Sears Customer Service Issues

Our Carrier Infinity Heating and Cooling System's outdoor unit has not been cleaned or checked this year ([redacted]). Maintenance was neglected in the spring for freon levels, the fan blower, and other components. There is a buildup of leaves and debris inside the unit. Despite having a Master Protection Agreement Plan with Sears, our concerns about the outdoor unit seem to be ignored. An appointment for maintenance was scheduled for today but was unexpectedly canceled by a technician without notifying us. Contrary to what we were told by Sears, we did not hire a third party to work on the system. The lack of communication and missed appointment has left us frustrated as we waited all day for the technician to arrive. Sears informed us through a phone call on Nov. 7 that the technician would come between 8 am and 5 pm on Thursday, Nov. 8. It's important to have our outdoor unit checked and cleaned before winter to prevent any potential malfunctions.

I have received a lot of incorrect information from Sears. Today, I had diagnostics done on my dishwasher. Initially, customer service claimed that the $99 fee could be applied to a new washer, which turned out to be false. The technician mentioned I would receive a 10% discount and an additional 10% which he said would be automatically applied online, but it wasn't. Furthermore, I was informed that I would get free delivery and removal of my dishwasher, yet at checkout, I am being charged $[redacted] for delivery and $25 for removal. If I had known about these charges, I would have chosen a different brand and wouldn't have scheduled the technician today. I double-checked the offers with customer service multiple times, but the information provided was incorrect. I regret not recording the conversations. Very disappointed with Sears.

After several attempts to resolve my layaway purchase issue with Sears customer service, I am considering reaching out to the Better Business Bureau for assistance. Recently, I was advised to email a screenshot of the tent and quoted price to [redacted] Unfortunately, the email bounced back as undeliverable. I am frustrated by this ongoing problem and would appreciate receiving the accurate email address to submit my picture to the solutions department. I have encountered discrepancies in pricing and cash back points on my layaway, further complicating matters. If this matter is not resolved by Saturday, I may have to escalate it to the President of Sears. I am eager to remedy this situation promptly. Thank you for your assistance.

Today, I had AAA tow my car to the Sears Tire Station in Orange around 3 p.m. since they couldn't change my tire on-site. Upon arrival, Alfredo informed me of a long wait due to the high volume of cars being serviced. Despite the warning that they couldn't start until after the 5 p.m. closing time, I had no choice but to agree. Despite the previous customer leaving before 4 p.m., I ended up waiting for an hour. After inquiring about the delay, it turned out that nobody had started on my car until then, attributed to paperwork issues. When asking Alfredo for explanations, his response came off as condescending, lacking an apology. Even after the tire was changed, the customer service felt unsatisfactory. Despite my long history of patronizing Sears, this experience has left me disillusioned and uninterested in returning for further purchases. It's clear that exemplary customer service, not exhibited in this instance, is vital for retaining customers and fostering loyalty.

I filed a service request under the Master Protection Agreement Plan for my water heater on October 30, [redacted]. Sears informed me they couldn't provide a replacement and offered a buyout amount of $[redacted].97. However, I have been unable to reach Melissa at Sears, who is in charge of the buyout payment. Despite leaving numerous voicemails and emails, I have not received any updates on when I will receive the buyout check. I have contacted several departments at Sears, but each time I get transferred around and end up with a disconnected call. This has been a frustrating experience, and I would appreciate any help in resolving this issue. Thank you for your assistance.

I am writing regarding a recent online purchase I made of a [redacted]4M Bluetooth Boom Box from Sears. The purchase was made on November 6th and was intended to be sent to the Kmart in McKinleyville, California. Unfortunately, the stereo was mistakenly sent to a Sears location in Chicago, Illinois. Despite numerous attempts to locate the item and have it shipped to the correct address, I have encountered difficulties and have been unable to resolve the issue. I contacted Kmart-4U for assistance but was informed that I would need to cancel my order and reorder the stereo. This will result in a loss of points and an increased cost for the product. Additionally, the refund process is taking longer than expected, leaving me without the radio I purchased and only a partial refund. I am disappointed with the handling of this transaction and the inconvenience it has caused. I hope this matter can be rectified promptly so I can receive the product I paid for without incurring additional costs. Thank you for your attention to this matter. Steven D. Trinidad, CA.

In August [redacted], I bought a home at [redacted] NE 27th Ave., Pompano Beach, FL with defective AWP Impact Windows. After seeing that Sears had installed them based on permit information, I contacted Sears Home Solutions in November [redacted] for assistance. I emailed details and photos of the windows showing the issues, including not closing properly, leaking, and a chip in the glass. Despite being charged $[redacted] for repair services, the technician revealed upon arrival that Sears never sold or installed AWP windows, leaving me feeling taken advantage of. I disputed the charge with my credit card company, as I believed I paid for services that Sears Home Solutions knew they couldn't provide from the beginning.

I placed an order for a mower deck with order number W193151 on Oct 15th, expecting it to ship by 10/24. However, I had to cancel the order on 11/15 as Sears was unable to provide the product. I requested a refund but was informed by the customer service representative from the Philippines that they couldn't refund it to my original credit card due to security reasons. They mentioned that someone would contact me for updated payment details, which hasn't happened yet. Sears had deducted the amount from my account immediately upon ordering, making the refund process more challenging. I find it frustrating not being able to talk to a US-based customer service representative. I am requesting the refund to be returned to my checking account promptly. Thank you for your assistance, Sears. - Xfabs loyal customer

Hello, I recently contacted the Beautician to schedule a "dry hair cut" on Thursday, November 9, [redacted], at 10:00 AM. Lucy confirmed the appointment and mentioned that the Beauty Parlor opens at 9:00 AM. However, upon my arrival at 10:00 AM, no one was available. After waiting for about half an hour, Lucy explained that the delay was due to train service issues. Despite expressing my concerns as a retired medical professional about punctuality, Lucy mentioned she did not own the salon and was not responsible. She charged me $20.00 for a 15-minute dry cut, while a cut and style normally cost $25.00. When I mentioned I only use a debit card, Lucy took it for payment. Later, she called to report an issue with the payment, causing frustration. She advised me to return for a receipt if needed. I am unhappy with the service and considering reporting this incident to the appropriate authorities.

I am facing issues returning a refrigerator to Sears. The Sears store where I collected it is not accepting the return without authorization from corporate, despite me having a return authorization. I picked up the refrigerator on November 8th, and the order number is [redacted]97. When I contacted customer service, I was told I have 30 days to return it, valid until December 8th, [redacted]. The customer service representative attempted to assist, but unfortunately, the call got disconnected before a resolution was reached. It would be helpful if Sears had local representatives. I urge for assistance in resolving this situation promptly. Thank you. - Joaquin

In [redacted], my spouse and I bought a Sealy king mattress through Sears.com. The model number is #[redacted] and it's labeled "Prototype ID PA32". Despite weighing [redacted] lbs and [redacted] lbs, the mattress has developed two significant indentations in less than two years. The mattress comes with a 10-year replacement warranty, and we are uncertain about who to reach out to for assistance. This mattress has been disappointing as our previous one, used for 12 years, was in much better condition. I have been experiencing back and hip problems, leading to sciatica and recent surgery. In an attempt to salvage it, we rotated the mattress, but concerns persist. We are eager for Sears to either exchange this defective mattress or reimburse us to our account. This situation is becoming urgent. Thank you for your help. Mary C. B. from Nyssa, OR

I need assistance regarding a recent purchase of a NordicTrack Elite elliptical 509i(?) Model from Sears. The delivery date is scheduled for December 3, with free delivery and assembly. Despite being assured that assembly was included, I was later informed that the machine would arrive unassembled. This discrepancy has caused concern as I lack the ability to assemble it myself. My Sears reference number is [redacted]78. I reside at [redacted] Nesting Lane, Raeford, NC [redacted]. Upon discovering this error, I believe Sears should honor the initial agreement or provide compensation for assembly if required. Kindly address this matter promptly. Thank you for your prompt attention to this issue. Terry P. McDonnell

Sears, it seems important to highlight that Electrolux appliances may be contributing to Sears' challenges. This customer shared a frustrating experience with a Kenmore Elite refrigerator and stove, both manufactured by Electrolux, encountering multiple issues such as a faulty refrigerator door and repeated stove breakdowns. Despite repair attempts, the appliances continued to malfunction. The customer expressed a strong reluctance to purchase Electrolux products through Sears due to these experiences. It is vital for Sears to address such product quality concerns to retain customer loyalty and trust.

I am extremely frustrated. I placed an order for a washer on 11.22.18 and paid extra for a two-hour window from 11:45 - 2:45 on the same day. However, it's now 11.24.18 at 6pm and I have not received any courtesy call to inform me of a delay. Despite contacting customer service six times, I have not received adequate assistance. I even updated my contact number, but still no help. This level of service is unacceptable. I initially chose Sears over competitors, but I am now considering cancelling my order due to this disappointing experience. Today has been wasted waiting at home, and I may have to purchase the washer from another company to ensure better service.

I purchased a refrigerator on Friday and was informed that it would be delivered today, Monday. I received a confirmation call last night confirming the delivery for this morning. I made arrangements, including emptying my fridge and storing the food, preparing for the new one. However, this morning I was informed that the refrigerator is not coming as scheduled and may take a few more days. I am very disappointed, especially considering the food I had to discard. I was offered $50 as compensation, but my food costs much more. I am hoping for a fair resolution and adequate compensation for the inconvenience caused.

I recently visited the Sears store in Salinas to have my front right tire replaced, and unfortunately, I had a negative experience with a staff member named Iridis. As a speech pathologist, I am sensitive to filler words, and I found her using them in a condescending manner. Iridis was rude and patronizing throughout my interaction with her, particularly when handling payment with my mother’s card. When I tried to address my concerns with her manager, I received no satisfaction. I believe Sears in Salinas should address this behavior to retain customers. I hope to hear back from the Salinas team regarding this issue and receive an apology from Iridis and the manager.

On Black Friday, James G. purchased a pool table from Palmdale Sears. The delivery was scheduled for Saturday, 11/24/[redacted]. However, upon delivery, the driver mentioned that the old pool table couldn't be taken because it wasn't dismantled, an aspect not communicated earlier. The driver indicated they would return on Wednesday, 11/28/18, but upon checking, no such appointment existed. The department overseas informed us that the soonest pickup would be on Monday, 12/03/18. Apologies have been received without any compensation or concrete solutions. It would be appreciated if Sears refunded the pickup fee to acknowledge the inconvenience. Otherwise, discontinuing business with Sears is a consideration. It's essential for Sears to prioritize customer satisfaction to maintain its reputation. Kindly provide compensation or contact information for further assistance if unable to resolve this issue. Thank you.

Approximately two months ago, we had a new Kenmore refrigerator installed. Initially, it worked well, but we noticed a petroleum-like taste in the chilled water, even after replacing the filter. Despite changing the filter, the taste persisted, prompting us to request service. A technician inspected the refrigerator, found no issues, and reported back to their office. We reside on a boat with four occupants and have sourced water from Broward County, our personal reverse osmosis unit, and various locations in the Bahamas since getting the refrigerator. The taste issue persists to the extent that the crew now relies on bottled water. Our previous Sears refrigerator did not present this problem. Is there a method to flush the internal line between the filter and the ice maker/water fill system to resolve this so we can enjoy the unit fully? - S. Carner

I had scheduled a gas dryer exchange for October 6, [redacted], with Sears. I bought the dryer in [redacted], and it arrived heavily damaged. I have been a loyal Sears customer for nearly 40 years, and due to my daughter's Ewing sarcoma cancer treatment requiring us to travel, I spoke with Sears regularly. Despite being assured I had until October 11th to make the exchange, on the scheduled day, I was told the chosen gas dryer was unavailable and had to pick another. This led to numerous 1-3 hour calls with Sears customer solutions, where case managers repeatedly promised the exchange within 72 hours, which did not happen. I was in touch with the store manager, Hayzus, and assistant Craig, who initially authorized the exchange but failed to include my details, resulting in cancellations. The ongoing back-and-forth has caused me stress, and I am simply looking for the promised gas dryer exchange. Despite assurances from the last employee, John, to contact me within 72 hours, I have not heard back. I have detailed notes of all interactions, and I am hopeful for a resolution soon. Thank you, Mary Jo Lograsso.

I sent the email below to [redacted] on 11/12/18 at 6:45 PM and have not received a response as of 11/29/18. Dear Sir, On December 13, [redacted], my wife and I bought a Kenmore Elite Ultraclean Dishwasher (Model [redacted]3K311 Type [redacted].2 Serial Number F[redacted]4). Sears installed it on January 5, [redacted], replacing a Maytag dishwasher from [redacted]. On November 11, [redacted], we noticed water on the floor after running the dishwasher. Upon inspection, we found a small hole in the stainless steel tub. The warranty clearly states that the tub should be replaced if a rust-through occurs, which seems to be the case. When I contacted the Home Services number (1-[redacted]) on November 12, [redacted], Rita informed me that only parts were covered, not the labor. Despite explaining the warranty to her, she insisted on charging for the technician's visit. Her supervisor also claimed the parts-only coverage and offered a 25% labor discount, which I found unacceptable. As a long-time Sears customer since [redacted], I am requesting a review of the warranty terms regarding the tub replacement or a detailed explanation for the discrepancy. Sincerely, Bob & Barb McFetridge [redacted] Colbaugh Rd. Trafford, Pa. [redacted]