go out of business and are selling customers broken merchandise that looks good in the box BUT when you take it home it doesn't work and they don't want to give you back your money I just bought a fan and it doesn't work and I paid $24.00 dollars for it and I would like to get my money refunded.
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User's recommendation: Help your customers receive a refund for broken merchandise because they didn't get what they payed FOR

Steve M Ctr

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Verified Reviewer
| map-marker Middleburg, Florida

478972****

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Sears - 478972****

Purchased a work light at Lowe's. It worked fine for several months.

Took it back to Lowe's and they informed me to call sears. I did the guy took my information and gave me a number to call. I got a answering machine asking for information including my phone number. It said that I would receive a call back.

But that didn't happen. So after waiting for about two months I tried again. Same thing happened again. So I waited a couple months and this time I asked to be transferred because of the non response from the answering machine.

Well he did and sure enough I got the answering machine again. And believe it or still have not received a call. I feel as if this is just a way not to have to make good on warranty claims. By frustrating the customer to the point of just not being worth it.

It's really sad that there is only one person that you can talk to.

And that person tells you that he only takes the information and steers you to the phone that no one ever answers. It's sad that Sears has become such a unreliable scam of a company.

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Loss:
$40

Preferred solution: Full refund

User's recommendation: Enough said

Resolved
Debra M Sal

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Verified Reviewer
| map-marker Calistoga, California

Resolved: Cannot get dishwasher repair under warranty

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Updated by user Feb 28, 2024

Company fixed the issue and I have been provided with product or service ordered.

Original review Feb 15, 2024
I had a service repair order under my warranty for my dishwasher the day before my warranty expired. The contracted repair company didn't show.

I have since rescheduled twice, after explaining my dilemma. I was assured the tech would know it is still under warranty due to special circumstances. Both times the tech couldn't work on my dishwasher because the coding was incorrect and didn't reflect my situation. I have called every number I can and can only speak to someone in the overseas call center repair department, and even though they confirm they have fixed the problem they haven't done it correctly.

I live in Northern California. The last tech repairman that came today, 2/15/24 told me I need to speak to the warranty repair manager, Chris Glover. However, they weren't allowed to give me the phone number, and the phone call center based in the Philippines cannot help me connect. I need help getting my repair fixed now.

I have been a good customer for 20 years and cannot believe the runaround I am getting. Please contact me.
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User's recommendation: Beware of Sears Warranty company

HARRY D Jjh

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Sears Order #91284****

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Sears Order #91284****
Sears Order #91284**** - Image 2
I paid, thru PAY PAL who is also contacting you, as to where the *** the refrigerator I bought and was having delivered on October 29th is. This supposedly was thru YOUR SELLER Appliance Dealz. Suddenly, no one knows anything. Thankfully, I have a paper trail. Have the simple courtesy to respond.
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User's recommendation: Don't walk away ~~~ RUN LIKE ***

Talitha Yua

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Verified Reviewer
| map-marker Magnolia, Arkansas

I have paid for something I don’t have yet

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Sears - I have paid for something I don’t have yet
Sears - I have paid for something I don’t have yet - Image 2
Another person had same tracking number in royal ark my Order has not came seller has not reached out to solve this matter with what I paid for
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Witney S Buh

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Trying to get a refund back at this time

Sears - Trying to get a refund back at this time
Sears - Trying to get a refund back at this time - Image 2
I ordered a part from searspartsdirect from since January 16th 2024 and i have not received my part .
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Loss:
$191
Pros:
  • There are no pros with this incident
Cons:
  • No help
  • There phone service makes it very difficult to talk to a person

Preferred solution: Full refund

User's recommendation: Don't buy anything from searspartsdirect

herb w Qrb

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Verified Reviewer
| map-marker Greenbrier, Tennessee

Kenmore quality terrible, service cost outrageous at Sears

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Updated by user Feb 19, 2024

I thought I might hear from Sears and arrange to get something done aobut my repair, but have not heard anything. I have tried to find a replacement valve, but could not find one anywhere researching on the internet.I finally called Sears Parts Direct. They advised...

Original review Jan 09, 2024
I have been a Sears customer for over 40yrs. I always liked Kenmore products for their dependability, overall quality and professional reasonably priced repair from Sears.
But those day seem to be over.

We purchased a new Kenmore bottom freezer fridge 2 yrs ago. Retail price just under $4,000. We also purchased professional install from Sears, as part of the purchase.
When the fridge was delivered the installers didnt know how to get the fridge in the house, nor set it up. After some time they set it up and left.

The middle drawer was left slanted and did not work properly. Handles and other parts were loose and damaged. Things just didnt seem to work overall.
After some pushback from Sears, we had the fridge replaced.
The new fridge, once installed, still had issues. As one of the side-by-side drawers does not close properly.

After a short time, a part fell off of the freezer drawer. Sears sent a repairman, who seemed to have not seen one of these fridges before. He reinstalled the part, but the very next day, it fell out again. We contacted Sears, and they told us the owner was responsible for putting it back.
We are seniors and no longer adept at crawling around to do repairs, which is mostly the reason we paid for install when we purchased the fridge.
Recently we experience a leak from the fridge.

We booked an appt for a Sears repairman to come and fix the fridge. In the meantime, someone from Sears made several intrusive calls trying to sell us some sort of home warranty plan.
The repairman, who seemed very knowledgeable and professional, came and within a few minutes diagnosed the problem as a crack in a pump, which need replacement.
The cost was just over $150 LOL for the diagnosis.
The quote to replace the pump was over $600.00, of which $389.00LOL was for labor.
The Sears DIY help on their site states that a non-professional DIYer can replace the pump in 15 Happy minutes.
The total for diagnosis and repair would be almost $800.00 for a small pump assembly, which would total approximately 20% of the original cost of a 2 yr old product.
I guess Sears is more interested in selling annual service plans, than backing their products, as they used to do in the past.
$389.00 for a 15 min install is reduclous.LOL
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User's recommendation: Be careful when buying today's Kenmore products.

1 comment
John W Hsn

Somebody had my facebook took money out of my account

Sara J Rra

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Can’t speak to a human

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I cant even express how incredibly pissed I am. I have wasted my entire day trying to get a hold of a human. This is the worst customer service ever!
View full review
Loss:
$400
Cons:
  • Impossible to get in contact with

Preferred solution: Price reduction

User's recommendation: Run

Resolved
Kathryn M Jxl

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Resolved: Confirm Cancellation

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Updated by user Mar 05, 2024

Company fixed the issue and I have been provided with apology.

Original review Feb 02, 2024
Case #6647**** - AUTO ESCALATED Order # 91277**** I have been trying to cancel this order and get a refund since October 2023. I need an order cancellation confirmation sent to Katapult for the lease. Please advise best way to get this confirmation.
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Loss:
$215

Preferred solution: Full refund

Tahja Bkr

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Verified Reviewer
| map-marker Brookhaven, Mississippi

Needed to speak to a person about my washing machine.

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This is crazy that you cannot speak to a customer representative nowhere and what is worse than that is I have a 3 Month old washing machine that will NOT work. I spent 6 previous months trying to get a replacement. I am spending tons of money going to wash my clothes with no reimbursement. I am so disappointed in Sears.
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User's recommendation: DO NOT use Sears. Do not buy from Sears

Donald R Dax

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Verified Reviewer
| map-marker Lake Stevens, Washington

Online order never filled or refunded

Sears - Online order never filled or refunded
I ordered a 320 piece craftsman tool kit December 23,2023.the order was to be picked up in tukwilla Washington.i received a email stating it was ready for pickup so i sent my son to pick it up.after about an hour of looking the employee stated the order had been cancelled according to my son.i talked on two occasions with Barbara in tukwilla store but got nowhere she could not figure out what happened to order.I still have not been refunded or given tools
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Richard F Vdu

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Verified Reviewer

I need HELP ~!~

You have required that I take two days of my vacation to wait for you to arrive to fix my dishwasher. Both days, you contacted me to during the day to cancel the appointment.

That's 20% of my annual vacation time wasted because of your horrible customer service. Question 1: WHY do you keep cancelling my appoiontments with no notice? Question 2: What is the status of the parts order? 3: What are you doing to fix this problem?.

It's been over a month and a half. 4. I am not waiting forever to get this fixed. Our agreement was fix or replace.

Since you can not fix it, I want a new dishwasher. This is the agreement we have .

You need to live up to your end of the agreement. I am very close to getting my lawyer involved.

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Cons:
  • Horrible customer service for their home applicance plan

Preferred solution: Deliver product or service ordered

User's recommendation: Don't use them

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