“The week of March 10, 2024, I contacted Sears about my dishwasher that wasn’t working. It was and is under warranty. They said a tech would be out on 3/22/24 to fix it.
On 3/22/24, a tech arrived who had no knowledge of fixing dishwashers. He spent 3 hours on the phone in my kitchen with his phone at full volume trying to find out from someone how to fix it. He as told on the phone that I did have a warranty on the dishwasher, then I didn’t (even though I showed him my paperwork), then I did have a warranty, then I didn’t….)He finally decided to order parts and rescheduled the repair to be done on April 5, 2024.
I subsequently got 2 e-mails saying the parts were unavailable.
At the same time I requested maintenance service be done on my other 4 Sears appliances. At that time I decided to renew the policies on those so that they were all until August of 2026.
I had told the tech on 3/22/24 that the handle on the door to the freezer on the refrigerator in the kitchen wasn’t tight and was wobbling and I wanted it replaced or fixed. He couldn’t fix it. He said he would have to come back again for that….
He came back again on April 5, 2024. He said the dishwasher would be replaced since the parts were unavailable but I would have to call and get it replaced. It was “above his pay grade” to help with that, even to give me a phone number to call. He again had done nothing about the door handle on the inside frig. He told me I had to call and order the part myself.
After that I called Sears at multiple numbers. It took me 2½ hours to even get to a person. The number on the bottom of the warranty form gave me a number of 1-800-4-my-home. If you punch in 4 for appliances it tries to sell you medicare. The person that I finally got ordered the part (or so she said...) It never was done. She also advised me that within 3-5 days I would be getting an e-mail about replacement of my dishwasher and to follow those directions. No e-mail ever came.
At the same time I noticed that they had a wrong model number for my outside refrigerator. I called warranty service who promptly changed both refrigerators to the same number. I corrected him and he changed one number back but I still had one incorrect model number. He informed me that he couldn’t do it that day and I would have to call back on Monday to do that. He had just done one. If he did one, he certainly could have done another.
When I called back on Monday to get that warranty number changed, he connected me to “Parts”. Of course, the door handle had never been ordered so it was ordered again. Because of my frustration with the technician who stated that any information he could give me to be helpful was above his pay grade, I asked for a different tech. I was told I would get a different one.
On 4/8/24 I called and talked to Molly. Again nothing got done.
I again called on 4/16/24 and talked to Russell (I find it interesting that they can never give you their employee number so there is no accountability.) He assured me again that a different technician would be coming on April 18, 2024. He also ordered the part AGAIN for the door handle, of which he could find no prior record that anything had been ordered in the past. He assured me that within 10 days I would have a response about the dishwasher to be replaced. I asked him how that worked. He told me I would only get a voucher for part of it (even though the entire dishwasher was under warranty) and it would be in the form of a voucher. I would have to go on sears.com and pick out a dishwasher. I asked him how I was supposed to know what they looked like if I could only see it online. He told me that I needed to take the model number off the web site, go to an appliance store, look for that number, and then go back online and purchase it from sears.com.
It has been 10 days. NOTHING has come.
In addition, today, on 3/28/24, the technician showed up again to “order the part” for the door handle. So it is taking 4 trips to replace a door handle on my refrigerator, if it will even be done then. This is RIDICULOUS!!! I have to be available all day long for them to come. So I will have wasted 4 whole days waiting for them to show up and do absolutely nothing.
I have spent over 5 hours on phone calls over 2 different days to umpteen people telling me one thing that wasn’t true or wasn’t going to happen or not knowing anything. A total run-around.
At this point I'm contacting the Better Business Bureau.”
“I have been a Sears customer for over 30+ years, and have had no complaints till now. Right now, I'm receiving the worst customer service ever, different answers every time I call, since I don’t receive a call back as I’m told and end up having to them call back. First good luck getting someone you understand, second good luck getting someone who is knowledgeable and helpful. I’m so disappointed with the attitude I’m getting from Sears, which I thought was a reputable company.”
“Buyer beware! Do not buy from Sears.com. I have always bought my appliances from Sears. Cannot get a hold of anyone to help let alone understand English. All the ways to contact come back as go to Sears.com or the call ends or the email comes back undeliverable. Order was cancelled with no explanation. Paid in full but won't get money back for 2 weeks.”
“OMG these crooks, I had a service guy out March 23 2024 to check my Fridge which cost $120. The fridge needs a LG compressor replaced per service. We decided to repair the cost was $609.87. I paid the technician on the spot they were shipping parts. The follow up appt was scheduled for April 1st 2024 between 8-5pm well I had a text at 6.30am saying repair appt was confirmed and guess who never showed. Waited til 6.30pm called 3 times during day to get an estimated time for tech arrival - nothing. They said the computer systems had been down since Friday, haha - their text message for appt confirmation was a dead end '500 / please try again in awhile', all week now same message. Well over 5 hours on phone only now Thursday to be told they couldn't reschedule because tech left the repair open. While on the call I logged in Sears.com home repairs it says completed. Customer service rep from India says he put in a request to contact that should happen within 72hrs well don't include the weekend. Anybody need a $1435 boat anchor. Never again!!! Sears sucks”
“I have been without a dryer since Feb 6. I had a service call on February 14 to see the problem. Due to parts being order and 2 appointments the technician did not show up. It’s now April 1st and my dryer still not working after they came today and left parts off and did not test the dryer after the repair.
My home warranty is using them as a contractor and this is the worst service or had since I been in my home and it’s been 17 years. Please do not use them.”
“I orders a part that came from Sears.com Marketplace. Thought sears was reliable but finding out they are not! Part came and was missing mounting gaskets. Called sears part direct was first told the order was not from them then the lady saw it was ordered from market place gave a number to call that went right back to sears.com asked for some security was nothing but a run around unable to call or even contact them on line. I'm done with sears! They don't care anymore about the customer i'm out the money for a useless part.”
“I’ve always had Kenmore appliances and if I need a service I had no issues. However this time I had a washer that needed repair. So I called for a service appointment. They had an appointment right away but I had an appointment I couldn’t change so then they had nothing for 3 weeks . That’s crazy right off but I took it. So off course I need parts so they order them & schedule my appointment out another two weeks which makes it five weeks but I mean you have to order parts so that’s ok. Also the parts came in early so they moved my appointment up by three days. So I’m happy but then I get a text a day before my service saying they need to cancel my appointment and reschedule and it will be two more weeks which makes me without a washer for about two months. I’m upset especially since they moved my appointment up and now they are rescheduling at the earliest two weeks longer! Why ~ so I try to call and get a live person but I just get those customer service people and they can’t help me. They send me back to an automated system where I am prompted to reschedule! No live person available. How frustrating so finally I get on a chat where i literally just lost it because I was told no one would be in my area for two to three weeks! I said that's your problem I had an initial appointment and you moved it up so why did you do that if you had no one in the area? I told them I needed my washer fixed and this wasn’t acceptable but they said that was the best they could do! So I get off that chat and decide to get into a new chat complaining about this issue. Oddly the representative tells me they can keep my original appointment and rescheduled it. After I was told 10 minutes earlier there was no way they could change my appointment time. At this point I’m holding my breath wondering if they will even make it to my appointment ~ they are all over the map and don’t know what they are doing & you can’t talk to a live representative if you have an issue which is totally unacceptable. So I’m never buying Kenmore appliances again because if you don’t have service availability in a reasonable time frame and they switch it all around for any reason then it’s basically unacceptable to even own their product. No one wants to do without major appliances for over two months. It’s totally horrible service. I haven’t been this angry 😡 in a long time. Sad”
“46 year Sears Appliance Customers-all appliances - we reported under Warranty washer not working early Dec 23. No show Tech 12/22/23. No Call. We waited All Day. No Show.
1/2/24 Tech Josh arrived, one month later, Professionally Assessing & ordering 5 Major parts for a 7 hour washer rebuild
by Ron who was wonderful & worked so hard- after waiting 6 weeks. Feb. 9. No washer use after- F5 alarm constant.
pC problem.
2 months. parts back ordered 2 times, canceled once. NOW - after both Josh & Ron Repairs - Machine not fixed properly & has delay to begin working (not normal) as of 2/19/24. a spark - ARC - when plugging washer in. not normal. Josh & his trainee agreed with my husband present.
no one will call me back. machine needs PC Panel. store Manager won’t even call me back.
ABC Michael Finney, Channel 7
here we come for Emergent help. moving to 3 months now”
“They are nothing but a rip off. The tech spent a total of two minutes scanned the model sent to his office and one minute later, he come back with it will cost $ 463.00 to fix and need to order part. I said that is almost as much as a new washing machine. He said i know, so i delcined the repair and had to pay $ 119 for the 10 min rip off.
DO NOT EVER USE THEM TO REPAIR RIP OFF ONLY !!!!!”
“The online sales is a scam. You think you are purchasing from. SEARS but you are not! It's a 3rd party marketer and it is impossible to get any response from Sears or the marketer for returning their cheap crappy low quality products. DO NOT BIY ANYTHING FROM SEARS, ITS ALL A SCAM.”
“I made the mistake of ordering a part for my GE range from Sears. I specifically gave the salesperson the code number of the part. But he insisted you do not worry; I will find a part which he said has five lighters. However, when asked to send me a picture, he did not want to send me a picture. Anyway, I felt he works for Sears, so he would not lie. That was a big mistake. Sears is no longer a good company as I had known it 20 years ago. It is a scam.
However, I got a part that was not even close to what I had asked for. So I returned it right away, which they received four days later. I waited for my refund, which never came. So I called ten days later. After going through all the buttons the computer asked for, I finally reached a person (by the way, there is no option for a refund) who transferred me to the person in charge of the refund. She admitted it had been 11 days since the refund had not been issued and promised to email me within an hour to confirm that it had been issued. It is now two days later, with no refund or email. I tried to contact Sears again, but the computer only tells me to go online but there is no option for a refund. It is the worst company I have dealt with, and I will never contact or do business with Sears again.
I always check reviews of a company before I do business with it. But I trusted the old Sears, so I did not bother. However, when it did this to me, I checked its reviews and discovered that Sears gets the lowest review, 1 out of five.”
“Do not ever order from Sears. I will never work with Sears again. I have never been more disgusted with a company. I ordered a dishwasher on Dec 19. After several calls and complaints, it finally got delivered Jan 18. But not installed. I have been on the phone now with “customer service”—TERRIBLE—for over half an hour. I spoke with Julian, who put me on hold to “speak with his team”, and I ended up being transferred to “parts”, then transferred again, put on hold and hung up on. This company is a joke now. So sad, Sears used to be great. I’m now working on getting reimbursed for installation—since the dishwasher is now just sitting in my dining room. Wish me luck, AND NEVER USE SEARS.”
“Sear is the one of the worst company to have issues with. I got their $400 3 year protection agreement on my oven that goes out every year right around Sept or Oct. I paid over 5k for it and it made it 1 year before it started having problems. I took the 5 year plan out when I got it and now I have this plan going on year 6. Well it not working again right around Oct tech came out didn't do much and said we have to order a part here it is January and still haven't gotten the part. I called in on the 14 of Dec and they said they would replace it and I would get email in 7 or 10 business days. I never got anything I called back today Jan 9 and now there part on its way and they won't replace it. Now just so everyone knows this is the 4 Thanksgiving and Christmas my family has gone without oven and microwave because it's a combo unit. They see that they said they would replace but since the parts been ship now they won't and I have to wait to get the part before I can set up the appt for the tech to come out. So it be probably another 2 or 3 weeks for that happens and the best thing is if this don't fix it we get to start this all over again. SEARS doesn't care about there customers period can't even talk to management”
“We have been waiting 10 weeks to have our microwave repaired. We have had 4,service calls and 2 additional scheduled, where. NoI one showed up. We have a Master Protection plan, for our home appliances. It is for repair or replace! Every part in our microwave has been replaced and it still does not work! They have refused to replace the microwave. This just screams scammers ! Please do not buy a protection plan through Sears!I have never had such poor service in my 72 years!! They won’t allow you to speak to the repair company!! Huge red flag!! Please spare yourself all the aggravation and their many bogus excuses!! Go to another company!!
Barb”
“Your reply to an automated email from Sears Home Services was sent to an unmonitored email address. If you need assistance, please visit us at Searshomeservices.com. I have tried to cancel my warranty and there are no reps. I had a service repair scheduled that I did not receive a confirmation or cancellation. That was 2 months ago and the because the repair order is still open. My contract cannot be cancelled.”
“I did order an oven door. Sear made a mistake and made 2 orders .Chat with them the same day they said the problem will be solved today and cancelled one of the order . They took my money of course . 22 days after and 5 chat with them no money back and now i am with 2 doors so i have to return one .
All the personnon the chat was a lyer because they said that i can trust them to solve the pb but nothing was done”
“Absolutely unacceptable practices.... fridge quit working 1 yr after purchase... no one will stand behind it... tell me sorry for the inconvenience but might take over a month for parts to come in... but sorry for the inconvenience of no fridge....
Tell you to call Kenmore for warranty, Kenmore tells you they are just a name and don't stand behind their products”
“Absolutely horrible experience. Had someone out to fix the washer- a $620 part was ordered. SEARS cancelled the order and never notified us. It’s been 2 months and I am still waiting on a refund. There have been no accommodations made to make up for the money or time lost. If you need to call customer service, I wish you luck trying to figure out the secret combination to talk to an actual person!”
