Is Sears Still in Business? Kind Of. But Is It Still Serving Customers? That’s Another Story.

Imagine this: you buy a major home appliance—let’s say a refrigerator—with the peace of mind that comes from a warranty. A few years go by, the fridge needs servicing, and you think, “No problem, that’s what the warranty is for.” But when you try to schedule the repair, the company’s customer service line is down. Not for a few hours—for more than a week. No access to your file. No help. No one seems to care.

That’s exactly what happened to a viewer named Rhonda, who turned to TrustDALE after hitting a brick wall with Sears. Unfortunately, her experience isn’t the exception—it’s the rule.

 

Sears Is Still Around… Technically

If you grew up flipping through the Sears catalog, you probably have fond memories of the brand. For decades, Sears was the gold standard for American retail. But the version of Sears that exists today? It's barely a shadow of its former self.

The downfall of Sears began long before Rhonda’s warranty debacle. After merging with Kmart in the early 2000s, Sears Holdings lost a staggering $10.4 billion between 2011 and 2016. By 2018, the company had filed for bankruptcy.

That’s when a new entity—Transformco—stepped in and scooped up the remains of both Sears and Kmart. But here’s what most consumers don’t realize: while the brand name stuck around, the structure underneath collapsed. The friendly neighborhood Sears store? Gone. Their in-house technicians who used to come fix your fridge? Replaced by subcontractors. Their reliable customer support? Now mostly outsourced, and notoriously unhelpful.

 

Who’s Actually “Minding the Store”?

It’s not just Rhonda. Over the past few years, thousands of complaints about Sears customer service have poured in (according to the BBB, there have been 6,389 just in the past 3 years).. Many echo the same frustration: endless hold times, non-functional service portals, and agents who simply don’t have the power to help.

Even when you manage to speak to someone, chances are they’ll be a third-party contractor with limited access to your warranty info. It’s a maze of subcontracted services and vague ownership structures, where responsibility is kicked down the road until it disappears.

Let’s call this what it is: a consumer protection nightmare.

Rhonda asked if this might be a way for Sears to dodge their warranty obligations. While that may not be the official plan, the practical result is the same. Consumers are being left in the lurch—without support, without recourse, and without the product reliability they were promised.

 

 

What Can You Do If You’re Caught in the Sears Trap?

If you’re dealing with Sears or thinking about buying a product from them—or their outlets—here’s the blunt truth: don’t.

When no one is truly “minding the store,” you, the consumer, are the one left holding the bag. Instead:

  • Research who actually services the warranty for any product you buy—not just the brand on the box.
  • Stick with retailers that stand behind their products and have reliable, local service technicians.
  • Avoid outlets tied to bankrupt or restructured companies with spotty customer service records.

And if you’re already caught up in a warranty dispute with Sears or Transformco, consider escalating your complaint through your state consumer protection office or the Better Business Bureau. While not a silver bullet, it may help get someone’s attention.

 

Final Takeaway

Once a retail icon, Sears is now a cautionary tale of corporate collapse and broken trust. Rhonda’s story—and those of so many others—reminds us that a familiar brand name isn’t a guarantee of quality service anymore. In today’s retail landscape, it pays to ask hard questions about who’s really behind the warranty—and whether they’ll be there when you need them.

Frustrated by a similar experience? You’re not alone. Let us know what happened in the comments, because your experience could help others avoid the same trap.