Sears
Reviews and Complaints
Does not honor warranty
My Kenmore freezer hasn’t worked for about 3 months.
Tried to update review, but your website wouldn't take it.
Fixed!!!!! I think.
At least it's still working 12 hours later.Three months to fix a freezer!My Kenmore freezer quit working about September 1, and was finally fixed December 4, 2018. Three months later.I waited until November 9 to call , (Executive Customer Service,...
December 3rd. Freezer still not repaired.
Has been broken since Sept 5th.
Three months, nothing but run arounds. Repairman is scheduled to come tomorrow, again.
Still waiting on service man to fix my freezer. Because Sears is in bankruptcy, they can not offer you any compensation.
The cannot even extend your warranty for 1 day.
I've spent a hundred hours on the phone talking with dozens of people. Originally called for service...
Service man came and replaced one part. Freezer still didn’t work. He came back on September 24th and ordered several more parts. He was scheduled to come back and replace these parts on October 12, but didn’t show up.
He’s since been rescheduled for October : 24, 26, ; Nov 1, 5, 8, 14, 17, 19, 20. Yesterday service says he is scheduled for the 27th. This is totally unacceptable by anybody’s standards.
I’ve talked to service and left a Executive Complaint with Mr Lampert’s office. He is the chairman and former CEO of Sears Holdings and founder, chairman, and CEO of ESL Investments.
- Kenmore products
- Unable to get service
Preferred solution: I want 2 years of extra service contract added to my service agreements.
Poor warranty service and rude technician
I bougth a washer from Sears and as usual bought the 5-year extended warranty given prior experience with products breaking down (over the years, I bought multiple fridges, washers, dryers, freezers, ovens, diswahsers, etc. from Sears and others and know how low the industry standard has become nowadays).
The washer started leaking.
I called Sears and they scheduled a repair appointment. The techinician came and wouldn't touch the unit after he opened it and claimed there were mice droppings inside it. I asked him if the leak was due to mice activity, and he said he didn't know but he declared the unit out of warranty (due to the claimed mice activity) and due to that, he can't do anything with it anymore. I asked him if he can find where the leak is coming from and if it is indeed due to a mouse activity that I'll happily pay for it, but if not, it should be covered by the warranty.
He adamantly refused to touch the unit or do anything with it. When I realized that he wasn't going to do anything helpful I asked him to leave. He proceeded to leave without putting the unit back together (left the unit open with wires exposed, screws all over the place). I asked him to put it back together and he still refused repeating his claim that it was out of warranty.
He went on to leave and when I tried to stop him from leaving without putting the washer together, he threatened to call the police. He left and my washser is open and I'm now calling someone else to fix it.
I believe that after paying hundreds of $$ in warranty, one is entitled to a better service and experience than this. I will never ever again order anything from Sears.
- Indifference
- Repair service is the worst
Preferred solution: Let the company propose a solution
Master Service Protection Agreement
To Debra Tsenguyen
On 11/19/18, the Sears technician arrived at 8:07am today. The tech placed in the new part that was ordered, but he had to order a control panel. The first technician did not know he had to order a control panel along with the display. According to the tech that just left my home, both parts should have been ordered together. So early today he left and brought the part locally. Finally, he returned back to my home at approximately 6:46 pm. It is now 8:00 pm and, he just now left. Unfortunately, my range still does not work. He troubleshot over the phone with tech support. He instantly called them when he was unable to get any of the buttons on the display to work. He stay on the phone with tech support until he left. Tech Support made him order another display and control panel. Why, I do not know. I am very very frustrated because nothing seems to work. I have a Master Protection Agreement and have had it since I have had this range. On Saturday, November 10, 2018, when I called customer solutions and complained about my situation, I was told I may qualify for a range from one associate, since the range I have is not working. The person in charge told me they could grant me an authorization for Rent A Center, but I would have to pay for it out of my pocket. This is was totally unsatisfactory, and unbelievable. Today November 19, 2018, I asking you to intervene and make a decision because I am getting the royal run around. If you look at the history I have dealing with this since October 10, 2018. We are now in November going into December. And if no action is taken then I will be without an range for Christmas.
I want you to know that I am a 20 year Veteran and I have spent many Thanksgivings and Christmases away from family. So the holidays are very very special to me because I am no longer away from home. I can enjoy my family without having to be overseas away from family members. My anxiety level is very high right now because my range was working before any technician touched it. All I asked was for simple maintenance and told the technician the display on the oven is fading. I have yet to get any maintenance. From there I have had to wait a month just to get the part, and then once the part arrives 11/10/18, the first tech is so inexperience he does not call tech support or his supervisor to advise them of what is happening. Now today, after I get the part and got an experienced technician to install it, the part does not work even after he locally installs the control panel along with the display. After all of that then tech supports wants the tech to order the parts again. I do not know when these new parts will arrive or if my range can even be fixed.
What is the sense of having a Master Protection Agreement, if it is not honored? What are your resolutions? I want results. I do not want anyone to try and appease me with sorry ma'am for your trouble. I want a working Range.
After this intense email the only reply I got from Debra Tsenguyen was I will monitored the delivery of the part for the Range. What a waste of time.
- Absolutely dissatisfied
- Very dissaponted
Preferred solution: part compatible for the model of my range. I want my Range to work.
Never buy Sears Products, they are going out of business
Resolved: Patient Progress, Perspective and opportunity to pursue your problem does pay off
Ownership and resources by Pissed Consumer and Sears :)
Resolved: Do not buy appliances from Sears
Sears replaced the refrigerator after a complaint was filed with the Better Business Bureau.
Sears responded to the complaint I filed with the Better Business Bureau - it was this that made Sears decide to correct this situation. Thanks to the BBB my refrigerator has been replaced, 8 weeks after the 3rd breakdown. I'm glad this is over, and will not shop Sears...
I filed a complaint with the attorney general and Better Business Bureau on May 20th. No response from either, except that they received my complaint.
I received a response from shc@***.com (Sears). They have nothing to offer but scripted responses, and won't answer...
05-18-2018 Update: My 2nd replacement part arrived on the 17th. I opened it to discover I was shipped an identical part to the first.
I now have 2 evaporator coils that won't work with my refrigerator.
You can see in the photos the part numbers are the same. I spoke...
05-11-2018 Update: Part was received on April 30th, and I had to wait until May 11th for the repair. The technician arrived and we discovered the part that was shipped is wrong.
It won't physically fit the refrigerator. So now another part is on order, and the next...
Two weeks later the refrigerator stopped cooling again. Feb 8th, 2018 a technician came out to repair a freon leak (order number 000840****12329) .
Two months later the refrigerator stopped cooling again. Today, a technician came out and determined an evaporator coil was needed (order number 000840****39677). The technician left without re-assembling the refrigerator. There were parts left all over my counters. I called various support numbers, 800-479-****, 800-795-****, 844-553-**** and spoke with at least 6 technicians and 2 "managers" who all told me they couldn't send the tech back to re-assemble the refrigerator, and the needed part would not be expedited. I'm expected to wait for another 2.5 weeks with parts in my kitchen until Sears can replace the coil.
I can only hope this will repair the refrigerator, as the warranty expires May 21st. I was told by a phone rep the part could have been ordered with 1-2 day shipping as an "emergency" but this option was not selected. The managers told me they could not expedite or edit the shipping type. Nor will they send anyone back to clean up their mess. It's my opinion Sears is dragging out the repair as long as possible so I am no longer eligible for the "No Lemon Guarantee". Right now the repairmen are throwing parts at the problem.
- Long delays for repair appointments and very slow shipping
- Several days off work to deal with repair appointments
Preferred solution: Deliver product or service ordered
Repair Ripoff
Credit card do not use
- Customer service in the beginning
- Cancellation policy
Preferred solution: Full refund
Horrible
Useless Customer Service...Items ordered but never received
Preferred solution: Deliver product or service ordered
Advertised Item Not Available
Horrible Service
Dishonest, deceitful and glad they are going out of business
I have been a Sears credit card holder for 41 yrs.. Sears cancelled our credit card without our knowledge. ( No we haven't used it in awhile- but we were not notified) If they cancelled us, why did they send us a card in the mail with a new expiration date, which my husband was able to activate?
This was new found information as my husband went to Sears to buy a vacuum. To benefit from the extra perks of using your Sears card, he signed up for a new card.
The vacuum was to be a surprise to me as ours old one needed replacing. I HATE the vacuum - Kenmore Elite. The suction as an upright is great. That is all that is good about it. You cannot go under any furniture,
the attachments are absolutely useless. My grandchildren's toys are made better. The hose is so short you can't go under a bed or chair completely.
The attachment hose doesn't stay together.
The day after his purchase we were to take the vacuum back. Nope, can't
do without doing an even exchange or accepting a lesser amount of the purchase price. Appears Sears has a very deceitful return policy printed on their receipts. You have to go online and read their fine print to learn that unless you return everything in it's original box, no full return.
The Sears company used to be an icon for families to purchase everything for their households. The quality of their merchandise, customer service and honesty was there. Making a purchase at Sears you had full confidence that you went to the right place.
They are going out of business for a good reason. I feel they are dishonest
in representing themselves, the quality of their products are below acceptable, and their customer service is non existent.
Preferred solution: Full refund
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Just make sure that when you put it out on the curb for the Trashman or Recyclers that you tape up the doors real good so that no children can play inside of it and get trapped inside. Thank You.