San Ramon, California
With Company response
1 comment

We purchased Sears refaced cabinets in May of '05. They cost over $11,000 at the time, and we were promised a "lifetime warranty". So, if anything went wrong, we would be able to pay $100 for someone to come out to fix the problem, with no cost to us otherwise.

Sounded great; we had them come out several times, since the stuff would peel up or there were issues with the drawers or moulding.

We called today (again - the fourth time with no phone call being returned from the previous three calls) to set up a time for them to come out. They then said it was a "limited lifetime warranty" - first we had ever heard of it - and that we would have to pay $100.00 PLUS cost of materials and labor. The whole selling point was that we could get them fixed up whenever we needed for the $100 fee. The people we spoke with denied that this was the sales condition. This is not surprising, given our history with Sears.

We had purchased all home appliances from them when we redid the kitchen. We cannot tell you how many problems we had. The cooktop burned stuff on there from the start, even though it was guaranteed not to. We replaced it with the same one - they swore that it was the oven - and it happened again. They would not offer us another option. Then the control panel broke. They sent us two to have them replaced - and waited 29 days to come and fix it - and then told us that we had better return the extra panel. I explained that it was their error that they had sent two - and they wanted me to pay shipping, which I refused.

We have had to replace our refrigerator twice due to cracks in it. The first repair guy who came out said it was dangerous and leaking stuff that could get into the food. When it happened again, they sent some guy with tape to fix it. They would not replace it.

We had another issue with our vacuum, which was under warranty - like every other product we have bought from them. We had to take it in six times before they would give us a new one. They admitted that it was faulty, but it took six visits and countless phone calls to get this resolved.

We will never purchase anything else from Sears. They are not good to their word and their products are sub-standard.

Product or Service Mentioned: Sears Repair.

  • Sears complaint
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Sears Response

Dear Anonymous,

My name is Trent, I am a member of the Sears Cares Escalation Team. We saw your comment and wanted to reach out to you to offer our assistance. We are terribly sorry for the frustrations you have endured with your home improvements and appliances. We would like to connect you with a dedicated case manager that can assist you in resolving any concerns you may be having and address any questions you may have about your warranty. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Anonymous406518), to Again, we apologize for any troubles we have caused and we look forward to speaking with you.

Thank you,

Trent A.

Social Media Moderator

Sears Social Media Support