The following are issues that customers reported to GetHuman about Sears customer service, archive #11. It includes a selection of 20 issue(s) reported September 24, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have experienced a significant delay in receiving the parts for my adjustable bed frame, which has been unresolved for over two months. The store where I made the purchase has closed and the responsibility has been passed around without a resolution. Despite numerous attempts to reach managers at both the closed store in El Cajon and the delivery warehouse led by Juan Ochoa, I have not received any assistance or acknowledgment of my issue. Communication with the Chula Vista store has also been unsuccessful, as I have left messages and spoken to staff without any response from a manager. I am frustrated with the lack of accountability and poor customer service throughout this process.
Reported by GetHuman-keriwash on lunes, 24 de septiembre de 2018 22:01
I made a purchase on 9/17 and noticed that one item was discounted the next day. I contacted Sears via chat and was informed I would receive a credit to my bank account. I received an email stating that a credit of $8.18 was issued for the toaster oven I purchased. However, after a week, I followed up with Sears through chat and had difficulties. Despite the email stating a credit to my bank account, the representatives insisted the credit was in points, not to my bank. After several frustrating chat interactions, including with a manager, it was clear that there was confusion about the form of credit I was supposed to receive. The inconsistent responses have left me unsatisfied, not solely for the money but for the principle of the matter.
Reported by GetHuman-kimwkimw on lunes, 24 de septiembre de 2018 23:45
Subject: Safety Concern with Stove/Oven Purchase
Dear Customer Service,
We would like to address an issue regarding the stove/oven we bought from your store with good intentions. The 30” Slide-in Electric Range, model [redacted]0, was purchased on 4/14/16 as part of our new kitchen setup. Despite minimal use, the front piece of the oven door, crucial for baking, detached unexpectedly on August 30, [redacted], revealing it was only secured with Velcro and glue.
The lack of solid support for such a critical component poses safety risks and calls for a replacement. We believe a discount on the repair cost of $[redacted], paid to a Sears repairman on 9/17/18, is reasonable given the structural design flaw of the oven. We kindly request either a proper fix of the stove or a revision of the repair charges.
Sincerely,
B. & R. A.
[redacted]
Reported by GetHuman-coneflou on martes, 25 de septiembre de 2018 19:22
My name is Kay. I purchased a snowblower from the Jordan Landing Sears store in SLC, UT, which is closing. Initially, I thought I was getting a good deal because the clerk at the store even verified the price of the snowblower online. However, upon checking later, I discovered that the same snowblower is now $97 cheaper online, and today it's $[redacted] cheaper. Since all sales are final, I am disappointed that I can't return the snowblower, especially because the clerk was aware of the lower online price. I am unsure if Sears will refund the price difference. Can you assist me with this situation?
Reported by GetHuman1203190 on martes, 25 de septiembre de 2018 19:59
I contacted for dryer service and it turned into a frustrating experience. After navigating through the menu and speaking with a technician about the drum squeaking issue, I was tossed between different staff members without getting a service scheduled. The technician I was later connected to declined setting up a service call, claiming she couldn't hear the problem over the phone. When expressing my disappointment and questioning the point of having a maintenance agreement, I was met with unhelpful responses. Requesting to speak to a supervisor was unsuccessful, and I ended up being redirected to Samsung for service. This ordeal left me unsettled by the technician's demeanor. I am hoping for a more positive resolution from Sears.
Reported by GetHuman1217973 on jueves, 27 de septiembre de 2018 15:37
To the concerned party,
Being a loyal Sears customer for over five decades, I have faithfully purchased a Protective Agreement each year. In the past, Sears offered prompt and reliable service with clear communication on technician arrival times. However, recent experiences with scheduling service for my GE Monogram refrigerator due to thermostat issues have been deeply disappointing. Over the past four months, I have faced repeated rescheduling, inconveniences, and losses.
Despite multiple appointments, the technician failed to arrive during the agreed-upon time, causing undue stress and wasted time. An inspection revealed necessary parts, which were ordered and received, but subsequent appointments were still marred by delays and lack of punctuality. This ongoing issue has resulted in significant food spoilage and frustration. The process to claim for the food loss on the website was found to be impractical and inefficient.
Demanding better service and respectful treatment, I highlight the need for adherence to scheduled appointment times and improved oversight of contracted repair services. As the refrigerator issues persist, prompt resolution and appropriate compensation are expected. I anticipate a prompt and satisfactory response to address these grievances, as future engagements with Sears may be reconsidered. Your attention and action on this matter are appreciated.
Sincerely,
[Initials]
Reported by GetHuman-lyndaale on viernes, 28 de septiembre de 2018 7:26
I scheduled a repair for my refrigerator. The appliance was supposed to be fixed, so I bought food. Unfortunately, it froze up again and ruined everything. After rescheduling, the technician fitted another sensor and assured me it was working fine. I purchased more food, only for it to freeze once more. Another reschedule and the technician informed me that the control board was faulty. I ordered the board, but customer service mentioned they couldn't honor the return date and requested me to reschedule. Frustrated, I've decided to cancel the repair altogether. I now want to return the part for a full refund. Can you please provide guidance on this matter? Thank you.
Reported by GetHuman-rschu on domingo, 30 de septiembre de 2018 15:10
On September 17, [redacted], I cancelled my Sears Warranty with Anya, a representative at the Membership Department, and was provided with a confirmation number for the refund. Sam Dimson from Sears Home Repair assured me he would cancel the service order and parts (ID#[redacted]) within 24 hours (Reference #[redacted]).
The next day, Jules from Customer Care for Home Repair confirmed the cancellation and promised to verify the refund amount with the Billing Team or Customer Solution Team within 24 hours.
Speaking with Case Manager Quinn from the Customer Solution Team on September 20, I was informed about the sent cancellation notice and a $89.00 diagnostic fee. Quinn said he would send notification to the Service Unit.
A follow-up chat with Chris from Customer Solutions Team on September 21 revealed that my case was reported to the Billing dispute and Unit Team, with a waiting time of 24-48 hours.
On September 25, Christina from Customer Solution Team confirmed the cancellation of all future appointments and parts orders, with no additional charges found under my account with Sears or A & E. She advised me on returning the received parts.
Most recently, on September 27, I spoke with Even from the Customer Solution Team regarding 4 packages, one of which was misdirected. He assured me the Sears technician would contact me soon to arrange for the return of the packages and process the refund.
Reported by GetHuman1243823 on lunes, 1 de octubre de 2018 21:56
Our Sears chest freezer is showing signs of icing under the lid and around the top seal. Despite four service visits and even a new gasket replacement, the leaking issue persists. During the last visit, technicians attempted to use a heat gun without success. We purchased the freezer on May 15, [redacted], and had it delivered on May 17, [redacted]. The problem with the freezer began from the start. Technicians claim the icing is normal for this type of freezer, but we could not find any information in the owner's manual to support this. It is concerning to have a new freezer that leaks air and frost accumulates in unwanted areas. We believe a replacement freezer that does not have these issues should be provided.
Reported by GetHuman-dk_huffm on martes, 2 de octubre de 2018 0:13
I have been a loyal Sears customer for my home appliances since [redacted], purchasing warranties and extended coverage over the years. Recently, my side-by-side refrigerator has started leaking water from the dispenser in the door. Unfortunately, due to its age (from [redacted]), there are no available parts for repair, and Sears refuses to provide a replacement because half of the fridge is still functioning. This leaves me with a leaking refrigerator that is not functional. I find it disappointing that after investing in extended warranties, I am now being told that I am out of luck when the appliance cannot be fixed. It feels like a scam to sell warranties but then not follow through on repairs or replacements. I would appreciate being able to repair the unit with aftermarket parts or receive some form of resolution instead of being left with a partially working and leaking appliance. It is disheartening to see Sears treat loyal customers this way when appliances reach the end of their lifespan.
Reported by GetHuman1249001 on martes, 2 de octubre de 2018 19:29
On September 23, I purchased a Kenmore refrigerator with a promised delivery on Saturday, September 29. Unfortunately, I received an email on Friday, September 28, informing me that the delivery was rescheduled for October 6. I specifically chose Sears for the Saturday delivery and even paid extra for this service. Despite requesting a delivery time after 5 pm due to work constraints, the delivery arrived early. To make matters worse, the fridge door opened on the wrong side. When I contacted Sears for assistance, the customer service experience was unsatisfactory. Not only was I unable to schedule a repair for a convenient time, but my request for a Saturday or late afternoon appointment was dismissed. This entire experience has left me extremely disappointed, and I will not be patronizing Sears in the future.
Reported by GetHuman1250947 on miércoles, 3 de octubre de 2018 1:38
I am contacting you concerning Teresa R. in Denver, Colorado. I am filing a complaint with the BBB and the local Spanish and English news outlets. There is an issue with discrimination towards a disabled woman of Hispanic descent who does not speak English well. She has been waiting for her refrigerator to be replaced for two months and has been faced with delays. This situation is concerning as she is diabetic and requires a place to store her insulin. I urge prompt action to replace her refrigerator to avoid further health complications. She has diligently documented all communication attempts. Kindly address this matter promptly to avoid legal action or media involvement.
Reported by GetHuman-rociome on miércoles, 3 de octubre de 2018 2:06
On June 22, I contacted Sears Home Repair for my refrigerator issue and received an estimate. After paying a $99.00 diagnostic fee, I proceeded with a $[redacted].94 payment for the repair. Unfortunately, the technicians were unable to fix the refrigerator and advised me that it would likely fail again soon. They assured me of a refund of the $[redacted].94, as documented. Despite following up with the IOC in July and contacting the local office later, I was only told that my paperwork was in order, and I should expect the refund on my credit card within 7 to 10 days. It has been almost 3 weeks since then, and the credit has not been processed. The service was booked under phone number [redacted]. I kindly request the prompt processing of the $[redacted].94 refund to my credit card.
Reported by GetHuman1253252 on miércoles, 3 de octubre de 2018 14:53
Order # [redacted]08
Bob S.
[redacted] S Hwy 16 West
Buffalo, WY [redacted]
I placed an order for a Samsung microwave with Sears online on 9/3/18. Upon picking it up from the Sheridan, WY store on 9/28/18, we discovered extensive damage from what appeared to be a previous drop. Despite the outer shipping box looking undamaged, the microwave had bent sheet metal, scattered parts, and a door that wouldn't close properly, making it unusable.
The Sheridan store informed us they couldn't process a refund as we needed to contact a Sears corporate store, directing us to Casper, WY, [redacted] miles away. After struggling through their phone menu, I left a message but received no response.
After multiple attempts to resolve the issue online, I encountered language barriers and difficulty getting assistance. Finally, I found a return solution that requires a [redacted]-mile trip round-trip to Casper and deducts $25 from the $[redacted].46 paid.
Having been a loyal Sears customer for over 60 years, this recent experience has been disheartening.
Thank you,
Bob S.
Reported by GetHuman1264853 on jueves, 4 de octubre de 2018 21:48
On September 7, [redacted], a Sears technician visited our home to inspect the icemaker in our Kenmore fridge, as it was not dispensing ice. Upon examination, he advised that a new icemaker was required as the existing one was unrepairable. Following this, we proceeded to order the icemaker along with a new water filter and made payment by check as per the technician's estimate. Subsequently, we were informed that the parts would arrive the following week for installation. However, after reconsideration, my spouse and I decided against the purchase. We promptly contacted Sears to cancel the order. Despite rejecting the merchandise upon delivery by UPS and its subsequent return, we have yet to receive a refund. Our attempts to address this issue with various Sears representatives have resulted in conflicting timelines for the refund. We are disappointed by the prolonged delay and seek a resolution as promptly as possible.
Reported by GetHuman-artsyl on viernes, 5 de octubre de 2018 20:06
I had a technician named Ron Malcolm from Links Small Engine Repair in Bloomfield, CT, come to my house in his car to tow my lawn tractor for repair. I have had a repair agreement for over 25 years and am used to having technicians arrive with tools in a van to work on the tractor on-site. I am frustrated with the change in service and the lack of communication from Links Small Engine Repair. I had a previous appointment with them that they missed without notice, causing me inconvenience. I expect better service and communication from the company.
Reported by GetHuman-watchdg on lunes, 8 de octubre de 2018 21:42
On September 29, [redacted], I purchased a convection oven and over-the-range microwave with a promised delivery date of October 12th. However, I received a call on the 10th notifying me that the delivery was rescheduled for October 22nd. This change has left me extremely dissatisfied. If my appliances are not delivered by October 22nd, I will need to cancel my order and cease doing business with Sears. The customer service experience has been incredibly frustrating, especially after dealing with a similar situation when ordering mattresses for my elderly mother-in-law. Despite our loyalty to Sears, this recent experience has been disappointing.
Reported by GetHuman1310805 on miércoles, 10 de octubre de 2018 18:55
I am frustrated with the customer service experience I had with Sears regarding my broken Kenmore vacuum. The first representative, Rinnie, referred me to another representative named Aaron Jackson who insisted I take the product to a store for repair, which I cannot do without a receipt. Upon contacting customer service, I was transferred between four people within five minutes and none of them could assist me effectively. The language barrier further complicated the situation. After spending an hour and a half on the phone and online chat, I am left with a costly broken vacuum and no resolution in sight. I am seeking help to either repair or replace the vacuum as it is too expensive to discard. I hope to receive consistent and helpful assistance soon.
Reported by GetHuman-leahross on jueves, 11 de octubre de 2018 13:33
On October 12, [redacted],
Hello,
Months ago, a person named Bill from Direct Buy left a voicemail regarding a warranty for a Sears product. He provided a contact number, [redacted]. After being away, I listened to the message yesterday and called the number, but no one knew about Bill or Sears. I was directed to contact numbers listed on a Sears Protection Plans pamphlet I got on Feb. 23, [redacted] when I bought a Kenmore Electric Range, Model 970C6332. Unfortunately, none of the numbers work, and I found out Sears Canada no longer exists.
As per the Sears pamphlet, I am supposed to receive a coupon from Sears matching the price I paid for the Protection Plan. If no claims are filed, the coupon can be used for most Sears purchases at double its value, totaling around $[redacted].00 Canadian in my case.
Could you please advise me on the next steps to take to acquire the coupon and process the refund?
Thank you,
K. M. Barczynski
Reported by GetHuman-mirobar on viernes, 12 de octubre de 2018 17:02
I purchased a lifetime alignment service and visited Sears Auto Center in Ridgeville, Minnetonka, MN twice for alignments - the first time a year after my purchase and recently. Each time they claimed the alignment was fine, but shortly after the last visit, another repair shop said it needed to be realigned, just a week after Sears had worked on it. When I asked Sears for help with a tire issue and a road hazard claim, they refused, stating it wasn't part of their paid services. This raises concerns about the quality of service I received - now I am seeking a refund of $[redacted].00 for the alignment that was not done. Their lack of assistance in escalating the matter to a manager has been frustrating. I've tried calling various numbers provided on their website but have been transferred multiple times with no resolution. I hope this can be resolved promptly.
Reported by GetHuman-mmoseych on viernes, 12 de octubre de 2018 18:15