Mike S Mlv

Does not honor warranty

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I purchased a kenmore grill in 2011. I paid for the extended warranty and renewed it 2 more times. They were very good about coming out and replacing burned out parts until yesterday. A tech with attitude showed up and refused to replace 2 parts, that have both been replaced by them previously by other pleasant techs. So if you buy from Sears, dont waste money on the extended warranty.
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Robert L Uen

My Kenmore freezer hasn’t worked for about 3 months.

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Sears - My Kenmore freezer hasn’t worked for about 3 months.
Updated by user Dec 05, 2018

Tried to update review, but your website wouldn't take it.

Updated by user Dec 05, 2018

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,...

Updated by user Dec 03, 2018

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.

Updated by user Nov 28, 2018

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...

Original review Nov 16, 2018
My Kenmore freezer hasn’t worked for about 3 months. I have a service contract.

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.
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Pros:
  • Kenmore products
Cons:
  • Unable to get service
Reason of review:
Warranty issue

Preferred solution: I want 2 years of extra service contract added to my service agreements.

1 comment
Guest

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.

Fadi A Fxr
map-marker Chatham, Illinois

Poor warranty service and rude technician

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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.

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Loss:
$500
Cons:
  • Indifference
  • Repair service is the worst
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

2 comments
Guest

try going back to sears and look for extension cords plugged in and any fire danger like exit doors locked or blocked. then call your local "code enforcement".

Guest

As long as you're boycotting Sears, I'd advise boycotting all "extended warranty" type schemes. They are not warranties in the sense of factory or manufacturer's warranty, but rather more like an insurance company with its twin departments of Delay and Deny.

At best, they'll get you back to where you were yesterday ; an old appliance that now "works". You'd be better off to save your money and use it to authorize and conduct your own repairs or replacements with vendors of your choice.

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Jack D Jqg
map-marker Orange Park, Florida

Master Service Protection Agreement

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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.

View full review
Loss:
$500
Pros:
  • Absolutely dissatisfied
Cons:
  • Very dissaponted
Reason of review:
Warranty issue

Preferred solution: part compatible for the model of my range. I want my Range to work.

1 comment
Guest

I have had a similar experience with the Sears Protection Repair Agreement. I have had a malfunctioning washing machine during the Covid-19 pandemic since the end of June.

The part to repair my machine was not available for 7 + weeks. It is now mid-August - and supposedly the item needed to repair my machine will be delivered sometime today and a repair technician is supposedly coming to our home tomorrow to fix our machine. We'll see if this actually happens.

Buyer beware - do not bother purchasing Sears protection agreements. They are not worth the paper they are written on.

Shirley D Jlu

Never buy Sears Products, they are going out of business

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I have a Sears Garage Door Opener Remote Control that costed $80 that came with 2 parts. I lost the remote and ordered 2 Remotes that costed about $80. When my neighbor open their garage, mine open. I tried to return it but it had been over 30 days and they won’t give me a refund. I drove 20 miles to another Sears and they are going out of business and won’t give me a refund. I drove 20 miles one way. One Remote hadn’t been opened and I have the receipt but I can’t get my money back and I can’t change the frequence. I have to close the door and cut off the power I will never order anything else from Sears
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Reason of review:
Return, Exchange or Cancellation Policy
Resolved
Jaina J
map-marker Iowa City, Iowa

Resolved: Patient Progress, Perspective and opportunity to pursue your problem does pay off

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Updated by user Dec 13, 2018

Ownership and resources by Pissed Consumer and Sears :)

Original review Dec 13, 2018
Dear Review #141****: With the filing of bankruptcy for Sears, the cleanup process is lengthy and has brought about significant changes and corrections to rectify past and present problems. As a former Q&A floor supervisor for two call centers with the former and present phone company as well as with AT&T, the call centers are outsourced and many are off shore. However, with that bring said, this is the substantive norm for call centers within the U.S. Although the online shopping experience you encountered does occur, acceleration and ownership of your issue did result positively and you were proactive. Please also bear in mind that the customer care agents can only provide certain information, but should not continue to necessitate the run around, true. Thank you for permitting me to reply to your post. It is a subjective opinion, yes, but I appreciate the support and opportunity provided by Pissed Consumer. Et Tu Brutae
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Featured
Richard C Fvn

Resolved: Do not buy appliances from Sears

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Do not buy appliances from Sears
Do not buy appliances from Sears - Image 2
Do not buy appliances from Sears - Image 3
Do not buy appliances from Sears - Image 4
Do not buy appliances from Sears - Image 5
Updated by user Jun 19, 2018

Sears replaced the refrigerator after a complaint was filed with the Better Business Bureau.

Updated by user Jun 19, 2018

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...

Updated by user May 27, 2018

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...

Updated by user May 18, 2018

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...

Updated by user May 11, 2018

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...

Original review Apr 25, 2018
December 24th 2017 my Kenmore Elite 795.74023.411stopped cooling. (service order number 4050****) It took Sears until Jan 16th, 2018 to replace the compressor.
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.
View full review
Loss:
$2676
Cons:
  • Long delays for repair appointments and very slow shipping
  • Several days off work to deal with repair appointments
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

Sears has no consideration for their customers! They should be forced to close all their stores.

It is impossible to contact customer service in the U.S. All calls are routed to the Philippines andthey are not able to help, they mess upthings even more.I cannot understand how the BBB rates Sears a B+ business w/almost 14,000 complaints.

Guest

I agree - do not buy anything from Sears that has any type of warranty- they are going out of business at this time - so don't get hood winked from them and buy a extended warranty from them. you will just lose ur money - one fine morning you will hear on news Sears is no longer - a company that once stood alone above the rest and the number crunchers collapse the company by being blinded by greed-

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Charlene P Ftp

Repair Ripoff

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Scheduled repair to my washer and was told $99 will be charged to me if I don’t elect to proceed with service. If I do accept the estimate and have the service tech proceed with repair, the $99 would go towards repair cost. Not true. I was charged $99 over and above repair cost and customer service says it’s not refundable. Billing dept said it review the case and call me in 7-10 days but never heard back. Called again and customer service was adamant about the charge and I was charged correctly. I even called the so-called corporate number that was really re-directed to an India based call center. Scam! Sears is failing quickly. Its no wonder why. You don’t treat customers who support your business like you don’t care about them.
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Jarrid O
map-marker Leeds, Alabama

Credit card do not use

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I called sears in hope of getting my AC unit in my house replaced. They came out did a wonderful job of helping me understand everything and was very nice. But that is when the good stuff stopped. I was told they will take out the old units and put the new units in..easy peasy according to them. The 3rd party hvac guy came out and was great explained to me what sears wanted him to do in detail. So they come out again and sears wants to all of a sudden change everything up. They want to run new duct work in my house...they want to build something under my house for the hot water heater...just a whole bunch of stuff which was different than what we first initially talked about. All of this stuff was added cost and added work that needed to be done to my house that I didn't agree to or want. So I told them never mind I want to cancel the job. Well I get a bill for 500 dollars for a cancellation fee. Which I knew that going in. BUT I only canceled because Sears changed up what they said they were going to do with their install. They told me one thing then came out and said something completely different. So I am stuck with 500 dollars to pay for something that didn't even happen. I was told I had 3 days to cancel, but this was before they came out and wanted to add all these new things to my house and my bill. Just completely awful way to treat someone. I have 10k on my credit card that I was still going to use to buy new appliances or cabinets in my house. But not now...instead they will get nothing.
View full review
Loss:
$500
Pros:
  • Customer service in the beginning
Cons:
  • Cancellation policy
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Justin W Hkr

Horrible

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I ordered a tv online from sears outlet on december 1st 2018 i recieved the tv about a week after the tv came in damaged the screen is cracked along the bottom i reported it the same day. It is now jan 24 i still have that same damaged tv in my front room this is ridiculous. I have contacted Sears Outlet customer service maybe over 40 times and all their able to do is email the processing Department and wait on a response I am not getting a response it is now going on two months I just want someone to pick the TV up so that I can get my money back!!
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Marie P Pej
map-marker Stone Mountain, Georgia

Useless Customer Service...Items ordered but never received

Ordered items from sears.com. Nine of the items were to be delivered before christmas and 9 items were to be picked up at the store in Kennesaw. Items to be picked up at store (9 in total): 7 items were picked up just fine. 2 of the items were unable to be found by the store. They refused to process a refund. They said I had to mail in some receipt they gave me in order to receive a refund for one of those items. The other item, was located a week later and they wanted me to make another trip to the store to pick up the missing item. Items to be delivered (9 in total). 4 items were delivered. 1 item was a pair of brown boots but in the box there was just a left boot. No one know what happened to the right boot. Contacted SEARS Customer service and all they could do was offer a refund. They would not ship out a replacement unless I paid them more money. I refused to pay them anything else so they said they could not help me. After I go off the phone with them they processed a refund. 5 other items were suppose to be mailed to me before Christmas. When I went on their website, the 5 items were still sitting in their warehouse on 12/21. Contacted them to see what was going on and why nothing was being mailed to me. They advised that the items would not be delivered until 12/27. The only thing they could do was refund the expedited fee I paid for early delivery. When I asked why they could not get on the phone and get the items to me. Both supervisor and agent could not answer the question. They had no clue how to resolve anything at all. Asked to speak with someone else and the "supervisor" said there was no one above him. Finally go off the phone with those useless agents cause I was getting nowhere. On 12/27, package was suppose to be received with 5 items. I received a small box with one pair of shoes. Label said it was suppose to weigh 12 pounds but box weighed 1-1.5 lbs. Contacted customer service again. Asked them were al 5 shoes actually mailed and they did not know. Asked them if it was only suppose to be 1 box and they did not know. Asked them if they could locate the missing 4 shoes and they had no answer. Asked to speak with a supervisor and they said there wasn't a supervisor. My only option is the customer service agent on the phone. After about 3 calls and hours on the phone, agent offered to submit an email to escalation and advised me I should get a response within 24 hours. Called them the next day after 24 hours and the new line was it take 72 hours for escalation to respond. In the meantime, they have the 4 missing shoes and all of the money I paid and still no products or good customer service. I had to file a BBB complaint this evening. Do not buy anything else from SEARS. They have relocated their customer service department to India. These agents are not problem resolution agent. Their job is just to get you off the phone. If they can appease you by giving some of your money back, they will try it. If there is an actual problem needing some form of tracking, research, solution or common sense, their customer service dept is unhelpful. They will not transfer you to someone who can make a decision or use common sense to come to a resolution. I am so disgusted with Sears at this point.
View full review
Loss:
$70
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

sandra k Jvt
map-marker Harlingen, Texas

Advertised Item Not Available

Sears - Advertised Item Not Available
Ordered Catnapper Sofa on December 3, 2018. Received email on December 4th at my order number #88978**** was cancelled with NO EXPLANATION. Called on Dec. 4th several times, emailed, texted, got hung up on, transferred, four times with no success. Finally got someone on phone in afternoon as well as online Chat that said the item was not available for delivery in my area. The item was advertised "free shipping". What does my location have to do with it if "free shipping". They tried to place the order again three times with no success. Yet the item is still showing as ADVERTISED on their website. Very upset. Guess this is all because of the stores closing. Now I understand why NO SALES. If you don't have the merchandise, DON'T ADVERTISE IT!!!!!
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Anonymous
map-marker Van Nuys, California

Horrible Service

I bought a French door model 72483 three years ago. The compressor blew out and, against my better judgement, I paid for an appliance warranty and scheduled a repair which they could only do two weeks later. On the day they were supposed to arrive, I took half a day off work to be there for the 1:00 - 5:00 window they gave me. They didn’t bother calling until 5 minutes before 5:00 to say they couldn’t come until 4 days later. I was pissed and tried arguing with them to no avail. They just didn’t give a rat’s *** Now I’m without my fridge for two weeks and have to call someone else
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Candyce M
map-marker Puyallup, Washington

Dishonest, deceitful and glad they are going out of business

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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.

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Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Desmond Ieu

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

Return issues and I would like to put in a complaint

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I want a refund and I also would like to put in a complaint I have been trying to get a refund since October 2018
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