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Sears Brands, LLC.


Country United States
State Illinois
City Hoffman Estates
Address 3333 Beverly Road
Phone 8472862500
Website http://www.sears.com/

Sears Brands, LLC. Reviews

  • Jul 8, 2023

I renew my protection agreement plan yearly since 2016 on my Kenmore washer and dryer. On April 24th it stopped working and I immediately reported it to sears protection agreement. I have had at least 8 visits to my home and 2 parts ordered each time. One time I called the technician after he left and told him it still wasn't working, he asked me what was/wasn't doing and ordered 2 more parts. I have dealt with being transferred from dept to dept each time I call and no one is able to assist me. When I ask to speak to a supervisor, I am told I can't, they aren't available or I would have to submit a ticket to have one contact me. I have yet to hear back from the escalation dept, I have submitted at least 4 of those. Finally, mentally stressed/exhausted, and financially struggling with the cost to wash clothes, I file a BBB claim. I get an email from Ellie Rogers who offers me a replacement washer. She places the order on June 19th to be delivered on July 8th. On July 3rd I get a call that says the shipment has been delayed. I email Ellie and get no response. I call customer service and they tell me that if that is the message I received someone will call me to reschedule. WHAT?! July 5th I get a call that the washer will be delivered on the 8th of July. Okay, no problem. Guess what? No washer. Sears call on an automated system at 6 pm and said it won't be here until July 22nd. My son has a college event to attend on July 22nd out of state! The guy said well call when you can have it delivered, you have to figure it out. JUST RUDE!! I requested the value of the washer to be sent in a check so I can just buy a washer and be done with Sears. Although I feel I should be compensated for other things, I just want to be done. I don't want to have to deal with their customer service anymore or their unknowledgeable contracted technicians. I don't want to have to deal with the warranty or even the possibility of the order not being fulfilled on the 22nd!! I asked to speak to a supervisor, but the guy who declined to give me his name says I am not transferring you, you will wait until the 22nd and we are sick of you and this. I hung up and have been telling my story to every site I can since then.

  • Oct 9, 2022

They do not honor there Protection Agreement on there Garden Tractors. They used to have there own Service Group. There was no trip charge for service and they would replace some items under the Agrement.

Now they hire Sub Contractors to do the service and the sub contractors won't honor the protection agreement! The contractor wanted $235.00 up front to do work on my tractor I did not use him! I paid $397.00 for the protection agreement and Disputed the charge with my credit card.

I got back a reply from my credit card where Sears says do not issue a charge back!! There response says that I have made multipide service orders which is NOT TRUE!! Have been a customer of Sears for a long time but no more!!

  • Jul 21, 2021

BIG HUGE SCAM CINCH HOME WARRANTY (SEARS) SCAM AKA SEARS CINCH HOME WARRANTY

my.searshomewarranty.com

Warning to all - this company is a huge - huge scam. Do not give them your money! They are not affiliated with Sears.

They do not offer you anything but steal your money they scam you. I have had to change my bank info and home address info so they cannot steal anymore of my money! The people that work there it sounds like a family at home business. When you call you can here a baby crying in back ground and dogs barking . The people all sound like the same person. The PO Box is P.O.BOX 8897 Coral Springs Florida 33075.

SCAM - 1) The Promise to replace any Appliance they cannot fix for the same value.

SCAM - 2) They bill you montly $49.99 a month for one year with option to cancel at any time.

SCAM - 3) When you request to cancel they want to charge you $119. 80 and then another $130.00 they tell you it is to cover the charges for the people coming out to check your appliance.

OH it gets even better and better "they do not stop trying to submitt payment" to your back or mail even when I cancelled with them back in Feb. 2021! So now we had to cancel our bank account to stop them from stealing from us! Then they start to bill you through the post office. I called 17 times to cancel and they still try to take your money for zero service. These people are crooks and scammers and when they call hang up! Save yourself the nightmare.

What you can do to get them put in jail -

1) File a police Report and update this report every time they try to take your money or email you a bill or even breath your way!

2) Contact Post office Fraud Dept report the PO BOX address: SEARS CINCH HOME WARRANTY PO Box is - P.O.BOX 8897 Coral Springs Florida 33075.

3) File FBI report as well keep this report upated to!

4) Turn to your local News Team who have a investigative reporter get this on your local and national news.

5) Change all your info address and bank account info email

6) Call them 1-800 -697-3277 every day tell them to cancel your account keep track of your calls let everyone who matter know you requested to stop and cancel your account.

7) Sue them if you have to!

The people are scam artist and you have every right to collect your money from them they stole from us all. Fight them and keep fighting until they are in jail!

The people they sent to my home distroyed my kitchen. I have over three thousand dollars worth of damage to my kitchen. If I can add pictures to this report I will and show you what they did while they where checking my appliances they they distroyed my cabinets and stove . They will not do anything to be honest they are greedy evil people bringing harm to trusting consumers! Fight Back People! I know I am!

  • Jun 1, 2021

It was determined that the compressor of my 3 1/2 yr old LG refrigerator needed to be replaced by technician 1 in early May. Compressor has a 10 year warranty, customer required to pay for labor. Took two weeks for 5 parts to arrive. Technician 2 came to repair, install. He only installed some of the parts, took the rest with him. Two days later unit seized up, had to wait several days and dispose of multiple food products for technician 1 to come back and install what should have been done at first install.

Next day fridge still worked but sensor to operate and control the entire system had an error message. When requesting now the 4th visit I specifically asked that technician two who had rushed through and not done the complete install not be assigned. Technician two is who they assigned. When he arrived I explained what had transpired since he did the incorrect original install the previous week. He proceeded to bang and slam drawers and shelves while he emptied the limited food that hadn't been ruined from their previous incompetence.

He determined technician one had not properly replaced the sensor when he reset the unit. He assured me this would be their last need to visit as everything had been corrected. After he left I found broken parts from shelves and drawers from his slamming and banging. Unit died 3 days later and I was out $596 plus many many hours of my time on hold, waiting for technicians, getting nowhere with 15 different customers service/support personnel. All promised to resolve, document and escalate. None of which ever happened. Each subsequent call nothing was documented including my complaints about technician two even though I was consistently assured it had been documented and forwarded to the appropriate level to resolve.

I was told to expect a call back, an email with a case number several times, none of which occurred. I have requested a full refund. Given this 5+ week nightmare of incompetence and obfuscation I don't expect I'll ever see it. These people should have a class action suit and be put out of business permanently!

  • May 16, 2021

A local apapliance repair shop was unable to secure the part needed for repair but checked Sears Direct for availability and was told it was in stock but I would have to order it. I called and placed the order.

They confirmed that the part was in stock, took my payment and verified my address for deilvery. They confirmed the order by email, giving an estimated delivery date.

A week later, they said the order was delayed, and asked if I wanted to reorder. They still kept the payment. Obviously, they lied about having the part in stock.

  • Oct 19, 2020

Sears Kenmore Refrigerator Ice Maker not Working. Covered under purchase Warranty. 3rd party A1 Repair inspected on7/13/20 and ordered part. Did not receive part. Called Sears sent back to A1 Repair said Backorder part not available. Called Sears Resolution 10/13/20 Bernadette gave me case # 6927126. She said she put in for a new Refrigerator replacement with 2 day follow up update. No update and no new Refrigerator. Over 90 days and same broken Ice Maker.

  • Oct 16, 2020

In 2007 Sears could not find parts to rapair my oven, the dragged me arround & never replaced it

Last month same story with my diswasher

  • Oct 6, 2020

On August 5th I called Sears.com to purchase a gas dryer. I requested installation services as well as the haul away of my old gas dryer. The representative told me that she would set up my cart for me and email it to me and all I had to do was click on the link by the end of the day to complete the purchase which I did. The original scheduled delivery date was August 25th. The day before I was informed the delivery date had to be postponed until the following month on September 25th and was informed that I would receive my delivery fee back due to the inconvenience. On September 25th, the delivery team arrived and said they are not authorized to install the appliance.

The delivery team left both the new dryer AND my old dryer at my home. I called Sears explained that I requested installation when I made the purchase and the representative apologized and said that he would send the installation team back to my home. I informed the representative that I had not received the delivery fee back as promised as yet and he said he would make sure I received it. A short while after that call ended, I received an email to call Sears. After over 3 HOURS of back and forth on the phone, I was told that I never paid for installation and that I paid for only delivery. The cart was set up for me on the day of purchase and I assumed that the initial representative put everything I needed in the cart as requested. The representative I was speaking to then attempted to set up an installation appointment. Then, I was finally told they DO NOT offer installation services in my area at all!

The representative told me that I should have been informed of that on the day of purchase. I explained that had I known that on the day of purchase, I would have NEVER purchased the item. A pickup was scheduled for September 30. On October 2nd, I checked my account and found that I had only received a partial refund of $639.05. I called and was informed that they don’t refund delivery fees and haul away fees and that is why they are keeping my $130.64. I explained that had I been told ON THE DAY OF PURCHASE BEFORE I PURCHASED that Sears did not offer installation in my area, I would have NEVER purchased the item. Additionally, they NEVER HAULED away my old appliance so they’re NOT entitled to keep the money.

Sears is refusing to return either fee even though several employees promised I would receive a full refund. I’ve called at least 15-20 times in regards to this issue and they insist on stealing my money. Had Sears performed the basic customer service standard and at least FULLY informed me that they did not offer installation services in my area, the item would have NEVER BEEN PURCHASED. Therefore, there would have never been a delivery or haul away fee to steal from a customer to begin with. I’m entitled to a full refund because of negligence on behalf of Sears not me.

  • Aug 20, 2020

On 11/8/19 I purchased a brand new Sears Kenmore top mounting refrigerator with a one year warranty on all parts and service. In August 2020, the bottom part of refrigerator stopped keeping food cold. Temperature gauge registers at only 50 degrees, while 40 degrees is required to keep food from spoiling. The bottom of my refrigerator was practically empty with only condiments in it.

I have had food spoilage in the amount of $50 so far. On 8/15/20 I called customer service to generate a repair ticket. They told me to put the freezer indicator on "coldest" and the bottom refrigerator compartment to "5." They said to wait 24 hours for it to adjust. I did both of those and the bottom refrigerator compartment only decreased to 47 degrees. So I waited another 24 hours. Nothing changed.

I called Sears again on 8/17/20. After waiting 25 minutes on hold, I finally got an agent. He said that "emergency service appointment would be more than two weeks from now." I explained to him that I could not go without food for two weeks as I currently had no food in bottom compartment. Freezer was working okay.

The agent transferred me to "emergency services" department and I was on hold for over one hour and 20 minutes. No one ever answered the transferred call. I used up most of my monthly cell phone minutes before deciding to bail on the call. It was obvious that they never pick up the phone for emergency calls.

So now I am stuck with spoiled food and no warranty. I am elderly and in pandemic isolation due to underlying medical conditions. I cannot go out to eat or afford to have food delivered to my home. I feel that Sears/Kenmore should pay to have the refrigerator repaired at their expense and food spoilage that has already occurred or any food spoilage between now and when they can come to repair it.

So, in essense, I have no warranty on my refrigerator. Putting people on hold to deter them from making appointments is a clever ploy they use to weasel their way out of necessary repairs. It's no wonder that Sears is on the brink of going out of business. I will never purchase anything from Sears again.

  • Apr 26, 2020

I had gone to Sears to purchase a stove and a micro wave. I paid cash for both. I returned to the store 2 days later shopping for a refrigerator. I had picked out a frig for around 1000.00 I approched the sales person and explained I was interested in the frig. I ask him what the lease sign was about. I noticed a placard with a pay scale for a lease purchase. If an item that sold for 1000.00 was paid off, within in a 6 month period i would only pay 120.00 in interest I was told I could pay 179.00 down on it and 179.00 a month.

I believed at the time this would help with my cash flow, since I have owned my own business for the last 35 years. I told him "sounds good, lets do it." I was directed to a cash register. I gave him my debit card. he charged 179.00 on my debit card. The register printed out a reciept, about 2 ft long and I signed it. I load the refrigerator went home. I recieved an email from a company called whynotleaseit which is now tempo leasing. I dont know how long it was before I opened up one of their emails.

I keep deleting it thinking it was junk mail The email stated that I was leasing the frig from whynotleaseit t not Sears. I had payment of 179.00 every month and the frig would cost me 4000.00. The payments were taken out my Bank acount for about 5 months. I went to pay them off after paying them around 900.00.The pay off was still around 900.00. I knew then I had been had. I told them just come get the frig. I will go spend another 1000.00 cash on a frig and move own. They never came and picked up the frig. Maybe 2 years later I noticed on my credit reoport I had a collection for 2019.00. They had waited untill their misleading lease ran out. They never once sent me a letter or email.

I disputed the collection with the credit bureau. Two of reporting agencys took it off my credit report. Transuion claims they met the requirements for collections. I still have a great score I also pulled the company up on the better business bureau web site WOW! The company started out as whynotleaseit and changed the name to Tempo leasing, to continue practicing their deception They have a terrible reputation. I not sure they are practicing the same misrepresentation scam with Sears. I assummed that Sears was a ligitimate company. I have my own business I been a member of the BBB. I am familiar their with process. If I pulled a stunt like they have I would be on the 6 oclock news and in jail.

I somtimes, sign 800 or more contracts a year with customers. I have never mislead a person into signing a contract or heard of any of my salemen misleading an individual into signing contract Now its been 4 or 5 years since I have heard from them untill today I recieved a letter from a lawyer Trying to sue me. I will be counter sueing for Misrepresntation and Fraud. {civil and criminal}. I will let you know how it works out. I advise people to stay away from these people. They take advantage of people that cant fight back.

  • Mar 24, 2020

Electronic related failures. Services refused to warranty, wont even send out. Calls go unanswered. Just sold and forgot cust services. Main store closed, last all paperwork. Have sent $100s on it with no results. Just want my money back. This thing cost $1500, and didn't even out last the warranty!

  • Jan 7, 2020

On November 19th, I ordered a gift for my grandson which turned out to be the wrong model. This was pointed out immediately by my grandson and the item was never opened. I contacted Sears to return the item, copy and pasted the address onto the shipping label and didn't think anything of it.

The item was sent back on December 2nd and to my surprise, I got an empty box back weeks later on December 17th. I assumed there was perhaps a mistake but I double checked the address and tracking shows it was delivered to the proper location but was returned to me.

I emailed Sears about the issue to the regular customer service email and also the email of Ann Infusino and Rob Baker, both higher-ups at Sears customer service. A week went by and I got no response. I was away for Christmas so my son called and spoke to a representative who said they looked into it and a refund was being processed and everything was fine.

The same day I get an email saying the item was never delivered back. I responded with tracking numbers and a photo of the return shipment. 5 more days go back, no refund and no response to my email. At the start of January now I contacted Sears chat support who gave me a refund reference number and said it was initiated on December 31st and everything was fine.

The next day I get the same copy and paste email from Sears saying the item was not returned and to provide the serial number of the product and the tracking. I responded saying the item was not opened so I did not know the serial number and again, provided the tracking and images of the return shipment.

6 more days went by, no refund and no response from Sears. I for the last time contacted Sears chat support who said they were escalating the issue and everything would be fine. I told them I've gotten nothing but the same copy and paste emails requesting information. This time I provided the requested information to Sears chat support.

Again I got the exact same copy and paste email from Sears support. It's pretty clear they don't care. I've emailed their higher up offices and their customer service emails after double-checking for accuracy. Again no response whatsoever. This has literally been the worst customer support experience I've ever had.

  • Dec 12, 2019

I ordered a kayak from sears online on november 1 2019 and the kayak was to be shipped to the sears hometown store in niceville florida. The online order status changed from "processing" to "your order is ready for pick up".

I called my niceville sears store only to find out it was not there and did not arrive on the truck. I was told maybe it will be on the next truck. After a few weeks i gave up and finally i contacted sears online for a refund because the hometown store said they can not help me or refund my money.

I contacted sears online and was told they would refund my money and received an email stating my money would be back in my account in 3 to 5 days. it never showed up and the sad fact is that every time i call to inquire about my refund and give them my name and the order number they have no record of my previous attempts so each time they say the same thing send an email that says i will receive my $ in 3 to 5 days and it is a continuous loop of lies they have no intention of ever giving my my money back.

I have copied and pasted this to as many complaint boards as i can and put it on facebook and asked that each reader please tell everyone they know so that no one else will have their money stolen. This kayak was for my son i am a single mother and this is just disgusting that they can get away with this.

I rarely have money to buy him things other kids have and when i finally do get the opportunity the money is stolen by a greedy corporation. Please tell everyone you know not to shop at sears or kmart online or in any of their stores.

  • Dec 9, 2019

On Nov 3, 2019 I purchased a washer and dryer set online from Sears.com. Nov 22nd was listed as the delivery date of the order. I was having it delivered to a local store and when I called them, they stated the products had not arrived.

When I looked online it still stated delivery date of Nov 22. When I called online support they said Dec 2 was delivery date. I cancelled the order with the customer service online department on Nov 22nd to cancel the order since it was not going to meet requirements which they said would take 24-72 hours.

On Nov 23 I received an e-mail saying they were "researching" the cancellation. On Monday, Nov 26th, I still did not recieve the order cancellation so call customer service and spoke to several representatives again I still did not recieve cancellation.

On Wed Nov 28th, I still did not have the cancellation notice so I tried the local store and US based customer service who all assured me they were doing their part to get the online ordered cancelled and then 24 hours later on Nov 29th I received another e-mail saying they were looking into the order cancellation. On Nov 30th, I called and e-mailed the store again since I still did not have confirmation of the order cancellation. I heard nothing from the store etc.

On Dec 3rd, I received an e-mail from [email protected] stating that the order was cancelled and that the credit was issued to my account and should appear with my financial institution within 3-5 business days.

As of December 10th, 2019 the credit still has not been received at my credit card. I have issued a fraud report with Sears Credit card, called the delivery department, the US Based customer service, the India based Sears service who said there was an error code generated from the order cancellation and now today I should have the credit.

Still December 10th and no credit back on my credit card for an order that was cancelled on November 22, 2019. Do not buy from Sears Online or Sears. This has been a complete nightmare and I still do not have my money back for something that was never even delivered to the local store and cancelled weeks ago.

Their customer service either online or Sears or delivery no one has been able to get my money credited back. I appear to have no recourse.

  • Jul 23, 2019

I purchased an adjustable bed frame from Sears. On the day it was delivered, it didnt work. I was told it didnt work because my mattress wasnt compatible, so I ended up buying a new mattress also. When the new mattress was delivered, the frame still didnt work and again the delivery person said it was a problem with the mattress. Five minutes after they left, the entire motor assembly fell on the floor.

Sears has refused to replace the frame, even though its been less than 3 weeks. They phone calls get transferred from dept to dept, and now I'm told I should have reported it within 24 hrs. I told them that I did report it to the delivery person that day, but becuse he didnt report it on a log, Sears says I'm stuck with a non working brand new $1500 bed. They referred me to the manufacturer, who says it was installed improperly and that its Sears problem.

  • May 7, 2019

I paid money for appliance warranty when I bought it. Appliance (washing machine) broke after 1 year. Call service and they come out and tear washer apart, say it will take 2 weeks to order parts so I should just get a replacement because it will be faster.

Replacement ordered a few days later on 4/22/2019. It is now May and after calling they say they cannot deliver a replacement until JUNE 5. I asked for another kind of washer they say they cannot deliver anything to me until June 5 and they cant do anything. On their online site ALL the washers say 3+ day delivery which is very misleading.

They offer $50 apology check that will be sent in 12 weeks. Meanwhile I’m spending that much at the laundromat every week and I still have almost a month to go! They won’t refund any money to me for the warranty I paid for.

  • Jan 19, 2019

This is the third time the Kenmore washer I purchased in 2014 has stopped working properly. Each time there have been significant delays in getting a technician to do the work. The first time, a technician came to my home 10 days after I called in, looked inside the washer, told me that a pump must be replaced, ordered the part and made another repair appointment for 10 days later.

He then left. The machine was repaired during that second appointment. The second time the machine stopped working, the technician came to my home 10 days after I called in, looked in the laundry room at the washer, told me that a pump must be replaced, ordered the part and made another repair appointment for 10 days later.

That technician was in my house for about 5 minutes. The technician scheduled to come 10 days later never showed up. I got several text messages indicating that the "window" was changed to later and later times. I then got a call from a "supervisor" who said the technician had a family emergency and that, basically, I was out of luck.

Two people came 10 days after that. The washer was repaired and I was told to use net bags for my wash because the problem was caused by small items clogging the washer's drain and that the pump replacement was not crucial. A month ago, my cousin washed his clothes at my home. Evidently he did not empty his pockets because I found several coins in the washer when I removed his wet things from the machine.

The washer stopped working properly I called Sears to make an appointment for...wait for it...10 days later. I called back to ask if the pump replacement part could be ordered in advance and was told that could only be done by the technician. I offered to purchase the part myself and was told I would not be reimbursed for it.

I spoke with someone at Sears Warranty customer service and was told that a note would be placed in my file to have the part available when the rescheduled service appointment was kept...10 days later. 10 days ago, a Sears technician came to my home, looked at the washer, told me that there were several parts including a pump had to be replaced, ordered the part and made another repair appointment for January 18, 2019, 10 days later.

The parts were delivered well before that date. The service "window" was set for 1p.m. to 5pm today. The technician called at 2:14pm and said he would be at my house in 30 minutes. He arrived about 3pm approximately. He looked at the washer, told me to get out the water that would not drain, and left my house.

I watched him drive away without another word to me. I then called Sears customer service twice (the first call was disconnected after Manny, the 'supervisor' made a rescheduled appointment for February 6). I called again and was given an appointment on January 29th. I then spoke with someone from the Warranty department who offered to reimburse me for going to a laundromat.

She also offered to make sure that Amado, the technician who disappeared, would not be sent to my home again. There are a couple of things I have noticed: there are service appointments available to new customers that Sears does not make available to those of us that have already paid for Sears services Sears must have outsourced its technician jobs here in LA, just as it has turned its customer service function over to a Filipino company The washer that has been so problematic is a Kenmore Elite machine..

.I trusted Sears, which was why I bought this machine AND have paid for Sears Home protection services for more years than I care to admit now. What happened? Do I have any recourse?

  • Dec 20, 2018

Bought a push mower from the Brandon town cener on October 31 2018. This is now December. My mower has a warranty tell 2020. There are no repair shops in the Tampa Florida area to get my mower fixed. When I go to the place were I bought it they keep giving me the run around. With the lawn mower down I have already lost $400.00 in pay. I found out there are no repair shops in a 35 mile radius of where I live. This is not right I have a mower that I can not use. I spent 269.00 on this mower that does not work and the warranty does no good if there are no places to get it fixed.

  • Nov 8, 2018

In july,2018 purchased new Kenmore stacked washer dryer combination, total cost $1,413.10. A short time after turning on the washer, it makes a loud continuing noise with a burning smell. I called Sears and made appointment for their Appliance Service to look at the unit but he did not show up. I made second appointment for Sears Service to look at the unit. The Repairman showed up but said that he had a busy schedule and could not wait the short time for the washer to start making noise after turning it on. The Repairman left without ever looking at the unit to determine or fix the problem. The Sears Service people at the store don't care or want to deal with the problem as it was announced that the store will be closing.

  • Oct 15, 2018

On 14 Sep 2016 we took delivery of a Kenmore refigerator (manufactured by LG) with a Grab N Go door, on which is clearly idicated the compressor has a 10 year warranty. On 17 Sep 2018 the refrigerator quit cooling, (freezer and refrigerator). After two weeks the "repairman" showed up claiming to have 36 years experience. The compressor was not working so he went to bring in his equipment to test the pressure, but he broke off a copper tube from the compressor then pronounce the compressor bad. When he broke the tube off there was a whoosh of freon which escaped the system. I am aware that there are several items whcih can cause the compressor to fail--he tested none of them!! He at first said the compressor would be covered under warranty, then after calling to order it informed me that it was not covered and estimated a repair bill of over $900.

00. I was born at night but not last night, why would anyone want to repalce a compressor that had only lasted 2 years with an identical one for a cost of $900.00? My prior refrigerator an Admiral lasted 32 years without failure. I am through with Kenmore and LG and would never suggest anyone purchase any of their products.

I have done a bit of research since this happened and one area suggest the repair could have been done with a part that only cost $3.95. I smeall a scam here as I have read many reviews where this identical thing has happened. I have also seen reports where some have paid hundreds of dollars for the repair only to have the unit fail within the year! Consumers are being taken to the cleaners and there seems to be no help. Many of the units are made in MEXICO and that may be the problem. I know the units look very nice on the outside where you can see, but apparent are MADE TO FAIL!

  • Jun 22, 2018

Six weeks ago I purchased a gas dryer online through Sears.com as the listing said that it would be installed "within 3 business days"

After I had made the purchase, I was informed that it would take 3 weeks for the dryer to be delivered. I cannot live without a dryer for my laundry for 3 weeks, so I immediately (within 2 hours) called to cancel the order.

I was told that I would receive a refund to my credit card within "3 to 5 days"

That was 6 weeks ago. Every time I call the 877 number for Sears, I am connected with a foreign call center where I am given the run-around. I am told that "in 3 to 5 days" I will get a refund...and it never comes.

Meanwhile, I have a broken dryer and I have already paid out $582 dollars to Sears for a dryer that was never delivered. I don't want to extend my debt further.

This is clearly a scam and apparently I am not the only one who has fallen victim.

I am disappointed that a company that used to have a good reputation has fallen so far and now must resort to online criminal activity.

The next step, I suppose will be to call my credit card, and if that fails, I will need to contact a lawyer.

  • Jun 17, 2018

Someone needs to work on making SEARS great again. I am a disabled veteran. My dryer stopped working. I will have been without a dryer for 2 months. I have a protection plan. I called Sears and was scheduled an appointment twice with a 8-5 window. No one called or showed up at all. They said the part did not come. Yes it did at 12 noon on Friday 15 2018. The technician said he would come back never did. I have called Sears and spoke to their agents for 5 days straight. Each one said they would get me a tech the next day 8-5 and a call. No one showed up at all or called. Bunch of lies.

I was told I would receive a confirmation e-mail and phone call regarding the situation, nothing. I repeated this process 20 more times. I finally called and had to demand to speak to a supervisor. She politely let me know that I didn't have an appointment, that they send the request to a third party. In the interim while waiting for someone to call me, I also called the manager at the Sears where I purchased the appliance. I have 20 employee names and id's. I have my phone history to prove it as well. I want someone to call me with an immediate appointment. You take peoples money and give poor service.

  • May 10, 2018

I bought a refrigerator from Sears that arrived defective. The installation crewbleft it there band drove off. I called customer service for help and they told me it was defective and to arrange a replacement. After being sent to four or five different call centers where no one spoke English adequately, I finally arranged a pickup and went to Lowe's and bought a new refrigerator. After calling customer service it took a week to arrange the refund and although they picked up the refrigerator we still have not received our refund. This was 6 weeks ago! Every time we call customer service, we are told they will contact us but never do. We are still out almost $700. I will never shop at Sears again but I want my money!

  • Mar 28, 2018

My oven malfunctioned it caused a small fire and the fire department had to come to our home. This product has issues with the electric components and is a hazard I contacted customer service and did not get an adequate response given the severity of this issue.

I have contacted several numbers at Sears and submitted complaints via email. I was transferred around to several people that kept transfering me back to other areas and told me to file a complaint directly with Kenmore (which is the number I contacted in the first place). I spoke with someone on the phone again yesterday and was told there was "nothing" that could be done except I pay for a service call. This oven is defective and could have caused my home to burn down - it should not have an electric component that malfunctions and shorts out causing a fire. Tonight I was finally able to connect with someone who was going to submit a case with their product safety division

Sadly Sears no longer cares about their customers. I've purchased appliances from Sears my entire life , and my family did as well when I was a child now the products are not reliable, there is no customer service and service people are not well trained. The last service people that were here to service my refrigerator were incompetent and when you call customer service you get transferred and the people unfortunately are not knowledgeable - it is a shame for what used to be a good company to decline to this extent. My primary concern however is a potential safety hazard for anyone that owns this model oven - a previous kenmore oven model was recalled for this very issue I believe the problem has not been solved and I'm concerend someone will be injured or killed or have their home burned down

I replaced the oven today with a different brand and submitted a consumer product complaint with the State Attorney General.

  • Mar 24, 2018

I have literally bought premium appliances from sears in the last 10 years and they don't know how to treat their loyal customers. Their outsourced Philippines office is a disgrace similar to other complaints. I ordered a dryer online and they auto opt me in for an electric dryer without asking if that's what I wanted. When I try to return it they are throwing policies when its brand new and I'm willing to pay a difference. Where are the litigation lawyers, count me in for a class action law suit! One person says they will help, the next says no. They wont even talk to you to resolve your issue!

Go somewhere else, don't support Kenmore. They just want to make money and its no wonder they continue to lose revenue and customers. Where are the executives, are this just as ignorant and oblivious to the bad service and bad reputation? BBB complaint: Your complaint has been submitted and assigned the ID 12746477. Case # 5608981.

Bye Sears, I'm cancelling my pending order, my credit card and never going back!

  • Mar 8, 2018

My fridge broke nearly 2 months ago.

I scheduled Sears repair to come fix it. They were my first and only thought for appliance repair since I have long been a fan of Sears. I bought the fridge there.

1st technician visit diagnosed it as a bad compressor. Told me it would be $729.59, which I paid. Ordered the parts, which took over a week to arrive.

2nd technician visit replaced the compressor and then told me the replacement compressor was bad from the factory. Ordered a new one, which took over a week to arrive.

3rd technician visit re-replaced the compressor. He told me it would take 24-48 hours for the fridge to cool down. A week later, it never did start working. Scheduled another technician visit which took over a week.

4th technician visit was by the same technician as the 3rd visit. After spending hours on it, he told me that Sears can't fix the fridge, he doesn't know what's wrong with it, but it'll take specialty tools, and that I should ask for my money back. Even wrote down the customer service number on the receipt.

Called to ask for my money back on 2/20. Was told I'd get a call back within 48 hours. Never got a call back.

Called again on 3/1 to ask for my money back. Was told the part isn't refundable. Told him I expect ALL my money back, and to come get the whole fridge if you want the part back. Was PROMISED I'd get a call back unlike last time. No call back this time either.

Called again today on 3/7. First rep first told me that nothing was refundable and offered a 10% discount on purchasing a new fridge. As if I'd buy anything from Sears ever again? How laughable!

Asked for a supervisor. The rep said he'd transfer me, but I would be on hold for 30 minutes. I told him he can wait with me as I didn't want the call to get accidentally dropped. He waited 5 minutes and then transferred me anyway against my wishes, ignoring me.

The supervisor finally answered and also told me that nothing is refundable. But after enough arguing, she said that if a technician comes and gets the parts out of my fridge that were installed, they would refund me $385.25 for the parts, but the remaining $344.34 was non-refundable.

I do not understand why Sears thinks it can charge for a service (fridge repair), not provide said service (did NOT repair the fridge), and thinks they can still CHARGE ME FOR IT!

It's simple, I paid for a service, was NOT provided said service, and I simply want my money back!

I will be filing a small claims case, of course, once I see that I do in fact get at least the $385.25 back, for the remaining $344.34. I will go to whatever lengths I need to to get my full $729.59 back.

I have already filed a BBB complaint as well, and I have the paperwork ready to go for the small claims case. Naturally, I'm leaving negative reviews for my experience all over social media and various reviews sites pertaining to Sears.

The sad part, had Sears simply said, "Hey, we'll give you $729.59 back in a gift card towards the purchase of a new fridge"... I'd have happily taken that and remained a loyal Sears customer. Instead, Sears has ensured that I'll never shop there again, which is a shame, because I'm one of the few people left that actually shopped at Sears regularly. It was my go-to store for tools, clothing, bedding and kitchen/appliance needs. No longer. I look forward to Sears' obviously impending bankruptcy. I'll ensure to share my experience across every social media platform and review site I can find, and hope to do my small part to hurry it along.

If Sears wishes to make this right, contact me. Not that I expect anything, since this experience has made me lose all faith in Sears.

  • Feb 6, 2018

When you think of water damage, you typically think of large amounts of water wreaking havoc. But even a small, slow leak can cause a lot of damage and result in a huge headache. That is what happened to us when our two year + 11 months old dishwasher failed. We had done a kitchen remodel several years ago. Part of that remodel was a new Sear Kenmore Elite refrigerator and matching dishwasher as well as new hardwood floors.

There was no water gushing out of the dishwasher. In many ways, that would have been better. The problem we had resulted in a slow, drip that over time, caused our hardwood floors to buckle, which was our first clue that something was wrong. Because we had a buckling issue in an adjoining room (promptly repaired by the installers) we never even suspected a water problem.

I noticed some dampness by the front edge of the dishwasher one Sunday morning when cleaning up near the baseboard and discovered the subfloor was wet. It wasn’t coming from under the kitchen sink and at the time we didn’t think it was coming from the dishwasher either. We did a quick inspection of the crawlspace and found a puddle of water under some saturated insulation.

Suspecting a plumbing issue, we called the plumber first thing Monday morning and set an appointment for Tuesday morning). The plumbers diagnosed the problem as a probable cracked sump assembly. As soon as they walked out the door, I pulled out my dishwasher manual and called Sears at 1 800 4 MY HOME. The dishwasher was out of warranty but I was curious if there had been a recall on this model for this issue. It is unconceivable to me that an $1100, practically new dishwasher could leak. (I have since learned that others have experienced this same issue with this dishwasher.) The representative told me that they could send a technician to repair the dishwasher and set an appointment for 4 days later on Saturday, for some time between 8 am and 5 pm. (Customer service issue #1 - A nine hour time window!? Even the utilities do better than that. ) The Sears technician never showed up for the appointment. (Customer service issue #2 - Making appointments but not keeping them.)

In case you are wondering, I had been in contact with Sears at least 5 times throughout the day. I first called around 9:30 am because I had the sudden realization that I had never gotten a written or oral confirmation of my appointment. (Customer Service issue #3- no confirmation.) I was greatly relieved that when I called 1800 4 MY HOME that the automated answering service recognized my number and told me that I had an appointment and that the technician would be arriving between 8:45 and 10:45 am. When that time window had passed I called again, heard the same message (Customer service issue #4 – playing outdated messages telling customers to expect someone during a specified time frame that has passed.) This time I stayed on the line to speak with a person who informed me that neither my phone number nor my address was in the system. I explained that it must be because the computer knew I had an appointment. She later assured me that she had gotten everything squared away and that the technician should be here soon. (Customer service issue #5 –integration issues between the various parts of the operation.)

My phone calls did not return any results and I was growing skeptical, so I tried using an online chat session to figure out if I really should expect someone to come that day. I’m pretty sure that all phone calls and chat sessions take place at an overseas customer service office in India somewhere. My results from the online chat sessions were really no more successful. Each time I spoke/chatted with Sears, I was told that the tech was still coming and that they would send a communication to the technician. In my final conversation of the day, at approximately 4:45 pm, I was told that the technician had “called in sick.” (Customer service issue #6 – not cancelling appointments with customers when the technician calls in sick.)

At this point, I have now wasted an entire Saturday, waiting for the Sears technician and communicating with the customer service people located in some other country who apparently have neither the ability and/or wherewithal to solve any problems. It is nearly impossible to speak to a supervisor and when you do, they are speaking from the same playbook as their subordinates except that they have the authority to issue $35 Sears gift cards for your trouble. (Customer service issue #7 –offering $35 gift cards in these situations is condescending and ridiculous.) Let me also point out that when they finally determined that my technician wasn’t coming due to illness, they offered to set me up with the next available appointment on February 5, which would have been a wait of nine more days. (Customer service issue #8 – don’t make a customer wait 9 more days for an appointment after you just stole an entire day of their lives.)

First thing Monday morning, I called another appliance repair company, C & E. This time it is a local, well respected and reviewed company. We set an appointment for Tuesday, the following day. Shortly after that, I receive a call from Sears wondering if anyone came to my Saturday appointment. (Customer Service issue #9 – having to call your customers to find out if the work had been completed.) I told him that the technician had not arrived and also informed him to cancel the February 5 appointment. He neither sounded neither surprised nor apologetic and couldn’t hang up quick enough. (Customer Service issue #10 – not even apologizing for the extreme inconvenience.)

Because Sears had not come as expected, I also had to cancel the appointment with the remediation company, Paul Davis. They wanted the repairs made before coming out. The following day, C and E arrived on schedule, diagnosed the issue, and told me that they would have an estimate to me within 24 hours. That is how it should be done. True to their word, I had the estimate within 24 hours. My practically new, high end Sears dishwasher would need a new washer sump assembly and diverter motor. With parts and labor, this would come to almost $500.

I decided to call the 1 800 4 MY HOME number on Monday to see if I could follow up with a supervisor. After I explained the reason for my call, I was told that I couldn’t have had an appointment for the previous Saturday because they do not schedule appointments for Saturdays. (Customer service issue #11 – trying to make your shortcomings the fault of the customer) Then I was told I couldn’t speak with a supervisor because there were strict guidelines about that. I insisted, was put on hold twice, and then transferred, at which point my call was “accidentally” dropped. (Customer service issue #12 – not being able to talk to supervisors/playing games with customers)

As a result of this dishwasher issue, I have already had a total of 9 appointments and the dishwasher is not yet operable, my floors are torn up, and I will have at least several more appointments and many more phone calls to add to my calendar to “close this case. Only Sears has had an issue with keeping their appointment. Kemper insurance (1 appt), North Meck Plumbing (1 appt), C & E Appliance Repair (1 appt.) Paul Davis (remediation co. – 4 appts) and Little Flooring (1 appt.) have made and kept their appointments and arrived on time. It can be done. Sears just doesn’t care. And because of that, I will never again buy a Sears appliance and will do my best to spread the word via Social Media and word of mouth.

Was this bad customer experience an isolated event? As I mentioned earlier, we also installed the Sears Kenmore Elite refrigerator around the same time. Within the first six months, this refrigerator required a repair. Fortunately it was under warranty so there was no monetary cost but it was certainly a huge inconvenience. We had to wait days for the technician to arrive and then we had to wait for the part to arrive. We had to completely empty the refrigerator and unplug it to defrost it for the repair to be done. The tech told me to immediately inspect the parts when they arrived and to call to schedule the repair when I had the parts. When I opened the package, I discovered an electronic part, a “mother board” of some type, with delicate connections in a cardboard box with absolutely NO protective padding. It was literally just a part in a box. (Customer service issue # 13 –improperly shipping parts) So then we had to wait for another new part to arrive. It was another bad customer service experience. We’ve now been burned twice by Sears. Never again.

After doing some research, I believe that Sears knows that there is an issue with this model of dishwasher and yet continues to sell them. There should be a recall. I am upset that both my refrigerator and dishwasher have failed, especially given their age at failure and the fact that these are sold as high end appliances. I am particularly upset at the cavalier attitude that Sears has toward customer service.

As to the question about my experience being an isolated incident, it is not. I have learned that A & E Factory Service is a subsidiary of Sears. That is the company that was supposed to come to my house that Saturday and never arrived. I have also learned that my experience is not unique. Anyone can have a bad day. If you Google A and E Repair, you will find 385 reviews with an average rating of 1.2/5 stars and that is only because you can’t give zero stars. On consumer affairs.com A & E also has a 1 star rating with 762 reviews, 72 of them in the past year. It is interesting to read the reviews and see the common threads. It is the same story, over and over again, with different names, locations and excuses and outright lies. Inexplicably, the Better Business Bureau gives them an A+ rating despite the fact that 39 out of 41 comments are negative.

Throughout, I have referred to Sears rather than A & E and that is because Sears indirectly owns this company. A & E is the company Sears sends to do warranty and repair work. When you look at your owner’s manual, there are no references to A & E, only Sears. It is no wonder that Sears business has been shrinking and stores have been closing when so many people have such negative experiences. I give Sears a 0 star rating. If you own a Sears appliance, I sincerely hope you do not need warranty work. If you appliance is not under warranty, DO NOT under any circumstances use Sears for your appliance repair work. And if you are in the market for a new appliance, ask who will be doing the warranty work. It does make a difference. For a different perspective, read this: h t t p s : / / s e a r s . p i s s e d c o n s u m e r . c o m / former - sears - tech - manager - 20080903133788 . html

  • Jan 3, 2018

I have not been able to get a return label to mail back the broken laptop that ZOOM USA sold me through Sears Marketplace. After multiple attempts to reach company then contacting Sears I receive email stating Can only replace Below email copy

Here are a few emails from Sears Marketplace and ZOOMUSA:

From: Delinda Diaz [mailto:[email protected]]

Sent: Thursday, December 28, 2017 4:25 PM

To: [email protected]

Subject: Re: test

Dear zoomusa,

Item Part Number: SPM7768241602

Product Title: Dell Latitude Intel Core 2 Duo DVD/CDRW WideScreen LCD Windows 7 Pro BONUS LCD CLEANER (refurbished)

I have tried multiple times to contact seller to return and get refund due to fact that this item is not working and disappointed a 15yr. old girl at Christmas. As a business this company is doing a lousy job helping customers and I would re-evaluate if you(Sears) really want to continue them as 3rd. party in your Marketplace. I have been a valued customer for years and hope to continue but I will not use 3rd. parties at your Marketplace if this is how I will be treated. Like I said I have tried multiple time to contact seller and receive "Please try again later". I am not requesting anything outrageous, I want to return item and get my refund that is not asking too much. Also I would like to add that besides this item not working it did not come with the BONUS LCD CLEANER. Delinda Diaz

Their Response

ZoomUSA To:'Delinda Diaz' Dec 31, 2017 at 4:17 PM

Unfortunately it seems at this point unit can only be replaced

Sears Marketplace:

[email protected] To:[email protected] Jan 2 at 12:38 PM Dear delinda, You have received a response to your message from zoomusa in regards to your Order #860294685.

  • Dec 22, 2017

Sears used to stand behind their appliances and behind their Protection Agreements that are supposed to cover repairs after the initial warranty period.

I have several Sears appliances -- some fairly new, some rather old -- all have been under protection agreements since they were first purchased. Over the past year or so I have seen the level of protection offered by Sears drop lower and lower.

EVERY call to Sears Appliance Repair require AT LEAST one full week for the first appointment -- but don't expect that appointment to fix your problem. The technicians (most of whom do not work for Sears) don't bring any parts with them. Not even when the problem has already been diagnosed over the phone and they know what part is bad. Instead the technician will show up, take everything apart, tell you they need to order the part, put it somewhat back together (not usable) and tell you to call Sears to set up another appointment after the parts arrive at your home. And, yes, that appointment is also going to be at least a full week after you call that the parts have arrived.

First I had to pay for a dishwasher repair (they called it "cleaning" but when you have to take the whole thing apart, that is certainly a repair!) The problem with the dishwasher was that it broke a plastic dish and a piece of the dish got down inside the pump assembly. The only way that a piece large enough to block the pump was able to get into the pump was due to a defective design of the dish washer itself. Older models had a strainer to catch anything big enough to be a problem. On Sears' newest models there is no strainer, instead there is a grate with openings about 1/2" by about 5/8" all the way around the center of the dishwasher -- that grate ought to have stopped the broken piece of dish BUT that grate has a nearly 1/4" gap all the way around it - the piece of dish was about 1-1/2" by 2" but it was thin enough to slip right through the gap that Sears leaves around the grate.

Then my gas range started beeping and displaying an error code on the electronic control panel. The code indicated exactly what part was bad. Call Sears, make an appointment, first available appointment is a full week later, technician shows up - code has reset and it isn't beeping when he comes in - technician refuses to even look at the range - tells me that when it starts beeping again, if it shows the same code, I am supposed to tell Sears to order the part so he won't need to make two trips. (Not that Sears ever cares what the customer tells them about an appliance).

Tonight at midnight I wake to the beeping coming from my kitchen. The range is showing the same code again. So I call sears. Guess what? Appliance repair does not have anyone to schedule appointments at night or on weekends -- just a recording telling you to call back later (the recording doesn't even tell you when they are open).

So tomorrow I get to call Sears again for a repair that they already sent out a technician for but he refused to even look at the problem.

  • Dec 2, 2017

A Sears tech. came to address an issue with my stove. While at my home he recommended that I establish a service agreement for my fridge since it wasn't dispensing water. He helped set up the agreement for I which I paid in full. I waited several months before actually making the call for service. Their customer service rep. told me that all of my sears purchased appliances are covered under the agreement EXCEPT the fridge. They refused to correct their mistake. The fridge was the main reason I wanted the service agreement. I am disgusted with them. I was put on phone hold for nearly an hour trying to resolve the matter. They had originally delivered the fridge with a dented door. I agreed to allow them to change the door instead of replacing the fridge. My stove was also delivered with a dent which I allowed to let slide. Also purchased a dryer and paid extra in advance to have the old one taken away. Sales associate assured me that if I disposed of the old dryer myself, I would be reimbursed the fee. I gave the old dryer to a neighbor but when I sought reimbursement I was denied. I am one very angry customer.

  • Dec 2, 2017

Kenmore dishwasher was purchased this May. I purchased the additional warrantee. This dishwasher does not work. Technical has a temporary fix and than it will not work again. Meanwhile I have to wait with a load of "needing" TO BE WASHED DISHES.

It appears this model is a lemon. Not even 6 moths old and I have had 3 services calls. Sears wants me to get donW on my knees and go under the sink to check. It is plugged in. It will not complete a cycle. Than it goes dead completely. I need a dishwasher to work without getting down on my injured knees. FIX IT ONCE AND FOR ALL OR REPLACE UNDER THE WARRANTY.

It appears other people are having problems keeping the dishwasher to work. (see other report)

  • Oct 18, 2017

Went into store to buy some tools. And associate said to try to lease it now program. There are signs all over store that state no credit check. So I did gave him my info and then was approved for the lease it program. So I purchased my items but I did tell him I wanted to buy a stove and he said I could go back on a later date. Because I told him I didn’t have time to go upstairs then and choose a stove. So now there is 2 Sears credit inquiries on my credit report. If feel Sears employs aren’t probably trained to give customers information on how programs work. And they lie to make the sale. This is a rip off!!

  • Oct 10, 2017

Sears not honoring extended warranty on my kenmore elite refigerator. thay said rust driping from ice maker and staining door is not covered . thay replaced rusty screws in 2015 for the same reason .this is not a do it your self job, you have to take the plastic cover off the door .I have lost my trust in sears . i will never buy from them again

  • Oct 5, 2017

Gerardo H. Sepulveda, Pembroke Pines, Florida.

On 24 September 2017, I made an appointment in the Sears Web-site for home duct cleaning service. I selected the 15-18 duct vents for $194.95 and scheduled the appoinment for 27 September 2017. On the Sears site, they did not have any information listed on serives like blower cleaning, air condition main ducts cleaning, or coil cleaning. Doing the day of the service, a service techinician with one other guy came to our house to do the duct cleaning service that I have scheduled.

The Sears main technician told my wife that the air ducts were not that dirty. He said that the problem that we have is with mold and beacteria on both of the air-condition main ducts. The technician told my wife that our systems were really dirty and when he cut holes in the side of the intake ducts (up-stairs and downs-stairs), he stated that we had serious mold and bacteria problems. I was hard to believe that we had these problems since both of the air-condition untis were just replaced 3-4 months ago and this was nver mentioned about having mold and bacteria problems with both of our units.

My wife watched some of the work being done by the head technician and then he started to explaining my wife about an UV light system. He started telling my wife the benefis and the diffrent pricing. There were three Sears service optinos: Option 1 (basic service) for $695.00, Option 2 (temporary detail service) for $2,200.00 and Option 3 (lifetime servcie) for $1,1950.00 (per unit). After he explained the three servcie options, the Sears technician asked my wife if we were going to stay with the house that he recommend to do the Lifetime Service. However, if we were planning to sell the house in 1-2 years to just do the Temporary Detail Service.

My wife was very honest and told him that we were staying with our home, so the technician sold her the Lifetime Service. She paid a total of $4,000.00 and the Sears technician charged the entire amount of $4,000.00 to my Sears Credit Card. The Sears technician took advantage of my wife and we got Rip-Off.

Gerardo H. Sepulveda, Pembroke Pines, Florida

  • Oct 4, 2017

DO NOT ORDER FROM SEARS!!! this company if you can call it that is a joke. I purchased a 24' INTEX POOL that they had listed online on their SEARS website. I have screen shots on my phone of the pool at the price I paid. I placed the order via the phone to make sure everything would go correctly, and was promised I would get the pool but it would take 30days to ship, Next thing I know I get a RUG in the mail a few days later, not the 24' swimming pool. When calling back all they said is they can issue a return but not honor the pool at the price I paid even though they accepted payment for the product I purchased. This was a bait and switch and horrible business practices, both companies keep pushing the blame on the other over the phone and I'm the one left stuck without the item I was promised and countless hours on the phone trying to correct this issue. The offer no compensation and will not offer and comparable item for the price purchased. NOBODY SHOULD EVER ORDER FROM HERE, this was a nightmare dealing with them and I will never do business with this SCAM company again!!!

  • Oct 4, 2017

Item#: SPM14354980732 Model#: ADIB003FJJROS RMS Power: 150W x 4-Chan. @ 4 ohms *600 Watts RMS *Class D *Variable High-Pass and Low-Pass Filter *Blue LED Power/Status Indicator 600W PDX Series 4-Channel Power Density Digital Class D Car Amplifier fake not authorized by Alpine

  • Sep 27, 2017

I will NEVER deal with Sears again!! Bought a refrigerator from them and with about two months of the warrenty expiring, the ice machine quit working. I called up and made a date to get it repaired. The day before, they called they were mistaken and that there was not going to be a repair person in our area (Vacaville...really?). They reschedule the appointment for three weeks later. I get a call the DAY OF the appointment and they say tha the repair person got into an accident and couldn't make the appointment (hope they are ok). I told them that my warrenty was going to be up in a couple of days and they said that was ok because I started the clain while it was under warrenty.

I was to call back the next day. I called and was told, sorry, the warrenty is up and was passed on to trhee other people where the last person stated that she would refer me to the people that would give us a consideration three month warranty and they would call with an appointiment time. I took this as they would do what they should have done and honored the appointment (since I originally called while it was under warranty and THEY canceled the appointments). I called about it again, and they again told me they will call me, no need for me to call. I called again today and after being passed around again three more times, he (Travis) said it was denied and I have to pay for it myself. Told him I would put it on Social Media, Ri-Off Report..."go for it, that is your right".

Buch of crap...no wonder they are going out of busines (so I hear).

  • Aug 25, 2017

Daughter, US Army dependent wife /disabled bought new washer dryer from sears store 6/10. Was delivered 8/23 driver told daughter dryer had knocks but to use anyway, daughter complained but driver left without taking item. She called sears immediately and was told supervisor would call her back that day, no one returned call. Unit started smoking when turned on for first time. She Called fire dept who said dryer was defective and dangerous and to have sears pick up immediately. Bc I have her power of attorney I contacted sears on twitter sears cares, was ignored then when contacted back was given run around, provided all info. Sears had someone claiming to be supervisor call daughter and told her earliest pick up of damaged item would be sept replacement would take weeks as would refund to process. Earl, the 'supervisor she spoke with gave her a fake return number which when called takes you to T-Mobile customer service.

I called sears again and asked to speak to management, the rep refused and only after 30 minutes put me on hold and passed me to a supervisor. Was told same thing, cannot expedite, will not compensate by giving another model or one of next higher value to make good, will not pick up damage dangerous one sooner and will take long time for refund. I asked for formal complaint on earl providing a fake call back number and was told by sears rep can't send confirmation of complaint being filed. I asked them to provide in writing to my daughter that they would refund money and pick up arrangements they said they don't do that and would not even email confirmation. I told sears that was unacceptable, sears used to be a good store have been customer for over 40 yrs I will never recommend them or shop again. Situation is unresolved at time of writing this report. Daughters family without working dryer, and without their money to go to other store for new one.

  • Aug 17, 2017

Ordered sofa and loveseat on sears.com on 7/2017. Received wrong sofa and loveseat on 8/10/17. Sears and shopladder acknowledge it's the wrong items that I received waiting for return instructions. Still no word. Been in my garage for a week. Contractor can't work in garage because this wrong order is taking up all the space. I have to pay contractor for time lossed. Can someone help me get this wrong order shipped back where it came from? Sears is no help says I have to work with shopladder and there seems to be a "black hole" at Shopladder. Also, I'm paying interest on my charge.

  • Aug 12, 2017

I followed all the directions online for a lease. I was approved, but when it came time to pay the lease company would not accept my card saying they could not verify the payment method. This was for a lawn mower that costs about 400.00. I called the customer service number and without them even checking anything was told it is probably a problem with my bank. Then I went to a store thinking they may be able to set the lease up. The associate at the store tried and got the same bs. I called my bank and they told me the only charge the leasing company put through was for 1200.00 and change (the lease payment was supposed to be around 70.00). So the associate tried it again and got the same crap. So he called the 800 number and was told my card didn't pass the screening (the card was an American Express card) when the associate asked them what part of the screening did it not pass and the customer service guy just kept repeating the card didn't pass the screening. The leasing company has crap for customer service and they give Sears a black eye. The associate from Sears did all he could, but his hands were tied by the crappy leading company.

  • Jul 31, 2017

Very high pressure sales, first off. I didn't end up buying, I just want to report this so others know, Sears home improvement are not a real contractor service. They are a high pressure, predatory loan salesmen. We called Sears to a new floor and shower in our bathroom, and get a quote for some lamented flooring in our entry room. We have a 15' X 10' entry room, and a 6' X 4' bath area. Our final quote for both the bath area and entry floor was over $15,000. Without the entry floor, $10,000. The problem is we said repeatedly that we just wanted a quote to price compare, and that we would be financing through home insurance and our funds. But, they kept trying to push us financing through sears, which had a weird predatory loan feel to it all. The sales people seemed really deflated that we refused to sign on right then and there. It, to me, is abnormal to not compare several quotes before taking up a home project. The weirdest thing, they kept trying to sell us on weird "finance now, get a cash rebate" thing. Which I thought was unprofessional. They kept asking me questions like "just think of what you can do with that extra free $1000?" or "wouldn't you like a new tv?" which is totally unprofessional. We are discussing business--we are discussing the exchange of several thousands of MY money, for God's sake! These used car salesman tactics are beyond what I'd expect when discussing getting work done. No other home improvement firm or contractor has acted this way, to date. I'm used to getting a quote, being allowed to think and compare, then calling them back once I've reached a decision. They also kept doing weird, Micro-sexist things to make me feel completely minimized in making decisions. As if, I'm not smart enough, capable enough, to make a decision unless I had my husband there to okay me. Kept calling me the "little woman" or how much "easier things are to clean" with their product, especially "when my husband spills his beer". Ahhhh...what?! And, to boot, they kept not getting to the point, using word salad in their sales pitch, to the point I felt they were disregarding my time. They wasted my time. In the end, we asked for a printed itemized quote to take to the bank. They couldn't provide us with an itemized quote. Said their algorithms don't work that way. I simply refuse to pay for anything unless I know what I'm paying for.

  • Jul 25, 2017

I went to Sears to get a refrigerator to make payments on until i paid it in full. I explained to the rep several times to make sure I understood exactly what i was doing as i always paid for anything I've ever had in full cash. So the rep gave me the price and advised that I would pay off the frig in 4-5 months. I would call every month to verify payment went through and how many payments i had left. And they would confirm that info.The day I paid it off i received several different numbers saying i still owe etc. This company is telling me a lot of different things different including a balance that i should not be owing. This company is doing scam. False advertising and the communication tactics are different with every rep i speak with. If I knew exactly how this went I Would have never signed up

  • Jul 24, 2017

Sears Department Store Denied Check /,but certain checks they accepted, but later charged me with forgery, and repossessed purchased items Return all purchased items, and charge my account for all Denied Checks.

  • Jul 18, 2017

I find it hard to believe that Sears is operating a scam, but what else am I to think after my current experience with their home appliance protection plan?

Some time ago, our stove went out and when I called Sears to get it fixed they talked me into buying an appliance protection plan. I pay $49 a month and $75 for each service call.

It sounded like a fair deal, and we have been buying stuff at Sears for decades, so I said OK. They've charged my credit card monthly since that time.

So when our washing machine went dead three weeks ago, I called Sears. I thought they would send someone over to fix it right away.

I was wrong.

Sears assigned a company in Kissimmee - DLS Appliance Experts they call themselves - to check out the washing machine.

DLS took a week to send someone and when he managed to get here, he said the control module was dead and it would be another four days before a new part would arrive.

Now, two weeks later, no part has appeared, and we still have no machine to wash our clothes.

When I phone DLS they say the part has not arrived. And when I phone Sears, they say DLS should have received the part on July 12. Each time I call, someone promises to track the order but nobody ever tells me what the tracking showed. And nobody ever calls me back.

I have been calling Sears but I just get transferred round and round and nobody can tell me when our washing machine is going to be fixed.

Are they waiting for me to give up and buy another machine?

  • Jul 8, 2017

I purchased a service agreement when I purchased my DGS 6500 Craftsman garden/lawn tractor. I’ve even renewed the agreement several times. Big mistake. Originally Craftsman was the gold standard in Sears tools, but ever since Sears was bought out by K-Mart the quality and timeliness of the service has declined. I give my last encounter as an example. The first week of May 2017 I had a mower belt brake. I called to make an appointment and was told the earliest I could get one was on the 25th. I wanted to go take the mower to a local Sears shop, but was told it wouldn’t be covered. I explained my problem and asked them to make certain a belt was on the truck when it came so I wouldn’t have to wait for parts to be ordered after the next arrival. I was assured it would be. On the day of the appointment the technician arrived, but didn’t have the belt on his truck. It had to be ordered and a new appointment scheduled. The Technician also needed to order additional parts to prevent the belt from braking again. He suggested it would be wise to replace all three mandrel housings, but only two were required for the tractor to work again. The new appointment was scheduled for the 19th of June. On the 19th he was suppose to arrive between 8 AM and noon. He didn’t show because he was too busy with other appointments. He finally arrived around 5:00 PM. He installed the problem parts, the broken belt and the two outside mandrel housings and pulley’s. I was the told the middle mandrel housing and pulley were in good shape. I went out to mow my orchard, but after about ten minutes the middle mandrel housing sheared off. I immediately called Sears again and was told the quickest I could expect a return appointment was on the 7th of July. I explained how long I had already waited and was told that was be best they could do. I insisted the parts be sent to me in the meantime so I wouldn’t have to wait another three weeks for parts to be ordered after the technician arrived on the seventh. After talking to three different individuals I was finally able to convince Sears to mail the parts so they would be available when the technician showed up on 7th. The parts arrived and on the 7th the technician didn't. I was on the phone, mostly on hold, for over three hours calling back several times because I was disconnected. I couldn’t get a straight answer as to why my appointment had been cancelled. I was given two solutions. The first was that I would receive a call on Monday, this was Friday, to reschedule an appointment. From past experience I knew I would be waiting another 2 1/2 to 3 weeks and tried to explain I needed my mower fixed now. The grass in my orchard was now over three feet tall. I asked if I couldn’t have a loaner mower. So for the 2nd solution I was told I would need to go to a website and fill out a form to see if I could be reimbursed for renting a mower locally. I did that, but at the end of filling my out all the information I received the message I would need to wait 30 days for an evaluation. The new Sears is very frustrating to get service. I advise against purchasing a Sears product and certainly against buying a service agreement or warranty. It seems to me they purposely make it difficult with the hope one will just take equipment somewhere else. If it always takes up to three weeks to make an appointment they should contract with more providers and increase the competition so service can be rendered quicker. Another solution would be to provide a loaner while waiting for repairs.

  • Jun 13, 2017

I purchased a riding lawn mower through Sears on line. I was not allowed to select a delivery date but was just given a date three weeks out. No way I was waiting 3 weeks!

I attempted to chat, to no avail, then, customer service, "not", then delivery services, again, no avail, then to another customer service and finally got the delivery changed to following week. The next day I got a call "confirming" the delivery date.

Then the next day, another call saying the delivery date had to be changed to a later date.

I called the number left and their customer service (whom I could barely understand) told me too bad, it had to be the new date or they could cancel the order and I would have to wait 7 to 10 days to get my refund.

WHY? You took my money right away, so give it back so I can go buy a lawnmower elsewhere.

Nope, not done like that. Spoke with a manager, same problems, no resolution.

Does anyone work for Sears that is not from India??? Not only can you not understand them, but they are rude and arrogant.

So now I am currently out $1700.00 and no lawn mower.

I purchased many things from Sears in the past, but they have just lost ANOTHER customer.

Do everyone a favor and just shut the doors!

  • Jun 10, 2017

I purchased a refrigerator from Sears in Minnetonka. They couldn't really fit it well through the front door so they pushed it through anyways. I told them they could go through the back instead before hand but they just kept going. Once the fridge was through and in place it was obviously damaged. I was told someone would call in the next few days with a new door. Instead no one called. It's been three weeks, so I started calling around. Not only did I find customer service was a joke. It has taken me three days and numerous calls to find the right department. Then once I ended up at the right departement they told me I had to call in three days of the damage. I asked when it was delivered what I should do, should I call somewhere? I was told it would be taken care of for me. Not to worry that I would get a call within that week. Not only was lied to the delivery guy never put the notes into the computer system that it was damaged. It was on the reciept that it was damaged but never listed anywhere. Now I am stuck with a damaged refrigerator and they will do absolutely nothing about it. Very furious as it was not a cheap purchase at all. I am looking for restitution on this case so if anyone in this same situation would like to contact me feel free. I think a class action lawsuit against these practices is due time. I understand now why Sears is a dying company. The products might be good but the customer service is horrid!

  • Jun 2, 2017

Purchased a KENMORE washer and dryer. Their install and delivery "TEAM" are NOT to be trusted. BE WARNED there is NO ACCOUNTABILITY for their action. IF you become a VICTIM you will be a VICTIM.

Customer Service is in the PHILLIPINES!!!! The installation and delivery team have figured this out. NO ONE cares. I was robbed of $1,400.00. One installer kept me busy with his crazy behavior. He threatened to "shoot my dog" kept at me about "how rich I was" and crazy as a box of frogs. The other man just disappeared from the scene. The OLD scam. Distracted and ROB...with a LICENSE and permission.

I called SEARS and they WILL DO NOTHING. The installer did not use the new parts I purchased needed for the install so I insisted on a refund. Again I was redirected to the PHILLIPINES. They stated that they needed my

SEARS MASTERCARD numbers in order to process the refund.

Which I gave. The very next day. Mastercard

USA called me to inform me that my card had been used to purchase several thousand dollars worth of items and did I make these purchases?

WHAT A SCAM!!!! SEARS IS A DISASTER. I have been a TRUE victim of a TERRIBLE TERRIBLE FELONY.

The very worst part is THIS IS SEARS, not CRAIGSLIST. I am WARNING YOU FROM THIS EXPERIENCE.

The POLICE will not help you UNLESS YOU HAVE ABSOLUTE PROOF. SEARS just does NOT CARE THEY really

DO NOT. I am returning the appliances, not because of this experience ( although that is ENOUGH) the KENMORE

WASHER started to spew water all over the floor within days of usage.

PLEASE!!! BOYCOTT SEARS no longer AMERICAN PRIDE.

  • May 29, 2017

I answered an advertisement via email that said I could use my car for advertising and make $400 a month. Later, it changed to $400 a week which was the first signal something was wrong. Then, they said I would get a check and it would include the money the auto detailer would need when they came and put the advertising on my car. Did not sound right so I looked it up on the internet and found info that made it sound like a fairly common scam.

Today I received a check for $1970.68 and will not cash it or deposit it. Also have the emails received from these people.

  • May 23, 2017

I took my car rims and tires to this shop for a simple mount and balance request. The team on site broke my center cap and asked me to take my business elsewhere.

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