“Master protection program is a scam. Take your money then you can’t get service. Sears once was a great company with good appliance now the company is hitting rock bottom in my opinion. Liars and cheaters. The sooner they are out of business the better. The company is bring this on themselves. If the company won’t live up to their promise/guarantee then get out. People deserve better when spending our hard earned money. Less than 0 rating is what I would give Sears . Been working on issue for 3 months.”
“My icemaker on my fridge quit working so I called sears home repair to come fix it. Tech came out said he knew what the issue was 100% and he had to order a part and they would schedule a followup visit and have the part shipped to my door. The cost was $400.00 for parts and labor. Before I agreed to pay for the part I made sure and asked the tech several times that he was sure this was the issue and he assured me it was, and if it was something else he would take the part back and issue us a full refund before ordering another part.
Waited for 6 weeks after the part came in to see the tech again, but once he showed up he said that he must have fat fingered the part number because they sent the wrong part so we had to wait several more weeks for the new part and appointment, he came out put the part in said it was fixed and left. He never even checked to make sure it was actually filling the tray with ice, so it's no wonder 5 days later and still no ice! Called sears again to have him come back out. The same tech then proceeds to tell us that it must be something else but that the part he replaced was in fact broken so we have to pay an additional 300 or so for this other "broken part" that he's sure this time is the problem! I told the guy to just take his part back out put the old one back in and get us our money back because I can buy a new used fridge for 800 bucks! He said that he can't do that and that we would have to remove the part ourselves and fill out a form with sears to get our refund! I was so upset I had to leave the house and let my husband deal with the mess. After a lengthy conversation with my husband The tech agreed to take the part back and promised a refund! This was over 6 months ago and still no refund! Sears home services won't accept my calls now when I call, and they literally stole from me! I'm ready to sue this garbage company! And would love to bring a class action against them. Something needs to be done.”
“9am called for appt for 4pm, they changed to 7pm, 8pm then they CANCELED our appt and don’t know who did it!! Now we still have water running out of refrig on floor!!”
“Warning: should have looked at the reviews first. Another repairman said that I needed another door to fix my icebox because it was electrical. I called to see if I could order a door from the parts people at Sears. They didn’t have one, so two different people talked me into buying an inlet valve indicting that they were certain that I just needed this part replaced. When I called to make an appointment, the intake person said they would wave the diagnostic fee as long as I go ahead with the repair. Before the appointment the Sears technician indicated over the phone that all of it was not true and it is highly likely that it is electrical and I would need a new door which the electrical is attached to. He would also have to charge me $300 which included the diagnostic fee. He also said he will cancel the appointment. He recommended I get my money back for the intake valve. When I called to obtain a refund all I got was the run around after I explained why I wanted a refund. I was 3 hours on the phone trying to speak to the right person who could get me a refund. I had to explain my situation over and over again and it seemed like all they were interested in what insurance or home plan they can sell or fix. I finally got to someone who could help me. This was the 5th person who asked me why so I said I am done explaining because all I want is a refund. They kep transferring me to the wrong number. It also took awhile for them to hear that the technician already cancelled the appointment because she wanted to charge me anyways for doing nothing. Worst service I had ever received! I never want to go through that ever again. Sales/profit-oriented business! Nightmare! I will not be surprised if you eventually go out of business!”
“The worst company. Samsung refrigerator ice maker broke. First appt 2/23. Paid $100 and not fixed. Another tech came out a month later. Ordered new part, charged $331 for parts & labor. Recieved part 2 more months later. The next 8 out of 10 appts they didn't show up! I had to be home from 8 am - 5 pm each time. Yesterday had an appt, no one showed. Tick off a female! I disconnected the old ice maker and installed myself after some research. I have ice today!”
“Horrible experience with customer service. when I purchased insurance for my dryer and washer, the person that I bought the insurance from told me that if the company could not fix my washing machine or dryer, they would replace for a new one. Recently a technician couldn’t fix my washing machine and they just sent me a coupon to buy another one and they want me to pay the difference. I paid thousands of dollars in insurance for those items and I think just giving me a coupon that doesn’t even cover half the cost of the machine is unacceptable. On top of that the people in customer service are so rude and unprofessional. I was not allowed to talk with manager because they said no manager was available 😡. I was upset because I was on the phone for 4 hours with no solution given. Do not trust this company; they just want to lie to customers to make them spend their money.”
“Never knew sears was this wicked with their products protection agreement . I have being calling for the past 4 months with more than 15 times scheduled and cancelled appointment over my new fridge that is about 3 years old Kenmore fridge that they have been repairing right from the first year it was bought . My God ,the representative name Katie that I spoke with today , 1st of July by 2:16 pm is the worst ever. I just want a loaner or a new fridge or fix my fridge for me, People run from buying anything from Sears . their protection agreement is a scam.”
“Absolutely terrible experience! We ordered a fridge May 25th and were given an online date for delivery. It never came with no notification. We called and were given a new date, no one came. It has now been over a month and nothing. I asked if there’s someone I can complain to and was told, “there is no such department.” I hope my cancellation goes through but I am worried. Please do not purchase from them, it’s not worth it!!!”
“I paied money for service promised and still gave not received it .
In fact, paied for sears protection services for years and now that I need
to collect on this service all I have been receiving is 5 months ( and counting) of frustion, no product and seemlingly no end in sight to the run arounds. Yet, I am told I am a valued customer for years.”
“I paid for a kitchen Bundle in stainless steel upon receiving it my dishwasher is black my microwave does not work Sears wants to charge me $250 to fix my microwave in the dishwasher I can’t get any answer on that from stainless steel to black series is Trish I will never deal with them again”
“I have a refrigerator and ordered a repair from sears that cost me a half new refrigerator, I just didn't have the choice. The part arrived by me after 3 weeks because of negligence. They care only to get the money from customers and it is very expensive. No more Kenmore appliances by my home.”
“I wish I can give under zero review. Sears services are worst than i can explain. I am struggling to get a replacement since November of 2023. I am without washer and dryer and There is no one to help. They just toss around to different departments but no resolutions till today. I have paid $500 for my extended warranty but it's total waste and I had spend over 100 hours on the phone with them but all waste of time. no results. I won't recommend them to anyone.”
“Horrible experience. Technician was late, no apology. Had no clue what he was doing. Couldn’t answer question and told me that the repair would be 900 dollars on a 1100.00 three year old fridge. Total scam.”
“If there was any thing like 0 star I will give. I bought a kenmore refrigerator from them for 3 years now and right from the first year, they have been repairing from the fridge part to the freezer part. They have paid once for food spoilage. They have canceled a scheduled appointment 5 times .because they want my protection time to expire .so I don't get no claim. Did I buy a used fridge? This is a question I need answer for.Am I being scammed? How do I survive without a fridge with 4 children that am struggling to feed? Somebody please feel free to paste this for me .because Sears is refusing to listen to my complaint and replace my fridge after several repair within 2 years of purchase. I need to feed my children properly without going homeless because am spending more than am suppose to. Am not keeping quiet till a judge hears my cry.”
“I absolutely love Sears and it was a thrill browsing Sears.com because they had everything I needed and I received everything I ordered and everything I ordered works for me, my family and friends.”
“Terrible customer service. They sell low
grade equipment as new ,if not why would I buy a new product and whthin 2 years ,they have come to repair several times .They schedule appointments and not show up several times”
“Customer service is horrible. Staff does not understand. I have been waiting on a part for 6 weeks. Now they are telling me the part is not in stock. In the meantime my refrigerator is not working. Worst experience ever. By the way I still do not have the part. First part shipped to a wrong address supposedly.”
“I have had it. Our oven is almost 20 yrs old. It stopped working. They have been scamming, lying and pretending that they're going to find the part. I specifically said to the person that need to stop lying to me because we both know they don't have the part. The tech who came to repair it said as much. They take your money and now they don't want to honor their agreement. They promise to call, never call and then stall some more. I'm only keeping the agreement so I can hold their feet to the fire because I'm ready to sue them. We need to band together and DRAG them.”
