“WORST COMPANY EVER. Awful costumer service, not interested in helping the customer, and horrible service. My fridge broke within 30 days of having it. The repair technician left my garage door opened the whole time letting the AC air out and bugs in, left my floor flooded because of the fridge defrost, and used my rugs as their knee pads. It is during the COVID-19 stay at home order and said it would take three weeks for the parts to come in. They said there was nothing else they could do for me until then. We called and they said they would give us the tracking numbers for the parts because if they came in sooner they would repair it quicker. They also said if I wouldn’t have signed off on the parts that they would have just given me a new fridge (yet told me this was not true when I asked). They never called back. We called and they said they don’t even have tracking numbers for the parts. My scheduled repair date is 4/9/2020 and I was still missing a part. We called AGAIN and they said the part won’t be in until the 14th and said too bad. We called corporate and they said whomever we spoke to was wrong about the new fridge replacement anyways and too bad it’s taking so long. I regret ever purchasing anything from them and will never again. Almost a month and I have NO fridge.”
“I ordered a OGIO - Element Messenge and they got it from a third party. Well the third party mailed it to the wrong address. So I contacted the company I bought it from Sears. They told me it would take 2 business days to figure this out. Well they did I guess and just refunded my money back. No phone call like they said they would. I will never use them again and would recommend you too as well. Big waste of time. They do not care about you the customer at all. Buyer be ware”
“I am writing this review for everyone to see that has ever bought an appliance or thinking of buying an appliance from SEARS!
We bought 5 major appliances from Sears here in Richmond,Va. in April of 2018. We also paid $2000 for their extended warranty. In that short time our Kenmore Pro refrigerator has stopped cooling, and we have no refrigerator! I called Sears when we noticed the freezer was not freezing properly and they said they would be out in 3 weeks! I argued and pleaded for them to come, and their response was ”We are sorry and apologize for any inconvenience.” I explained that I was having major surgery on Sept. 18 and we needed a working refrigerator. I received the same reply as before except they added, “We only have 3 technicians for your area.” I find this incredible!
A service man finally came to our home. We were told, It might be the compressor, but it is trial and error, and it might be 2 more months before your refrigerator can be fixed. Someone will be back on Oct. 31.”
Sears said they would reimburse us for a rental refrigerator which we have gotten, but it so small we cannot fit the food we need into it. Apparently, that is what SEARS authorized. They would not install it in our house because the non-working refrigerator is in the space for a refrigerator. They installed it in our garage. My husband is 85 and I am 80. I am incapable of going to the garage because of my recent ankle surgery, and my husband has difficulty managing the stairs multiple times each day. We are having a very difficult time coping with the situation. When I explained the situation to SEARS, I was told, “We understand and are so sorry for any inconvenience.”
The food in the refrigerator and freezer spoiled because my husband was with me in the hospital and the refrigerator smells like rotted food even after it has been emptied and cleaned. We want the refrigerator removed from our home due to the smell and potential for mold.
We have bought from Sears for 64 years and never been treated so poorly! I do not recommend SEARS appliances to anyone, and the extended warranty is definitely not worth the price. Think twice before buying anything from SEARS. They do not stand behind their products, nor do they honor their warranties.
Margaret Bailey
Richmond, Va”
“is the worst store to buy appliances from, if you live in NJ PLEASE stay away from any store, they have the worst customer service and there extended plan is a lie. We have had 3 no showed and the repair man is so rude. My mom has been with out a washer for over a month.”
“Review my case id# 7268.
Our refrigerator Kenmore French Door Elite purchased 2012 died 8-4-17. Today 8-28 it is still not working after servicing on 8-11 and 8-17. We went back and forth with multiple contacts since then. Last week 8-24 I spoke with a "higher up" - Nancy id # 47622 who said a request for refrigerator replacement had been submitted and it would take 72 business hours to see if it got approved, and as backup she said we were scheduled for today, 8-28, for service. After not hearing anything this morning I called Sears back, jumped thru many more hoops, was on hold for most of the 42 minutes, and was told "no, it takes 5 business days to approve replacement request, and we were schedule for Sept. 1st for service. Your service stinks, and we still wait. Please don't respond to this without reviewing our complete file!.”
“I purchased a washer and dryer set from Sears. They were junk. Within just over 2 years I had to replace the main computer board and the pump in the washing machine. And now the dryer temperature is not regulating. Sometimes it dries somerimes it doesnt.I could have bought a new set with the money I've spent on repairs. Kenmore”
“Part One – July 4th
I am a long time Sears customer. Over the past ten years alone, my husband and I have purchased eight major appliances from Sears, as well as extended protection agreements covering ten appliances ongoing. Because I am a senior citizen, I felt it was necessary to purchase the extended protection agreements because we are limited in our ability to deal with multiple contractors, and trusted the Sears name. All advice from financial people suggests that these contracts are a waste of money but I felt that just in case, we should have them.
Well, just in case arrived this past month when I noticed that our central air conditioning was not keeping the house cool. I immediately called Sears Home Repair because the unit is under the protection agreement and has been checked by Sears on a yearly basis as part of the agreement. It took ten days to get an appointment, a ridiculously long period of time compared to other appliance repair companies, during which we suffered through a heat wave. My husband has been hospitalized for heat exhaustion once already and both of us have heart conditions.
When the technician arrived, he was a very pleasant gentleman and he determined that the condenser or compressor (I can’t remember which) needs to be replaced. However, because it is a two-man job, he would not be able to fix it that day. That evening he called and said his supervisor would be contacting us and ordering the part(s). Of all the people to whom I have spoken in the last two weeks, he is the only who is a native English speaker, who understood me as well as I understood him, and who was courteous to a fault. I wish I knew his name and number because I would call him back in appreciation.
The following morning (June 13th) I had an email from Sears asking me to call the Home Repair Service line. I did, and was told by the automated system that there was no record of the phone numbers I gave it which are the only two I have. After several repetitions of both phone numbers the automated system gave up and put me through to a representative, who spoke heavily-accented English. I was polite, had to ask that he repeat himself many, many times, and eventually learned from him that someone would be out that same day between 5 and 7. Great, I thought! No one came. I did however receive an email confirming that someone would be out between 5 and 7 that day. Still later I had a call from a female representative who said my appointment was re-scheduled for two and half weeks later. I said this was unacceptable since we were already suffering from the extreme heat and had waited more than two weeks and were now being told to wait another two and a half weeks (July 10th), endangering our health further. She said she understood since she did not have a/c herself! I will bet she is not a senior citizen and hasn’t been hospitalized for heat exhaustion, nor spent thousands of dollars to insure her appliances were kept up to repair at all times. I am so discouraged and feel that the thousands of dollars I've spent at Sears have been wasted.
The previous paragraph could be copied and pasted four more times, since that is how many other times I have spoken to representatives since yesterday. Each time I go through the long automated process in which the system doesn’t recognize my phone numbers. Three times I was disconnected during the transfer to a resolution specialist. Every time I had to begin at the beginning and go through the whole explanation before being told the same information. The two resolutions specialists to whom I did speak (Lisa and Georgia, clearly not their real names), said they could not help me and I could not speak to anyone more senior than them. They also affirmed that NO PARTS are ordered for this job, and in fact Lisa said the technician scheduled for July 10th is only coming out to make sure the first technician was right, so there would be no parts ordered until after that. Are you kidding me?
We both know that if the president of your company’s a/c broke tonight, and had to have a new compressor or condenser or whatever it’s called, the parts and the technicians to fix it would be there tomorrow. And that even though the president’s health is presumably not in danger. We both know that if I walked into a Sears store tomorrow, I could buy a new A/C system and have it installed in 48 hours. So it is fraud to tell me that there are no technicians available to install the needed (unordered) part(s) – it is just your continued mistreatment of a customer.
Part Two, July 22nd:
It gets worse!
Sears arrived unannounced on July 6th and put in a new compressor that worked for exactly ten days. Another call to Sears told us it would be a 3 week wait for someone to come and "check" it. They offered us Shop Your Way points for a room air conditioner - we had to pay for installation and delivery ourselves. (At least we can sleep now.) They also suggested we hire an alternate service provider to come and troubleshoot - we did (two different ones) and the Sears PABA supervisor would not approve the repairs needed, each estimated at close to $5000. We had to pay the providers $409 and $412 respectively - each was kept on the phone by Sears for more than an hour trying to explain and get approval for the repairs, only to be declined. Neither will come back.
So now we wait through the latest heat wave, with the news telling elderly people to stay inside in air-conditioning, for August and Sears just to "see" what the problem is. No doubt we will wait some more after they decide what to do. I have made 21 phone calls, mostly to foreign help desk people who say "We understand but we cannot get there until August." When I ask to speak to a supervisor they often hang up and when I call back, I have to start all over again because "Sean" or "Mary" is not reachable.
When we bought our appliances from Sears 9 years ago, we also purchased a Warranty Protection Agreement. It covers ten major appliances and we have paid thousands of dollars for the supposed "peace of mind." It has cost us enough to have purchased a new system. Please help.”
