Sears Customer Service Issues

On May 17, [redacted], a home service technician visited to diagnose my Sears top-load washer. She determined I needed a lid switch, and I paid $89.00 for the service call along with pre-payment for the switch and the following service call at $89.00, totaling $[redacted].46. After waiting for about 3.5 weeks for the part, I received a lid instead. Unable to wait longer, I fixed the washer myself. On June 4, [redacted], I contacted Sears home service for a refund but faced challenges with representative Dalle. After a long conversation, supervisor Joselyn issued a claim number but promised a call from a daytime manager within 72 hours, which didn't happen. Due to time spent in the hospital and being disabled, I tried multiple times to resolve the issue, encountering difficulties each time. Despite speaking to corporate, the matter remains unresolved. My claim stands at $[redacted].46. I seek a prompt resolution and reimbursement. Thank you.

I am writing to express my disappointment with my recent order delivery experience. I placed an order on Monday, Sept 3, and was scheduled to receive the delivery on Thursday, Sept 6. However, upon checking the status, I discovered that the delivery address was incorrect and had to make changes. Despite confirming the correct address with Sears and the delivery company, the delivery was attempted at the wrong location. After multiple phone calls and explanations, the issue was only resolved by rescheduling the delivery for Saturday with a minimal compensation of 5%. I believe that as the customer inconvenienced by this situation, a more substantial compensation would have been appropriate, especially considering I had paid for the delivery for Thursday. This experience has left me disappointed with Sears' service. I hope that steps can be taken to prevent similar issues for future customers. I would appreciate a response to this email to acknowledge my concerns. Thank you for your attention to this matter. Sincerely, Tracey Shier.

I obtained a life insurance policy from Sears Life Insurance Company on October 11, [redacted], with Policy # [redacted]3. Around late [redacted] or early [redacted], I contacted Sears to verify the policy type, and they informed me it was an Accidental Death Policy. Since I didn't need it, I requested the policy to be canceled, thinking nothing of it until December [redacted]. I noticed a $9.80 deduction by AHL (American Health and Life) from my account. After investigating, I learned that Sears had sold the company to AHL. Sears couldn't provide me with a copy of the cancellation as AHL supposedly had it. AHL has been deducting this amount for approximately 11 or 12 years without my authorization. Despite my efforts, AHL claims they have no record of cancellation without me providing proof. I have been a loyal Sears customer and had no knowledge of this ongoing deduction. I reached out to the Texas Bureau of Insurance with no resolution. I'd appreciate any insights on this matter. Patricia Connelly, Tel [redacted].

I purchased a Kenmore canister vacuum on September 5th, [redacted], with order number [redacted]44. I filled out the order form to use my $26.21 customer points that expire on September 30th, [redacted]. However, when my order was finalized, the points were not included in the transaction. I kindly request a credit of $26.21 to be applied to my MasterCard, which was charged $[redacted].08, to adjust for the points I intended to use. If I am unable to utilize my points, I will return the item. The online site displayed my points being used, but they were not reflected on the final receipt. My points are set to expire soon, and I hope to resolve this promptly. I am disappointed with the customer service experience, as local stores have closed, and contacting U.S.-based support would have been preferable over reaching out to representatives from the Philippines. I hope for a swift resolution and for the $26.21 credit to be issued on my credit card.

I contacted Sears to repair my dryer, as it is not producing heat and failing to ignite. The technician's initial visit was unsuccessful due to the lack of proper test equipment to assess gas pressure. Following instructions from the supervisor indicating the pressure should be 8-10 lbs, I purchased and installed a gauge for testing. However, despite multiple appointments, there have been instances where the technicians did not show up, rescheduled, or falsely claimed to have attended when they had not. My Sears Kenmore dryer, purchased new with a propane conversion kit, has been out of order for months. Having missed work twice and the upcoming appointment on Thursday the 13th, I am concerned about another no-show. As a self-employed individual, a missed day of work means no income. I am relying on the warranty to repair or replace the appliance. Any assistance would be greatly appreciated. Thank you, Phil and Roxanne M., residing at [redacted] Soda Springs Rd, Los Gatos, CA, [redacted].

I placed an online order for a television on 9/6/18 using the leasing program. The lease went through with approval code 63CW38G and charged $[redacted] to my debit card. Sears cannot locate my order, leaving me with a processed lease but no confirmation of my purchase. I spent hours on the phone with Why Not Lease It and Sears trying to resolve this. Why Not Lease It requires a sales receipt to cancel, which I don't have due to the missing order at Sears. I am stuck in a lease without the TV I paid for. I'm seeking assistance as the Sears customer service representatives were unable to help me. I possess the lease contract, but nothing from Sears to show my order.

I bought an outdoor dining table and chairs in April, and a week later the glass exploded while I was using it, causing injuries. I contacted Customer Service, and they promised to replace the glass. Despite multiple attempts and providing evidence, the issue remains unresolved. I hope to shop at Sears again and seek a prompt resolution. Thank you, Lisa Fenn.

I bought a Kenmore refrigerator in July [redacted], together with other appliances, and have been getting the maintenance policy yearly on all of them. For the past two years, my refrigerator needed service. This year, the freezer works while the refrigerator doesn't cool properly, it keeps freezing. At the beginning of August, they found an issue with the pantry thermostat. A week later, they had an outsourced team install it on August 17, but the problem persisted two weeks later. Now, there's a new diagnosis for another part. Today, when the service person arrived to install the new part, he couldn't do anything because the board was frozen, and I was told he can only come back when he has other appointments in the area. I've had to go without a fridge for the weekend, and I find this unacceptable. There were previous issues with the refrigerator freezing and leaking water on the floor two years ago. I am losing confidence in the diagnosis process and the service provided. I am hoping for a better response. Thank you.

On August 9th, [redacted], I placed an online order using my credit card. The item arrived from a market seller without any paperwork. Unfortunately, the size was incorrect, so I tried to return it. After multiple attempts to contact the seller, they offered me $4.00 to keep the item as a gift, which I found unacceptable. Through numerous phone calls, I tried to resolve the issue. Eventually, I was provided with a return address and instructed to email the tracking number to the seller. After following these steps and waiting, I had to make additional calls to ensure the return was processed. It wasn't until September 13th, [redacted], that I finally saw a credit on my credit card. The experience was frustrating and disappointing, despite the professionalism of your representatives. The lack of communication and respect from the market seller has left me dissatisfied and hesitant to repeat the process.

I recently bought an expensive front-load washer and dryer. Unfortunately, the washer has been vibrating since the beginning. Today, I had a technician scheduled between 12 and 4, with a confirmation voicemail received yesterday. However, no one showed up by 4, so I called the 1-[redacted] number. I was informed they were running behind and would arrive by 5:30. 6 o’clock passed, and still no technician. I was then told my appointment was rescheduled for the 24th. I feel frustrated about having to take another day off, and I believe compensation is fair for the inconvenience. It has been challenging to communicate with someone proficient in English, and this experience has made me question future purchases from Sears, where I've been a loyal customer with multiple appliance purchases over the years.

We purchased a refrigerator in November [redacted], and in July [redacted], the handle around the screw cracked. After ordering a replacement handle and being initially informed it would ship by August 26th, we now face uncertainty about when it will arrive, with an explanation given via chat about high demand. We visited the store with receipts and a protection agreement, leading to an email from a manager requesting 24 hours to address the issue. However, after 5 days and a follow-up call involving lengthy holds and no resolution, frustration is mounting. A visit back to the store is planned for Monday as patience wears thin. Prompt assistance is sought as the desire for a functioning refrigerator grows urgent, especially if the new handle may encounter the same issue. Brenda Benson, North Augusta, SC.

I am seeking Sears to honor the information provided to me about repairing my Kenmore dishwasher. I called 1-[redacted] on Aug. 30, [redacted], at 3:45 PM Central Daylight Time to arrange the repair for model# [redacted]2K603, serial# F[redacted]7. The representative assured me that the control panel issue could be fixed on-site during the first visit and that the diagnostic fee would be deducted from the repair cost. However, when the technician came on Sept. 5, the $89.00 diagnostic fee was not deducted as promised. When I called on Sept. 17, I was informed that I had been provided with incorrect information initially. I made my decision based on the details given by Sears, and I expect them to honor their commitment. The technician quoted $[redacted].00 for labor and $[redacted].97 for the part, totaling $[redacted].45. Deducting the $89.00 diagnostic fee, I should only be charged $[redacted].45 as per the initial agreement.

On Friday the 14th, I stayed home waiting for a technician to repair my dishwasher, but he did not show up. After using Sears chat to inquire, I was informed that the technician marked it as 'No one home'. Despite requesting for another appointment urgently, the next available slot given was on the 25th. I asked for a Supervisor to contact me, and was assured someone from customer service would reach out within a business day. However, it is now Tuesday night, and I have yet to receive a call. I am eager to have my dishwasher fixed promptly and not endure another long wait. I'm tired of hand-washing dishes and seek a swift resolution.

I need to return my washer and dryer, but I missed the deadline by a week due to recent natural disasters. I tried contacting Sears online for over a week without success, amidst the chaos caused by the tornado and hurricane in my area. The appliances are fine, but I'm moving, hence the urgency. Today, my experience trying to reach Sears was frustrating, as I felt like an unimportant customer. Despite being in customer service myself, the support I received from representatives in the Philippines was disappointing. I was bounced around for over two hours and ultimately directed to a closed store. This is the second time I've faced such issues with Sears, and it's disheartening. The washer and dryer are Kenmore, and I can be reached at [redacted]. Thank you for your attention.

I contacted my local Sears store in Union Gap, WA and navigated through the department listings until I reached the Repair Service. Initially, I had difficulty with automated systems requesting my phone number, then spoke to representatives who seemed disinterested in providing good customer service. Despite multiple attempts to connect to the Repair department, I encountered communication issues with representatives from different countries. Frustrated, I hung up and tried to contact the Sears store directly, but faced difficulties reaching the right department. I wanted a technician to repair a burner on my Sears Elite glass top stove, but the experience left me feeling unvalued as a customer. I am now considering seeking service from a local independent store that prioritizes customer relationships.

There were two signs in the vacuum cleaner section of the Arbor Place Mall Sears in Douglasville advertising a promotion where you could send $[redacted] and get $[redacted] cash back. Despite the signage still being up, I was informed that the promotion had expired and wouldn't be honored. The store manager stated that the promotion was not Sears' but through Citibank. Although I understood this, the signs were placed by Sears employees, not Citibank. Even after finding another sign offering $60 cash back with a $60 purchase, I was told that promotion had also ended. I believe Sears should honor the advertised prices on their signs, just like other stores do.

I placed an order on Sept 2nd and picked it up on Monday, Sept 10th. Despite contacting customer service and SYW customer service multiple times, the item still shows as not picked up, leading to me not receiving my SYW $[redacted]. I reached out to the Hickory location where I picked up the item and Manager Joyce confirmed it was picked up. After many follow-up calls and messages, I am still without my SYW $[redacted], and the status still shows the item needs to be picked up. I am frustrated and seeking a resolution today, as I have been told before it would be resolved within 24 hours. ORDER# [redacted] SALES TICKET # [redacted]42 SALES TICKET #[redacted]41 Thank you for your assistance in resolving this matter. - C.K.

I am utterly amazed by the terrible customer service I received from Sears. I recently bought a new washing machine from them, and during the delivery, I encountered the rudest installer, 'MR NO'. He seemed upset the whole time and refused to complete the installation properly. Despite having a list of excuses, including corroded valves and inability to remove a single screw, he left the machine uninstalled in my kitchen. I paid for installation as part of the sales agreement, but all I got was a surly delivery man who didn't do his job. As an 82-year-old, it was unreasonable for Sears to expect me to set up a heavy washing machine alone. Thankfully, my son had to take time off work to finish the installation properly. Sears should not allow such unprofessional behavior from their delivery staff. I'm now contemplating returning the washing machine despite liking it, as the installation service was a major letdown. Next time, I won't be making the mistake of using Sears again. Thank you, Patsy Y. [redacted] E. Ranchette Rd. Inola, OK [redacted]

Good evening, My name is Matthew B. I recently bought a seven-piece outdoor dining set from the Sears in Bowie, MD. On September 22, [redacted], my fiancé and I decided to buy it for our new home. On September 23, [redacted], I got a truck and a friend to help move it into my home. After purchasing the item, I realized the chairs were a different color from what I picked. I called the store multiple times, spoke with manager Julius W., who was not helpful. He suggested I return the set. I am disappointed by this experience, as it led to four trips to Sears and inconvenience. I just wanted to share my experience regarding this purchase and interaction with the manager. Respectfully, Matthew B.

Regarding Order# [redacted]40, I purchased two pairs of Everlast Men's Running Pants in size XXL Color: Black Onyx on August 11, [redacted] for my husband's trip to Mayo Clinic in Jacksonville, FL. However, when the order arrived, the pants were Gray instead of the Black Onyx we selected. We wanted to exchange these for the correct color. We kept one pair of gray pants that were in the shipment but returned the two incorrect pairs on September 13, [redacted] via USPS, at a cost of $11.75 for postage. I have not received any updates from the company as of today, September 23, [redacted]. I am reaching out to inquire about the return process.