“Okay, so my washing machine started producing loads of laundry that were covered in lint last week on Fri. Not a big deal, I've had it for 15 years. Kenmore refers me to Sears and I call them. Okay. Sears schedules me a $99 service call for Monday. So far, quite acceptable.
Except that the guy doesn't show up. He calls ahead and informs me that he can only work on dryers. So Sears reschedules me for the next day - then blows off the appointment again. I'm not exactly clear on why, it was either another unqualified technician or a discrepancy about the price (guy called on his way to me and quoted me $150).
So we try again. This one is for Thursday (today). Guy calls me at 8:30am re a 1:00-5:00 appointment and tells me he's on his way. Well okay, but you won't find me there until noon, the very earliest. And he also tries to jack up the cost. Can't decide whether he wants $145 or $140, whereas the call center tries to milk me for $120 before settling for $99.
But the guy never shows up. Now I should have called them earlier, but I didn't get around to it until 9:00pm, at which time the call center tells me they'd sent me another unqualified worker, and offers free service. This calms me down, until he goes on to tell me that the next available appointment is next week on Monday.
Well I finally lose my temper at this affront. Call center rep transfers me to scheduling, who refuse to honor the free work offer their colleagues made. I ask for a transfer back to them - and they're closed.
Scheduling guy goes on to ask me three times over roughly 30 minutes to tell him why today's appointment didn't happen. I answer every time, but the third time, I tell him to put on his listening ears, and that I'm going to lose my sh*t like he's never heard before if he makes me repeat myself a fourth time.”
“So we had a kenemore elite refrigerator that we had the service plan on. It lasted aboit 12 years. The last few years it was not staying as cold as it should. So the technician came out a few times and finally said that it could bot be fixed so I would have to get a replacement. After getting the run around with sears I finally received a voucher code for $1500 to buy a new refrigerator on their online site. It could only be used for a refrigerator and it could only be used on their site. After trying to place an order for a different refrigerators for over a few days I finally called them frustrated because all the refrigerators were out of stock. They were not much help, just told me I had to wait until they were in stock to order and they did not know when that would be. I was really irritated. So after trying to order again and it kept saying there was an error, try again later. I finally called and was transferred to a live person who helped me find a fridge that was in stock. Of course it was more money than our voucher but we placed the order and had a delivery date 3 weeks later. When the date arrived and I did not hear from anyone I called again. The guy assured me it would com on the date and I will get a call the night before. I never received the call so I called again the morning of the delivery date. Now they say it is in transit and they don’t know when it will be delivered. This whole experience has been so extremely frustrating. I cancelled the order and went to Best Buy to get a fridge that I know will be delivered on the day I picked. Do yourself a favor and avoid aggravation, DO NOT buy from Sears The company used to be good but now it is horrible!”
“I wish I could leave a zero!! Why did we buy the warranty? Our stove has not been fixed yet!! It’s been 3 months!!! The service person is literally sitting in my driveway and telling me he doesn’t have all the necessary parts to fix the stove. Well why did you drive all the way here before you figured that out and hold us hostage all day waiting for you? This is a total scam!! They take our money for warranty and string us along about fixing the problem and don’t! 3 months is a joke! Do better Sears!!! I will NEVER buy from them again!! I hope this review finds its way to ALL potential customers and convinces them not to do business with SEARS!!”
“I have been waiting for our washer to be fixed for three months now. First, the part took two months to appear. The part was sent to a different location other than my home. When I called, they said it was somewhere else and they would be sending the part to my house. They rescheduled my appointment and no one showed up. They said whoever took my call forgot to put it into the system that they were supposed to come to my home to fix my washer. Now I have to wait FIVE MORE DAYS for someone to come and fix our machine. I am BEYOND frustrated with Sears. I will not renew a warranty with them or buy their products.”
“Broken dishwasher
I’m 6 months in and no further on!!! I’ve been given the run around by the call center who have no idea what they are doing? They must have spent thousands on parts which have not worked and refuse to just replace!!!! Lie after lie countless hours spent in line on their inept call line!! HEED MY WORDS, DO NOT HAVE SEARS AS YOUR APPLIANCE WARRANTY COMPANY !! The other frustration is they have no superiors in place so no where to garner satisfaction!! Utter nightmare!!!!”
“Everything went wrong. Charged me for a part that wasn’t needed, took it back with them and never refunded my money. It is impossible to get a hold of anyone. They are an international call service that will not respond to any request on phone or email. Do not use this company.”
“Charged us 119 to diagnose the issue and for parts, (over 500 total charged for a 5 minute visit). The technician made an appointment to install the parts two weeks later! (The earliest date he said he had open) then NEVER showed up, and never contacted us to reschedule.
When we called the service center to find out what happened they tell us we didn't have an appointment (a lie the website still shows we had an appointment on July 20th, I have screen shots!) the parts he said they had, turns out they didn't actually have them, they ordered them and sent them to us....but they're lost in the mail, oops. Well one is lost, the other hasn't shipped yet two weeks later.
But they want to sell us some new windows we don't need and how about a home warranty?? Their solution to going on three wks without a working fridge?... We should just call them when the parts arrive....whenever that is and make an appointment to get them installed.
Absolute SCAM of a company. Over 500 dollars for them to do absolutely nothing.
Pathetic customer service and complete failure to get the job done. We have no timeline for when it will be fixed since the part is lost, and not even shipped yet, and no working fridge.
The only thing they're interested in is selling you more services at a monthly charge, I have zero confidence they could actually handle.
Setting your house on fire would be more productive than calling Sears to fix the problem. Avoid this company at all costs.”
“Sears is not a company that provided any customer service and lack of care. They didn't have dressing rooms at the location and would not honor a return. The product was brand new, with the tags, and the receipt.
It was a week outside the 30 day return policy because I live an hour and a half from the location. Manager could careless about honoring me as a customer.
Will never shop there again. Sadly business reflects zero customer service.”
“Bought a LG refrigerator and extended warranty for it, both from Sears. Refrigerator breaks, first they sent out the wrong parts then they tell me they can’t locate the correct parts. Haven’t had a working refrigerator for 6weeks. Despite promises to call back and talking to 4 different departments (all who promise to expedite the issue and call back and never do) issue is still not resolved.”
“I would not even consider placing an order with Sears.com or Kmart.com. They took forever to deliver the large appliance we ordered. It was delivered damaged and I have been trying for days to get someone to help me with the return. I keep getting transferred to different departments that can't help or given suspicious alternate numbers to try. If you click on Return/Exchange on their website, the window says "page no longer available", even though during the return window. We are left with a damaged appliance and no way to return or exchange it. I did deal with some pleasant customer service people, although they were ultimately not able to help. Do not take a chance as this has become a very untrustworthy company.”
“I am so furious. I had an appointment with them July 12 and didn't show up and stood me up. No communication. I rescheduled for July 16. I just got a text of a picture of my house that they showed up. I didn't even get a call that they're coming. My wife and me were home. We didn't even hear a knock. There is no way to talk to a person. I swear to myself I won't be dealing with this company anymore. I just hope they ran out of business!”
“My Father has a contract for repair services with Sears, which he paid in full good till March 2025. His dryer broke in early March I reached out to them on his behalf and have been given the run around for more than 4 months. At first, they sent the repair man to the wrong house several times and when a repair man finally came, they kept saying that they need to get a new part which never came. When ever you call them, you are on the phone for at least one hour if your lucky most of the time it is longer and if you even get the chance to speak to someone, they are unable to resolve the issue or the phone mysteriously just hangs up. After complaining for several months, they sent him a $298 voucher to put toward the purchase of a new Dryer however you can only use it at Sears. He ordered a new dryer online at Sears .com on July 3rd and had to add an additional $500 to purchase the dryer with a delivery date of July 15th which was confirmed via an email that they sent him but to no surprise the dryer wasn’t delivered on the promised date. On the day of the delivery He did not receive an email, phone call or anything to tell him that there was an issue and that he would not be receiving the dryer on the 15th ,when I called them they told me that the dryer that he purchased online on their website is not in inventory and that they would have to wait to find out from the manufacturer when the dryer would be available for deliver as they could not confirm a new delivery date. Sears repair and Sears as a whole is a scam I would advise anyone who is thinking about purchasing an appliance from Sears or signing up for their repair services to run not walk away from this company and to find a company that has better customer service and stands behind their words and puts customers first. They will take your money and not deliver the service or the product. The Sears Brand is Dead as it should be!!!”
“Our Dryer has been overheating for several months,Timer does Not count down completely, leaving our clothes over dried & extremely hot to the touch. When we do check clothes, the dryer and clothes are so hot cannot touch clothes or inside of dryer or outside of dryer! The repair came today, (Said because it was not doing it in little time that he was here, he could not throw parts at it, meaning changing out a simple moisture sensor untill he experienced it himself. He was not polite nor acted like he believed me. This was very rude to us as we have been (Sears Customers for over 50 yrs.
We worry, if dryer keeps overheating it could cause fire. They always in past yrs would change out the moisture sensor, and it always took care of this problem in the past !!
We no longer have Confidence in the repair service they offer, from this experience today on July 11, 2024
Sincerely, Very Dissatisfied Cutomers,.”
“Master protection program is a scam. Take your money then you can’t get service. Sears once was a great company with good appliance now the company is hitting rock bottom in my opinion. Liars and cheaters. The sooner they are out of business the better. The company is bring this on themselves. If the company won’t live up to their promise/guarantee then get out. People deserve better when spending our hard earned money. Less than 0 rating is what I would give Sears . Been working on issue for 3 months.”
“My icemaker on my fridge quit working so I called sears home repair to come fix it. Tech came out said he knew what the issue was 100% and he had to order a part and they would schedule a followup visit and have the part shipped to my door. The cost was $400.00 for parts and labor. Before I agreed to pay for the part I made sure and asked the tech several times that he was sure this was the issue and he assured me it was, and if it was something else he would take the part back and issue us a full refund before ordering another part.
Waited for 6 weeks after the part came in to see the tech again, but once he showed up he said that he must have fat fingered the part number because they sent the wrong part so we had to wait several more weeks for the new part and appointment, he came out put the part in said it was fixed and left. He never even checked to make sure it was actually filling the tray with ice, so it's no wonder 5 days later and still no ice! Called sears again to have him come back out. The same tech then proceeds to tell us that it must be something else but that the part he replaced was in fact broken so we have to pay an additional 300 or so for this other "broken part" that he's sure this time is the problem! I told the guy to just take his part back out put the old one back in and get us our money back because I can buy a new used fridge for 800 bucks! He said that he can't do that and that we would have to remove the part ourselves and fill out a form with sears to get our refund! I was so upset I had to leave the house and let my husband deal with the mess. After a lengthy conversation with my husband The tech agreed to take the part back and promised a refund! This was over 6 months ago and still no refund! Sears home services won't accept my calls now when I call, and they literally stole from me! I'm ready to sue this garbage company! And would love to bring a class action against them. Something needs to be done.”
“9am called for appt for 4pm, they changed to 7pm, 8pm then they CANCELED our appt and don’t know who did it!! Now we still have water running out of refrig on floor!!”
“Warning: should have looked at the reviews first. Another repairman said that I needed another door to fix my icebox because it was electrical. I called to see if I could order a door from the parts people at Sears. They didn’t have one, so two different people talked me into buying an inlet valve indicting that they were certain that I just needed this part replaced. When I called to make an appointment, the intake person said they would wave the diagnostic fee as long as I go ahead with the repair. Before the appointment the Sears technician indicated over the phone that all of it was not true and it is highly likely that it is electrical and I would need a new door which the electrical is attached to. He would also have to charge me $300 which included the diagnostic fee. He also said he will cancel the appointment. He recommended I get my money back for the intake valve. When I called to obtain a refund all I got was the run around after I explained why I wanted a refund. I was 3 hours on the phone trying to speak to the right person who could get me a refund. I had to explain my situation over and over again and it seemed like all they were interested in what insurance or home plan they can sell or fix. I finally got to someone who could help me. This was the 5th person who asked me why so I said I am done explaining because all I want is a refund. They kep transferring me to the wrong number. It also took awhile for them to hear that the technician already cancelled the appointment because she wanted to charge me anyways for doing nothing. Worst service I had ever received! I never want to go through that ever again. Sales/profit-oriented business! Nightmare! I will not be surprised if you eventually go out of business!”
