Sears Customer Service Issues

I had a concerning experience with a repair technician named Tom who came to fix my furnace humidifier. Tom arrived late at 5 pm, despite promising to be there between 1 and 4. When I inquired about the leak, he rudely claimed there wasn't one without thoroughly checking. Tom had an unpleasant attitude and seemed reluctant to be there. When I mentioned water on the floor, he dismissed me and seemed annoyed. His lack of professionalism and dismissive behavior left me feeling frustrated and upset. I felt uncomfortable with his presence, especially when he abruptly left, citing feeling threatened. As a loyal Sears customer for 50 years, this was the first time encountering such unprofessionalism. I will be sure to request a different technician in the future, as Tom's demeanor and lack of care for the work performed were unacceptable.

I visited the Sears at [redacted] Florin Road in Sacramento, CA at 8:49 pm to find a specific roof rack. Despite the posted store hours stating 9 pm, a manager in a black top abruptly locked the doors before I could enter. Disappointed by the rude service, I decided not to shop at Sears anymore. I rushed to another entrance, only to find all doors closed earlier than the listed hours. Eventually, I learned from a helpful lady that roof racks are only available in the auto service center. She mentioned the manager who locked the doors was named Meline. This experience was unpleasant and reminded me why I had avoided shopping at Sears for a while.

On October 6th, [redacted], I placed an order for a mattress, foundation, and a frame, with a delivery date of October 12th. Unfortunately, after several rescheduled delivery dates and last-minute cancellations, I have faced inconvenience and unexpected expenses. The lack of timely communication and reliable delivery dates has been frustrating. Despite being flexible with open delivery windows, I have continued to face delays and uncertainty. The latest cancellation on the morning of the 26th, after a scheduled delivery time, has been disappointing. Being unable to reschedule immediately and facing a further wait of 24 to 72 hours for a new delivery date is a significant inconvenience. The order number for reference is [redacted].

I recently shopped at Sears in Haywood Mall, South Carolina, spending $85.51. The sales associate told me I could receive $25.00 in free cash to use in-store on 10/26/18 by texting a pin on my receipt. Despite living in a state where Sears has closed, the associate assured me I could still redeem the offer. However, when I tried to use the pin today, I was told I was not in the system and couldn't get the reward. I feel misled and frustrated by my experience, especially considering the time and effort I spent on this. It's important for companies like Sears, especially considering their financial situation, to prioritize customer satisfaction. I believe I deserve compensation for what happened. I will be returning my purchases. - S. White

Dear SEARS Customer Support, I recently learned about SEARS filing for bankruptcy, possibly under Chapter 11 protection for reorganization. My experience with SEARS from 8/11/18 to 10/11/18 highlights areas that could benefit from restructuring. Initially, I contacted SEARS regarding my freezer not functioning. Despite several interactions, including Amor coming to my home to order parts, the repair process faced setbacks such as delayed part deliveries and appointment rescheduling. My concerns involve the accuracy of Amor's diagnosis, coordination of part deliveries with appointments, and the effectiveness of the repair carried out by Andre. The lengthy wait times for maintenance appointments also raised questions about the value of having a maintenance agreement with SEARS. Despite these challenges, the majority of SEARS staff displayed courtesy, except for a minor incident with Andre. It is commendable that Andre improved his professionalism upon his return visit, reflecting possible counseling. Sincerely, Alice Faye S.

I recently purchased a fridge for $2,[redacted], which was installed correctly. However, I then ordered a dishwasher, expecting it to be uncrated, placed, and the old one removed. Unfortunately, the new dishwasher was left in its crate outside in the rain for two weeks despite multiple phone calls to address this. After speaking to a helpful supervisor, a free installation was arranged, but the team sent later could not assist. Subsequent calls led to more promises but no action. My $[redacted]-$[redacted] dishwasher remains untouched on my patio, and I seek either the promised installation or a full refund. I am disappointed by the lack of follow-through and would like this escalated to someone who values customers. I plan to reach out to the director of customer service to highlight these issues. Thank you for your assistance. Best, S.J. [redacted]

I recently purchased a $2,[redacted] fridge that was successfully installed, but encountered issues with the delivery and installation of a dishwasher. Despite assurances in the order that the dishwasher would be uncrated, set up, and the old one removed, it was left in the crate exposed to the rain for two weeks. After multiple phone calls, a supervisor arranged a free installation, but the technicians refused to install it upon arrival. Another request was submitted, but there has been no progress in over a week. I am disappointed by the lack of follow-through and would like either the promised installation or a full refund. I feel undervalued as a customer, having spent over $[redacted] on appliances recently. I urge for this issue to reach someone who values customer satisfaction. Please assist in resolving this matter promptly. Best, Sheena J. Sent from my iPhone

My husband and I bought a Kenmore washer from Kmart nearly 3 years ago after our original Sears washer stopped working after 13 years. With a family of 6, I hope you can understand my frustration. Our washer isn't spinning, and the service technician took only 20 minutes in my home without much progress in diagnosing the issue. He mentioned the labor cost of $[redacted].00 and parts totaling $[redacted].49, with a return date of November 12th. This leaves my large family without a washer for a month. The amount spent on parts could almost purchase a new washer. Can this be justified? I believe a reimbursement for having to go to the laundromat twice a week would be fair. I request a voucher for the part's cost to buy a new washer promptly. Contact me at [redacted]. Thanks for your attention. Shelly R.

On Friday, October 5, [redacted], I placed an online order for a Bosch dishwasher with order number [redacted]65 and sales check [redacted]10. I paid $[redacted].70 for the unit along with an installation kit, taxes, installation fee, and removal service. The installer contacted me on October 8, [redacted], and we scheduled the installation for Tuesday, October 23, [redacted], between 9 am and 1 pm. Despite no communication by 1 pm, I contacted the installer and Sears' online chat confirmed the appointment. Unfortunately, the dishwasher was shipped to Albuquerque, New Mexico instead of Grand Junction, Colorado. After several discussions with Sears' customer service, I decided to cancel and reorder the unit due to the shipping error. Despite these efforts, the cancellation process has been drawn out, and I have yet to receive confirmation or a refund. I am incredibly frustrated by this situation and simply seek verification that the order has been canceled and a refund is being processed. Thank you for your attention to this matter.

I had a technician visit my house on 10/08/18 to diagnose my lawn tractor. He identified issues with the starter, wheels, and bearings, and purportedly ordered the necessary parts the same day. I purchased two new tires upon the technician’s recommendation, but the parts have yet to arrive, leaving them unused in my garage for three weeks. Despite my attempts to reach Sears for a resolution, I have been shuffled between departments without success. I am concerned about being charged $[redacted].55 for incomplete work, a $69.99 fee, and for a canceled home warranty. The technician's pricing seemed high, and the bundled home warranty offer felt misleading. Sears has not followed up since, and my lawn tractor remains unusable. Stop these unfair practices and show accountability. Please refrain from charging my credit card.

Order # [redacted]90 I placed an order for a GE Profile Series PGP9830DJBB 30" Built-in Gas Downdraft Cooktop on 7 October. Unfortunately, the product got lost in the shipping warehouse for about 2 weeks. I was informed on 29 October that the item was damaged beyond repair. After a series of interactions with Sears customer service, specifically Shane, I was told that I have to wait for the damaged product to be returned to Sears before I can get a refund. I am frustrated by this process and don't understand why my refund is dependent on the return of the damaged item. I feel like my money shouldn't be held until the item reaches Sears, especially since it wasn't my fault that it was damaged. I am concerned that there is no clear timeline for the refund process. I urge Sears to refund my money promptly as I no longer wish to be a customer after this experience.

To Whom It May Concern, My spouse, who suffers from rib displacement, and I visited Sears in Greensburg, PA, to shop for a bed and had the pleasure of meeting the outstanding sales associate, Ms. Patti. We explored different purchasing options and decided to go with the LEASE IT program, purchasing the bed on October 11. However, my frustration began on the morning of October 25 when I called to confirm the delivery date. Although I was initially told it would be delivered on the 25th, Sears later called to reschedule. Since then, we have been sleeping on the couch, floor, and air mattress, which is not sustainable for my husband's condition. Despite attempts to acquire a different bed, we are faced with a delivery date of the 3rd—over three weeks since our initial order on October 11. I called the delivery department seeking information but was told the delivery date could only be confirmed on Thursday morning. This situation is unacceptable and has left us extremely dissatisfied. Sincerely, An unhappy customer, -Michael & Catherine Franco

Hello, I am Tara Bryson. I recently received an email regarding in-store purchases made on 10/28/18 at Sears Desert Sky using my SYW account, points, and coupons. I want to clarify that I was at home on bed rest due to a kidney infection and strong antibiotics on that day. I have never visited the Sears at Desert Sky; I usually shop at Metro Center or Paradise Valley. This seems like a misunderstanding. The email was sent by Sears Associate #: [redacted] and mentions a total charge to DEBIT Total ACCT #: C2780 of $[redacted].52 with Authorization Code: [redacted].

On September 3, [redacted], we placed an order for a Kenmore freezer with a delivery date of October 9. The delivery was rescheduled to October 11 without notification. After contacting customer service, we were informed that due to Sears' bankruptcy, the carrier refused to deliver our freezer as they were not being paid. Our freezer is currently located in Olive Branch, MS, in an inaccessible store. Despite being promised an update email within 72 hours, we have yet to receive any information. At this point, we are extremely frustrated and would prefer a refund. Our order number is [redacted]47, and we are Milton and Suzanne J. If possible, we would even consider picking up the freezer from Olive Branch, MS, ourselves.

On October 16, [redacted], a service technician visited our home to inspect a window air conditioner, model [redacted]5, which had been experiencing issues with starting and stopping. The technician identified the problems and promptly ordered the necessary parts. We have owned this product for three years and recently renewed its extended warranty for [redacted]. The technician, a shining example of excellent customer service, emphasized the urgency of the repair due to the unit being in a rented apartment with tenants present. However, as of November 6th, we are still awaiting the delivery of the remaining parts. Despite multiple attempts to contact Sears through their 1-[redacted] numbers and email, we have yet to receive an update on the delay. As a loyal Sears customer for over 30 years, we kindly request a resolution to this matter. Thank you, Merry Sanford.

Dear Mr. Lambert, On October 10, [redacted], my husband ordered a 7.0 cf Kenmore Freezer from Sears online for delivery to the Eastgate Sears store on October 17th. Due to a delivery truck breakdown on October 16th, we were informed the freezer would not arrive as scheduled. Despite contacting customer service and the store, we did not receive updates. After multiple calls, we found out on October 31st that the freezer was at the Eastgate store, awaiting pickup. The lack of communication and inconvenience have left me dissatisfied with Sears. I hope this feedback leads to improved training and service for future customers. Thank you, Martha Y. PS: I will also follow up with a call to the Executive Customer Service team.

We have owned a rental property in San Antonio for three years. The air conditioning worked well until it stopped in July [redacted]. We replaced it with a new unit from Sears for $[redacted]. However, the new unit didn't cool, and after dealing with Sears and the AC company, we were told it was due to insufficient attic insulation, despite the previous AC working fine. As a result, our tenant left due to the heat, and Sears provided poor service. Even after adding insulation, the AC still doesn't function. The AC company claims Lowe's damaged a duct during installation, although we dispute this. The company also suggested the unit may be too small as per Sears’ request. Dealing with Sears has been frustrating, especially with unhelpful employees like Bubba. We are now considering legal action unless Sears addresses the issue promptly. We await a call from Ernie Martinez for further assistance. We refuse to deal with Bubba and Kenny due to their unprofessionalism. We are reluctant to pay $[redacted] for a duct replacement if it may not fix the problem. We demand a resolution from Sears to either repair or refund the faulty AC unit. Ray and Ericka LaManna

I need to register a complaint with the service scheduling department regarding my appliance warranty with SEARS. I had scheduled a repair for my stovetop and had received multiple confirmations via phone and email for a time slot from 8 am to 5 pm on November 7th. After taking a day off from work, I discovered at 12:30 that the subcontractor, Gators Appliances, claimed that the appointment was never booked. Despite a 55-minute phone call, the situation was unresolved, and I had to reschedule, resulting in another day off work. This has been frustrating, and I am considering not using SEARS in the future. I am seeking compensation for the lost wages. Sincerely, Diana L.

I would like to address the situation regarding the disappearance of my $[redacted] Cashback points upon the reorder of tires at the Leominster MA Auto Center. My original online order was placed on Oct 12, [redacted], under Order #[redacted]14. The order was canceled on Oct 25 upon tire installation. The replacement invoice, #IN[redacted], indicates the online payment credit without the cashback points. It appears that an internal discrepancy occurred during the transition from the online order to the in-store transaction. This issue not only affected me but also my son-in-law, who encountered a similar problem. I am willing to provide a scanned image of the replacement invoice to assist in resolving this matter promptly. I trust that this was an inadvertent error and not a deliberate practice towards online tire customers. Your attention to this matter is greatly appreciated.

I had a frustrating experience with Sears regarding an appliance delivery scheduled for 11/2. Despite requesting afternoon delivery, my schedule was not documented correctly. When I called the delivery call center to confirm, I was informed to wait for a call from the delivery center. After requesting to speak to a supervisor, the issue was allegedly resolved. However, on 11/2, I received a call at 7 am stating the delivery would be between 8:30 and 10:30, not in the afternoon as requested. This caused challenges for me and my husband who had to take time off work. Furthermore, upon inspection, I noticed scratches on the freezer door and contacted the delivery center. They offered me reward points but failed to follow through. Despite spending over $[redacted] on appliances, the lack of proper communication and assistance, along with the distant call center location, leaves me dissatisfied with Sears' customer service.