Sears
Reviews and Complaints
Sears Overview
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Sears has 1.7 star rating based on 2958 customer reviews. Consumers are mostly dissatisfied.
10% of users would likely recommend Sears to a friend or colleague.
- Rating Distribution
Pros: Price, I will like it when they are out of business, Back when they knew how to take care of their customers.
Cons: Customer service, Poor customer service, Service.
The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Sears has 1.7 star rating based on 2958 customer reviews. Consumers are mostly dissatisfied.
10% of users would likely recommend Sears to a friend or colleague.
- Rating Distribution
Pros: Price, I will like it when they are out of business, Back when they knew how to take care of their customers.
Cons: Customer service, Poor customer service, Service.36% of users think that Sears should improve its Payment and refund flow.
43% of users say that they won't use Sears in the future for similar services or products.Recent recommendations regarding this business are as follows: "Check very closely or find someone else to service very items.", "Good service", "Don't use them", "Use a local reliable service company", "DO NOT use Sears. Do not buy from Sears".
Most users ask Sears for the refund as a solution to their issues.
Consumers are not pleased with Customer service and Exchange, Refund and Cancellation Policy. The price level of this organization is high according to consumer reviews.
Media from reviews
All poor service
- 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.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerService 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!!!
Preferred solution: Full refund
User's recommendation: Use a local reliable service company
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | York, PennsylvaniaViolation of Sears Master Protection agreement
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.
Preferred solution: Full refund
User's recommendation: Run as fast as you can from Sears! Do not purchase their products or their protection agreement!
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Marion, OhioReturn item
- Can not get return to work
- Can not get to a real person
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Jersey City, New JerseySear sold me a broken item
User's recommendation: Help your customers receive a refund for broken merchandise because they didn't get what they payed FOR
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Verified Reviewer | Middleburg, Florida478972****
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.
Preferred solution: Full refund
User's recommendation: Enough said
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Verified Reviewer | Calistoga, CaliforniaResolved: Cannot get dishwasher repair under warranty
Company fixed the issue and I have been provided with product or service ordered.
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.
User's recommendation: Beware of Sears Warranty company
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerSears Order #91284****
User's recommendation: Don't walk away ~~~ RUN LIKE ***
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Magnolia, ArkansasI have paid for something I don’t have yet
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTrying to get a refund back at this time
- There are no pros with this incident
- 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
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Greenbrier, TennesseeKenmore quality terrible, service cost outrageous at Sears
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...
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 for the diagnosis.
The quote to replace the pump was over $600.00, of which $389.00 was for labor.
The Sears DIY help on their site states that a non-professional DIYer can replace the pump in 15 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.
User's recommendation: Be careful when buying today's Kenmore products.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCan’t speak to a human
- Impossible to get in contact with
Preferred solution: Price reduction
User's recommendation: Run
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerResolved: Confirm Cancellation
Company fixed the issue and I have been provided with apology.
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Brookhaven, MississippiNeeded to speak to a person about my washing machine.
User's recommendation: DO NOT use Sears. Do not buy from Sears
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Lake Stevens, WashingtonOnline order never filled or refunded
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Verified ReviewerI 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.
- 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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