shasheefin says: (1 week ago)

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Man I wish I had found this site before I purchased from sears!
5 month old fridge with 7 service visits and still n.o resolution.... customer service. Haha. No one will give me a number to speak with anyone above the stupid customer cares people. And after receiving a call at 630 this morning thbat had nohing to do with my fridge.... I am less than thrilled

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Tioga says: (2 weeks ago)

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I am so fed up with Sears. I took my lawn mower in for repairs and after keeping it for a week, I get it back and it's still needs to be repaired. I think that since they keep the mower for a week and failed to make sure that it was working as it should, they are the one who should send someone out to make the repairs. I'm a senior citizen and I have a hard time lifting that mower up into my truck.
I've spoken to the complaint dept. and they said that there was nothing they could do unless I bring it back to them.
After reading all of the complaints here, I guess that I shouldn't expect Sears to offer a solution, it seems to me poor service is the norm for them.

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tiggerspr96 says: (2 months ago)

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I am a very dissatisfied customer with Sears Home Appliance customer service. I recently purchased a Kenmore refridgerator from the Sears Outlet Store here in Timonium, Maryland (03/26/2012) for approximately $1300. This refridgerator was to replace was my current Kenmore I bought almost ten years earlier in 2003 because it is freezing everything in the refrigeration part of this side by side unit. After some additional thought, I decided that I would call Sears Home Services to see how much it cost to get my current refridgerator repaired. Well I discovered my older unit qualified for the $274.99 1 year extended warranty which included getting my current unit fixed. Great!!! So I thought. I canceled the purchase of the new fridge and set up my service call. Well, I was very astonished that I had to wait for my service call tech to come between 8am and 5 pm (wow even Comcast has narrowed their service windows down to two hours). Well my tech was scheduled to arrive at on 03/29/2013 and never showed up (but left a stickey note saying he knocked on my door and called). That was the first lie. But, I needed my old unit fixed. So I called the 1-888 number for Sears Home Services again and rescheduled for 3/30/2013 for another 8am to 5pm window. I waited till 12pm and again called the 1-888 number for an ETA for the tech. The service tech at the 1-888 number said that I was scheduled for the 1pm-5pm timframe on the technician's route. At approcimately 5:00 pm rolled the 1-888 number calls and tells me the tech is going to be late and should be at my home after 5:00 pm. I finally get a call from the tech at 5:41 pm on my cell and I cannot hear the tech. I call right back at 5:45 pm because I could not get the call to go through after 4 attempts. I get the techs voicemail and leave a message. I called back again still no answer. I then call back to the 1-888 number for help on contacting the tech and service tech at the 1-888 number says the tech is still enroute. Well at 6:15 pm there is still no tech at my home and I call back to the 1-888 number and get the run around and they service tech finally tells me the tech said he called me and could not reach me and went home. That was an utter lie!!!! I asked to then speak to a manager for escalation and some sort of immediate resolution (Jose was the name of the manager). The manager gives me the run around and then says I can speak to Sears Client Solutions department. He claims to transfer me and hangs up.
So I call back and speak to another service tech by the name of Dave. Dave transfers me finally to Sears Client Solutions and I speak with Angela who is very rude and not helpful. I asked how can I get an immediate resolution or at least some reciprocity for my time lost and the hassle I have experienced thus far after having spent $274.99 for services I am not getting. Angela says it was my responsibility to answer the phone when the field technician calls and the field technician doesn't take calls back from customers. I was shocked and asked well what am I supposed to do and how does that help me as a customer or warrrant me to continue business with Sears. Angela hung up on me. Finally, after being completely disgusted, I call the 1-888 number again to finally reschedule another appointment. I finally get through to a service tech that is obviously from an outsourced area as I can barely make out the person's attempt to speak english. I am then told the earliest appointment I can get is 4/08/2013 which over a week away. So left with no choice, I will have to take another day off from work over a week away while in the process losing over $100 of food that has been ruined by being frozen and given absolutely terrible customer service from Sears Home Services and questionable creditability from the field technicians. I will be contacting my local consumer affairs organization and the BBB about this incident since I have my phone logs on my smartphone to verify the timeframe mentioned above. I used to have high value and faith in Sears. However, after today, I will discontinue my business relationship with Sears and turn away my associates and friends as well from doing business with Sears.

If any of Sears management care to actually contact me with a true resolution after looking up my case information if it has even truly been documented by the numerous service technicians that gave me the runaround today, my contact information is below.

Sears Smart Protection Agreement #067170546900019

Phillip Anthony Jones
(410)-982-8083
23 Clematis Court
Owings Mills, Maryland 21117

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Mooney66 says: (2 months ago)

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I purchased an "Elite" washer and dryer October 2011. Today is March 16 2013, 6 months go my washing machine began to make load rocking noises during the spin/ rinse cycle. 1 month ago Sears /LG sent me a safety recall letter for our model. As directed we called out a repairs man from Sears. He programmed the mother board and said that was I he could do according to the recall order. Immediately the machine had twice the issue. Second repair man was called out. Rusty laughed in my face while looking at my machine as he said that LG made an error by sending the letter out. Rusty had no solution as he could not offer a solution other than to tell me to buy an extended warranty a fight the fight with Sears. I called that day and explained my frustration. So the 3rd guy came out sat Saturday and reran the recall calibration. Blamed LG again AND yes told me that there was nothing that I could do other than to keep calling them out or buy the golden extended warranty. Out of frustration I bought into. 3 year warranty for both the washer and dryer. Today the machine will not operate on its own. The load requires a manual quick start as the machine stops running and flashes the unbalance error code. The manual fix is to move the machine to the rinse cycle. Often that takes several attempts. So much for saving energy water and the clothing

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ttardif says: (4 months ago)

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I would like to inform everyone that my kennmore dryer from sears ruined a bunch of my cloths, and they have nothing to say or do about it, besides have me pay for a part that was part of their manufacture problem.

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traila says: (4 months ago)

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waaaooo is a lot of complaints. my name is tralalaila from SEARS.

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FMS32 says: (4 months ago)

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I would like to say that I am pleased with the experience but that would not be truthful.I purchased a Treadmill from the Myrtle Beach Store, assembled it and found the belt did not turn. Since then(about a week and a half) I have dealt with all sorts of situations and excuses but no repairman has called to scedule an appointment and instead I keep getting a run around that the repairman has not checked in and they cannot scedule an appointment.Give me my $400 back and I will take my business elsewhere.

Frank M Sabatino
sabatinofm@msn.com

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momwriterlk says: (6 months ago)

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I have so badly wanted to support Sears through purchases and use of their home repair services. I've finally given up!! I had a technician out to repair amy Kenmore washer (third time this year). This time it was a small leak. After he left, it became a big leak that almost damaged the wood floors in a ajoining room. I attempted to use both the phone and chat contact channels to get someone back out and was repeatedly told "the dispatcher will call you." Well "dispatcher" must be another name for Santa Claus because this person apparently does not exist based on the fact that no one contacted me. I ended up setting up a new appointment. No one ever showed up. No call. No email. Nothing. I spent the better part of the remainder of my day trying to chase down what the next steps would be. Repeated calls to the call center were met with "the dispatcher will call you." After I got heated, I was told I would be transferred to the Escalations Department which ended up in me being disconnected after waiting for 20 minutes on the phone. Two days off work and a week later and my washer is still not working. I also tried using the Chat function, while I was waiting on the phone, and that got me nowhere. The agents I spoke with or chatted with were all polite but Sears clearly has them following a very broken process for handling situations like mine. Thank you to the person who posted the Escalations Dept. phone number. I will go try that now and am hoping I can get some type of resolution. Oh and I understand I am in the Chesapeake Service District. Maybe this issue is specific to the company who holds the local contract??

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Coachwife9810 says: (7 months ago)

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We bought a Kenmore stove, refrigerator and dishwasher and garbage disposal from you in 2009. We paid over $800.00 just for the stove and the electrionic controller has failed 3 times already having to be replaced at $300.00 each time. We believe we have purchased a lemon. The last repairman said that the stove is a 2007 model so the stove must have been on the floor for 2 years or it was a return from someone. Is there a policy in place at Sears that you might replace an appliance that obviously is a lemon? Thank you in advance for your consideration to this matter.

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Keisha30 says: (7 months ago)

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I am so pissed I had an issue with my cook top which is a kenmore, the guy came out to repair it after a call two weeks prior and today is the first time I attempted to use it I turned one the very same range that was supposedly repaired and smoke and fire came from underneath the stove and now none of my ranges are working. I called the service line again and they say it will be another 5 days for someone to come out and look at it. I am so angry because whatever the tech did to repair it probably ruined my stove that was less than 5 months old and over 1400 dollars. Never ever buy sears appliances and or buy the customer service agreement. I am so angry. They don't care as long as they have your money. I would be wrong if I stood out side there store and turned every potential customer around right?

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SearsCares says: (8 months ago)

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cgrazer,
I saw your post today and wanted to reach out to you on your repair issue. I am Liz and I am a member of the Sears Social Media Support Team. I am sorry to hear that we have let you down. I understand how frustrating it is to have missed appointments where our technicians never completed the repair. Furthermore, I can see how disappointing it can be to get the run around and receive poor customer service. I would like to have one of our dedicated case managers speak with you on your repair issue. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the air conditioner was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (cgraser) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Support Team

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princess126 says: (8 months ago)

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Sears is the absolute worst company on this planet. I purchased a hot water tank there 3 years ago, it started leaking, I had to pay a $200 service call fee, the earliest appointment they could give me was a week away, for 1 week I bolied hot water for 2 hours a day for baths, dishes, etc. I had to take the morning off of work, was told the service guy would be at my place between 8-noon and that he would call me before he came. Well he never called and didnt show up until 1:30, never apologized or explained why he was late. He told me that I needed a new tank (duh) and that he'd order one for me and they could install it the next day, he said all I would have to pay is a $35 fee that my city charges to put in new tanks. After he left, someone from Sears called me and said I owed not $35 but $235 in fees for the city and a drip pan and some kind of expansion tank. She then told me someone would call me that night to set up installation for the next morning, well no one ever did. I then spent 2 hours on the phone the next day while I was at work, fighting and screaming with these morons. I was transferred 17 times and was still getting nowhere. I ended up having a major melt down while on the phone with them and finally I was transferred to someone that seemed decent. She said there was definitely a tank there waiting for me but they had to find a contractor to install it. Had to call back again in the afternoon to find out they had a contractor and that he would call me that night. once again NO phone call!!!!!!! I then had to call again the next day, finally getting a number to where it was contracted too, I called and they told me they had no clue why they had set it up with them because they didnt come out to my area, I was so frustrated I just hung up I couldnt deal with it anymore. An hour later someone calls me from that same place saying that they indeed do come out to my area but the guy that was supposed to call me that night and come out the next morning was Missing in action!!!! Are you kidding me????? They said he had worked there for 3 years and never had problems with him but he never showed up to work that day. I then called the next day and was told that as of right now that they had no one to install my tank and that they would cut me a check for $219 to have someone else install it and that i would have to go out and pick it up. This is the worst experience I have ever had in my life with a company. Dont ever purchase anything from them. The tank i had before was defective too and i bought that one from Lowes but Lowes was kind enough to give me a full refund on that tank, I wish I just would have bought another one off of them. from now on i am sticking to Lowes, you can purchase a tank and set up installation that very day! Screw Sears!!!!!!!!!!!!!

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mpop says: (9 months ago)

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OK here's my story about the so called Sears. I have a Kenmore Oasis washer machine. It stopped working one day, I thought I broke it. In searching through Google I found that this machine had a recall. Sears did not even call me about this I had to find it because of some other customers complaint. Now I called on the recall and they send someone to fix it, guess what that part worked for maybe 2 days and it also did not work. I called Sears recall again and this time they told me I needed to pay 600.00 for the repair. I tried to tell them that it was not fixed the first time. So why should I pay for something that was not properly fixed. I had an appointment on 8/20/12. I spoke to repair person and he said he was on his way that was at 8:36am. Do you know this guy claimed we were not home but we waited until 1pm because he said he was on his way. I don't understand SEARS THEY SAID THEY COULD ONLY COMMUNICATE their repair people by sending messages. Who is the CUSTOMER HERE. WHAT HAPPEN TO CUSTOMER SERVICE. Now I had to make another appointment because they could not send him back. Here is Sept.1st. the date of my appointment and my schedule is from 8-12pm it is now 10:05 and not heard from him. LETS SEE WHAT EXCUSE SEARS HAS NOW. I REALLY AM DISAPPOINTED WITH SEARS THEY DON'T KNOW WHAT IS CUSTOMER SERVICE. I Will also contact Sears Customer Relations at 847-286-2500 Mr. Jamie Brooks.

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Devon03 says: (9 months ago)

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I brought a convection stove from sears eight years ago. The control panel kept giving me an error message. I was told to replace the control panel. My husband had ordered the part through Sears which cost us along with overlay display 400.00, this was less than a year ago. Now I am getting the same error message. Come to find out Sears don't even make this part they ordered it from Amazon from a third party and it was a refurbished item not even brand new. They only gave me a 90 day warranty on the part. So when I called customer service there only solutuion was to order the part again which means spend another 400.00 and expect in less than a year for my stove to not work again. Lesson being do not under any circumstance order any parts from Sears. They are a fraud and should be ashames of themselves.

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sk4321 says: (10 months ago)

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worst services... three tech came to see the issue and all of them have different versions about the issues.. 15 days are over and problem is still there.. Now just to escape they are trying to cancel my contract and charging the money for the trip made to diagnose the issue.

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dbreeland says: (10 months ago)

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DON'T EVERY BUY A SERVICE CONTRACT FROM SEARS.

FIRST: WHEN PURCHASING THE $500.00 CONTRACT, I WAS TOLD THAT IF THE PARTS COST OVER $500.00 I WOULD HAVE TO PAY THE DIFFERENCE. BUT WHEN THE REPAIR GUY CAME, HE TOLD ME THAT WASN'T SO. HE TOLD ME THAT IF THE LABOR AND PARTS BOTH COST OVER $500.00, I WOULD HAVE TO PAY THE DIFFERENCE. I JUST THOUGHT THAT WAS DECEIVING.

THE CONTRACT COVERS ONLY UP TO $500.00. LABOR CHARGES ARE AROUND $270.00. YOU DO THE MATH.

HERE COMES THE JUICY PART:

THEN IT TOOK SEARS ALMOST TWO WEEKS TO EVEN COME AND FIX MY REFRIGERAOR, TO FIND OUT THAT THE PART WAS DEFECTED. THEN THEY HAD TO ORDER ANOTHER PART AND PROMISED ME EMERGENCY SERVICE WHEN THE PART ARRIVES. THEY DIDN'T KEEP THEIR PROMISE OF GIVING ME EMERGENCY SERVICE. INSTEAD, THEY JUST PUT ME IN BACK OF THE LINE AND TOLD ME THAT I HAD TO WAIT ANOTHER WEEK, WHEN THAT DAY CAME, THEY TOLD ME THAT I WASN'T SCHEDULED FOR THAT DAY THAT I WAS SCHEDULED FOR A LATER DAY.

CONSUMERS, CALCULATE MY FRUSTRATION (MY REFRIGERATOR IS STILL BROKEN TODAY).

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Cjeyzz75 says: (11 months ago)

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Sears in Fort Wayne IN Tire Center SUCKS I spent over 400 for 2 new tires. I asked the sales associate did I have the road hazard warranty, he assured me I did so I paid and left. Not 30 days later I had a blow out in MI. I go to the Sears in MI only to discover that there was no warranty on my tires. I called the store in Indiana and the store manager was so rude he told me that everyone says that when they have a blow out and hung up the phone, I called back for a hour and a half to only have the staff at that store pick up and hang up the phone time and time again. I asked for the District Managers number and first the excuse was its only a 800 number to call next excuse was only the store manager has it not the sales associates and needless to say with the managers inability to handle a coustmer concerns and simple request he refused and said he would call the police on me for harassing them. So I continued to call and I'm not sure if they police actually came but the manager said he has my personal information and will be giving it to the police... Say what??? If it was their 400 dollars it would be different.. And after run around and round with these nuts I has to spend even more money to accommodate SEARS mistake I'm not a corporation nor do I have the money of a corporation I just want what every paying customer wants and that is to be treated with respect and fair no exceptions. Needless to say my future purchase will NEVER come from Sears and I will be sure to repost this matter in a forum where influential buyers and lifelong customers of Sears this is not over!!!

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shsh says: (12 months ago)

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Sears sucks,
I called the 1-800 number to set an appointment for water softener repair. The "customer service" rep told me that my phone number is not in their system, and neither is my address...so what? I went to the store, gave them money, brought home the product and had it installed. So what if they don't have my phone number or address in their "system"....they won't make an APPOINTMENT to repair this item, BECAUSE they "can't look up your softener"...WTF???

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BigAL says: (12 months ago)

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Went to get a warranty repair and got an attitude from the store manager and employee and to top it all off when the district manager calls the night you complain to corporate and says he will call you back in 24-48 hours and never calls still 2 weeks later. Ok so I call corporate again and they says a reginonalmanager from corporate would call in the famous 24-48 hours and guess what a week later and still no call. DON"T BUY FROM SEARS AND DON"T GET THE WARRANTY REPAIRS PLANS BECAUSE THEY JUST TAKE YOUR MONEY AND NEVER FIX THE PRODUCT OR EVEN PICK UP A PHONE AND CALL!!!!!

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cwie says: (12 months ago)

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I bought a kenmore elite side by side stainless steel refrigerator on 4-21-2012 during the summer i noticed on the freezer door a condensation spot about size of a silver dollar appear on humid days a called sears repair service and told them about the problem they said they would call me back they never did! i forgot about it since i call it did not get humid in my area of the country till yesterday May 23,2012 I called the repair dept and they said i am out of luck cause the warranty is up I would have to pay for it Sear's doesn't stand by their product I will never step into a Sears or Kmart again

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baileydog says: (1 year ago)

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I got taken as well. I wanted to purchase a replacement part and they had an offer that if you bought a replacement filter for your refrigerator as well they would give you free shipping as well as 10% off. The representative online said no it was only one or the other. I copied and pasted the ad on the chat line so he could see that I wasn't making it up and he still insisted that he could only do one or the other. I then said that I wanted to cancel my order and he said that he couldn't it already processed. I insisted he do a return and he refused. TERRRIBLE CUSDTOMER SERVICE I WILL NEVER BUY FROM SEARS AGAIN.

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lisainky says: (1 year ago)

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Over 20 years ago I bought my husband a 2 gallon Tri-Poxy Lined Steel Tank Sprayer, Model No. 1585. I bought this particular sprayer, (which was more costly than some others I had looked at) because of the lifetime warranty. We were a young couple just starting and I was looking for quality tools for my husband. I kept all of the paperwork all of these years, including the "Full Lifetime Warranty" notice which says; "For as long as the original purchaser owns this sprayer, if it fails to defect in material or workmanship, Sears will replace it, free of charge." It was a great sprayer and lasted until about 8 years ago when one of the seals went bad. We returned to Sears for a replacement seal only to find that they no longer produced this type of sprayer, nor carried parts for it. In lieu of this they offered to replace it with the only type of sprayer they carried, which was a plastic Chapin sprayer Model 30203S. Not anywhere close to the quality of what we had, but the manager said she would honor the lifetime warranty and indicated as much on the receipt and then signed it. This year the tubing on that sprayer cracked. We returned to Sears for a new tube, and guess what? Sears does not carry the replacement part for that sprayer. We brought the receipt with the "lifetime warranty" honor and the same manager agreed to replace this sprayer with another plastic sprayer, but informed us that company policy says she can no longer honor a lifetime warranty. So, it really wasn't a lifetime warranty 20 years ago, but a "whenever Sears feels like it" warranty. So Sears thanks for not standing behind your products for a lifetime like you promised. I appreciate the efforts you have made so far, but I was always taught that standing behind your word is what creates loyalty. I have been a loyal shopper at Sears for my husbands tools, mainly because I believed Sears would stand behind their lifetime warranty. Now that you don't, I just want you to know that Lowes carries a similar plastic sprayer, for about $5 cheaper. So when this one goes bad, I am headed to Lowes. I am so disappointed in Sears.!!!

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godhealing says: (1 year ago)

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Sears salesman tricked me to make fast sale - My gas water heater age about 10 years on rusted I visited Lake Success store and purchased similar one - Gas water heater - 40 gallons - 9 year warranty - The store price was $419.00 but the salesman sold for $378 stating he processed sale as of last month sale price, I believed and purchased. Installuation $307 also paid to the Sears. After a week the licensed plumber the installer came with an Electric Water heater - Then I had to pay $95 extra for Gos Water Heater - I think the salesman tricked me for a fast sale. I do not think SEARS will ever do such trick but can be salesperson.

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gaile1955 says: (2 years ago)

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I am having the same problem with their service once again. The washer breaks , they come out, need to order parts, have to wait 10 days for it to be repaired. Then they phone twice to extend the repair to more days, now I'll be without a washer for 2 weeks when I have a family of six to wash clothes for. The parts and labor cost over 1200 dollars the washer is six yeas old, I could buy another washer for that. Im sick of Sears will not buy from them again no matter how good the sale is.

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kakhi says: (2 years ago)

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I will never shop at SEARS in Eden Prairie again. The manager is Scott. They charged me seven times for one refrigerator. 2 times for a stove and 2 times for a microwave. I've been treated like crap from Stacy Dempsey at their "Blue Ribbon Service" Department. I've been trying to resolve the problems since July. Spirit Delivery did house damage on two deliveries. They showed up with a dented refrigerator the first time. The second fridge had a defective ice maker. I will NEVER shop at SEARS again. Come get your applicances SEARS. WE're done.

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