Sears Customer Service Issues

When my refrigerator was delivered on Monday, it was left in the garage. Today, the second installation team noticed scratches near the bottom right side of the stainless steel fridge. It seems like the first delivery team might have accidentally scratched it while placing it in the garage. I asked the second team to document it on the delivery sheet and they suggested contacting customer service. I've tried calling twice but have been disconnected by the automated system before speaking to a representative. Please reach out to me at [redacted] or [redacted]. Thank you, Ellon D.

I am Elizabeth Kennedy, and my late husband, Clyde M. Kennedy III, and I have been loyal Sears customers since [redacted]. Until recently, I thought I was also the account owner, but I discovered I was only an authorized user. The City Bank Sears Card associated with the account has been closed, and I am hoping to transfer our long-standing account history to a new account under my name. I reside at [redacted] Forest Valley Ct., Atlanta, GA [redacted], with a home phone number of [redacted] and email address [redacted] At 87 years old, I have income from investments and seek assistance in establishing a comparable account in my name.

Regarding Order # [redacted]74, I placed an order for a Kenmore Elite [redacted] Combo Washer/Dryer on 10/3/18. I was initially informed of a delivery on Friday, 10/12 through text messages, which got changed to 10/15 from 7:00 a.m. to 9:00 a.m. due to building regulations. However, I was surprised to receive a message on 10/14 stating that delivery was rescheduled for 10/15 between 5:30 p.m. and 7:30 p.m. I contacted customer service to ensure a delivery before 4:30 p.m., but they couldn't accommodate. Despite canceling my $2,[redacted] order, I was frustrated with the situation and lack of assistance. I tried contacting Sears again, but faced the same indifferent response. Disappointed with the customer service, I expect a logical and reasonable solution. If the appliance can be delivered before 3:00 p.m. CST on Monday, 10/15, I will retain my purchase; otherwise, I will dispute the charge with my credit card. Seeking a prompt resolution. Thank you. - C.P. [redacted].

I am extremely disappointed with the Sears repair service. I have been trying to resolve an issue since Thursday through the Sears 1-[redacted] number. A repairman was scheduled to visit my apartment Thursday afternoon, so I took time off work to be home. When I called at 5 pm to inquire about the repairman's whereabouts, I was informed that he had already been to my home and nobody was there. This couldn't be true as I live in a secure apartment building and need to be contacted before allowing entry. Despite reassurances, when I took another 2 hours off work today (Monday) for the rescheduled appointment, I was told the same story that the repairman had come while I was allegedly not home. I requested to speak to a supervisor, but the customer service representative was unhelpful and rude. I have wasted nearly 8 hours without work, my dryer remains unfixed, and I have decided to seek services elsewhere. Sincerely, Wendy Peacock. Sears could rectify this by compensating my lost wages, fixing my dryer, and waiving the $99 service fee, but at this stage, I am highly frustrated with the situation and will not consider Sears again.

I am writing regarding a side-by-side refrigerator purchased in January. After multiple repairs, the issue persists, and the unit is now inoperable. Despite ongoing service calls and promises of back-ordered parts, we are left without a functioning refrigerator. The continuous freezing over issue and the recent damage inflicted during a technician's visit have greatly inconvenienced us. We financed the purchase through Sears and plan to dispute further charges until the matter is resolved satisfactorily. I am reaching out in hopes of expediting a resolution to this situation. Your prompt attention to this matter would be greatly appreciated. Thank you, C.C.

Dear Sears Representative, On Saturday, September 29th, a Sears technician visited my Chicago condo to repair a leak in the dishwasher, providing excellent service and suggesting a coil cleaning for $50, which I agreed to. However, upon returning on Monday, October 1st, the refrigerator had stopped working after the coil cleaning. A follow-up appointment on October 9th revealed a costly repair estimate for a malfunctioning part. I disputed the diagnostic fee due to the circumstances. Upon discussion with Adam and his supervisor Francis, it was confirmed that I still owed the fee. Despite my loyalty to Sears for 30 years, the situation remains unresolved. I hope for a fair resolution considering my history with Sears repair services and the inconvenience caused. Thank you, Dann G. [redacted] Email: [redacted]

I am writing on behalf of my brother, Herbert P. He bought a Craftsman Garden Tractor Model No. [redacted]5 on 5/23/[redacted]. We noticed on 10/11/[redacted] that both frame rails were cracked and completely separated. The Owner's Manual warranty states that for five years from the purchase date, the frame and front axle are guaranteed against defects. A defective frame or front axle is eligible for free in-home repair or replacement if repairing is not an option. Despite quoting this to the technician and various people, they are denying the free in-home repair citing that labor costs are not covered. They are requesting $91.00 for the tech visit and $[redacted].00 for labor. As per the warranty terms, free should mean free, without distinguishing between parts and labor fees. We seek support in upholding the warranty agreement.

The condensate pump for my air conditioner failed, causing part of the ceiling to come down with wet insulation. Sears subcontracted Excelair for the installation. After the Sears Tech replaced the pump, they mentioned the original installation was faulty. Daniel R. from Sears Sedgewick Insurance referred me to Carrier Corp. I sent all the necessary information via registered mail on Sept 26, received by Carrier Corp on Oct 1. However, it has been 2.5 months without any response. I can't turn on the furnace because of the insulation on the floor. I seek guidance on who to contact regarding this issue as I hold a maintenance agreement with Sears and believe they should take responsibility. Thank you for any assistance you can provide.

A Sears representative placed an online order for me on October 13, [redacted], assuring me a 30% discount would be applied within 5 to 7 days. Despite receiving an email apologizing for not honoring the discount promise, I never received the confirmation email as expected. After numerous attempts contacting customer service and being promised follow-ups that never materialized, I am feeling extremely frustrated. Even reaching out to the Eddie Lampert executive customer service line has not resulted in any returned calls. I am seeking assistance from higher management to fulfill the discount commitment made by the online representative on October 13.

My name is Mr. Charles Feinberg living in Oahu, Hawaii. I can be reached at [redacted], and my address is 47-[redacted] Mawaena St. Kaneohe, Hawaii [redacted]. I am troubled by the recurring issue with a specific part of my Kenmore Side by Side Refrigerator. The problematic part, STAA125A01 DC 12v [redacted] EAU [redacted]4 SCDco., LTD. VIETNAM, regarding a small motor controlling the ice chute, has been replaced twice recently. Both a representative and a technician confirmed its chronic defects, which cannot be fully repaired, necessitating frequent replacements. Despite Sears acknowledging the issue and the part needing replacement, their protocol involves multiple visits, causing significant inconvenience to my wife and me. I believe this ongoing problem warrants consideration under the Lemon Law and justifies a replacement refrigerator without the persistent faulty component.

10 days ago, Wallace from Sears Home Repair Tech #[redacted] visited my home to fix a leaking 5-year-old Water Softener Model [redacted]. He installed a new timer but couldn't fix the By-Pass value leak, suggesting I get a plumber. He advised buying a Sears Warranty to lower costs. I paid $[redacted] for the warranty and $[redacted].25 for parts and labor. However, a plumber later said the softener was slightly off-level, not a major issue. Research showed the timer's retail cost was $[redacted].19, making the labor $[redacted].06. A new water softener like mine retailed for $[redacted].99 with a $75 rebate and free delivery. The needed By-Pass Value is $58.84. Despite the repair, my softener still leaks, and Sears has $[redacted].25 of my money. After multiple calls to Chuma, Ann, Eric, Wallace, and others, I canceled the plan, requested a refund for the timer, but received no update. I tried to buy a new Kenmore Water Softener, but no installers were available in my area. I request a full refund of $[redacted] for the warranty, $[redacted].19 for the part, and $[redacted].06 for labor. I also want a new Kenmore #[redacted] delivered and installed for $[redacted].99. This experience has been frustrating and time-consuming.

To whom it may concern, I purchased a service for my range, and SEAR Tech has been out twice to replace electronic parts on it. The most recent service was on October 3rd, and then the technician arrived on October 15th without the necessary part. He mentioned that someone from Sears would contact me, but no one did. I recently contacted your customer service number at 1-[redacted] and experienced very poor service. The first representative asked me to hold for an update on the part, but after a 5-minute wait, I was transferred to another lady who hung up on me when I tried to explain my issue. This was quite upsetting. The subsequent representative mentioned that the part for my range was only ordered on October 19th. The repair is estimated to cost $[redacted].50, and I would like a reimbursement for this amount so I can purchase a new range since I cannot be without one. This is the second time I have had to wait a long time for parts. I can provide the receipt from the technician upon request. Thank you.

I recently placed an order on Sears.com for a washer and dryer as part of moving to a new apartment. Due to Hurricane Florence, my delivery was postponed multiple times. Upon finally receiving the appliances and trying to use the washer, I encountered issues with its functionality. Despite contacting customer service and speaking with Ray, I was informed that I couldn't return or replace the items due to it being past 30 days since the order. The unsatisfactory response from Ray led to a dead-end conversation and the call abruptly ended. I'm seeking a resolution to either have Sears pick up the faulty washer and dryer for a full refund or allow me to exchange them for a different, higher-quality set by paying the difference. Ultimately, I hope to receive the level of service and quality my family has associated with Sears in the past. It's important to me to address this issue promptly. Thank you for any assistance you can provide.

I received a recall notice for my air compressor, Model [redacted]12, with a manufacture date of 11-09-04 and purchase date of 1-17-05. I followed instructions, unplugged it, and waited for repair parts. After a month, the technician, Jim ([redacted]), found the parts were incorrect and no longer available. Despite being told by Sears representatives in the Philippines to discard the compressor due to its age, it still works well. I am uncertain how to proceed with my Sears tools. The recall process has been frustrating, with no resolution in sight. I urge Sears to clarify limitations in their tool warranties for customers at the time of purchase. Any assistance would be greatly appreciated. - Frank H.

I am extremely disappointed in Sears Home Repair. I bought a Kenmore washer less than 8 years ago and it developed an issue with the digital latch. I contacted Sears and was given an estimate of $[redacted] for a lock replacement or up to $[redacted] for replacing the board. I agreed to the repair as a new washer would be over $[redacted]. I scheduled for Saturday, October 20th, with a 5-hour window. The technician arrived at 7 pm, two hours late, and informed me the repair would cost $[redacted], double the quoted amount. The technician also tried to sell me a warranty and collected the $99 service fee. I feel misinformed, disrespected, and taken advantage of. Sears' lack of empathy and refusal to refund the $99 fee is unacceptable. I will never purchase a Kenmore product again due to this experience. Sears needs to apologize and refund my money. This is unacceptable customer service.

I ordered a refrigerator for delivery on October 13th between 3-5pm due to my old one breaking down. I took time off work, but the delivery arrived late at 5:30pm with a damaged appliance. I had to order a replacement, scheduled for October 22nd after 4pm. However, I received a call on October 21st stating delivery would be between 9-11am, causing frustration. Despite my efforts, they couldn't accommodate my time preference. I rescheduled for October 24th after 4pm, but then got a call today at 12:30pm saying they would arrive soon, way before the agreed time. After reaching out to @sears cares, the situation wasn't resolved. The delivery team insisted on a different time. I need urgent help from a caring representative to address this issue promptly.

I haven't received any updates about my [redacted] Dodge Avenger that has been at Dillon Drive in Pueblo, CO since October 16, [redacted]. Initially, it was in for an oil change, alignment, and check engine light sensor. They later found a leak in the thermostat housing assembly. After I picked it up, the air conditioning wasn't working, which was fine before. The mechanic kept it overnight but couldn't identify the issue. Eric (ID# [redacted]) said he'd look into it in 24-72 hours, yet I still have no resolution as of October 22, [redacted]. I'm losing $[redacted]-$[redacted] per day without my car for Uber and Lyft. Robert mentioned an insurance inspection by October 24, [redacted], but I haven't been contacted. Despite trying to reach Samuel and Robert, I've had no luck. I urgently need a solution to this problem impacting my earnings. Thank you, Felix Torres. [redacted] Case# [redacted].

I am writing to share our experience with our 75” Samsung television purchased from Sears five years ago and with insurance coverage. Recently, the screen stopped working, and after the technician determined the LCD screen panel was no longer available, we were told Sears would contact us within 24 to 48 hours, which didn't happen. Despite multiple visits from the insurance company, including one on 10/24/18, no progress was made on the repair. Each time we tried to contact customer service, we only reached automated systems instead of speaking to a person, causing frustration. We are eager to have this issue resolved promptly.

On August 24, [redacted], I ordered a new front door with an expected completion time of four weeks; however, as of October 25th, an installation date has not been provided. Despite promises of callbacks within various timeframes, no follow-up communication has occurred. I'm simply looking for the door to be installed and am perplexed by the ongoing issue. Two installation dates were given, the first appearing non-binding as nobody arrived and the second also lacking follow-through. Multiple phone discussions have taken place since then without resolution.

I visited the store on August 25, [redacted] for resizing and diamond replacement on my wedding ring. It's now October 25, [redacted], and despite being told it would take 3 weeks, I haven't received my ring. After numerous calls, I found out the work hadn't even been started when it was returned. I requested to speak with store manager Ashlynn I, but didn't receive a call back as promised. We paid $89.99 for a lifetime warranty that they claimed wasn't valid. On October 9th, I was given my ring back, only to find a loose diamond. Although they agreed to fix it on a rush order, it's now October 25th, the original wait time, and I still don't have my ring. When I inquired about the status, the response was dismissive. My husband called today to check, and after promising information, the employee, Cierra, abruptly hung up. As a former 6-year Sears employee, I find this level of service wholly unacceptable.