Sears Customer Service Issues

Hello, I placed an order for 3 items on November 17th with order number: [redacted]84. 1. Unique Bargains Alleges K Women Notched Lapel Button Closure Coat for $35.15 was expected to arrive by Monday, November 26th. However, I have not received it yet. 2. AX Paris Women's 3/4 Sleeve Lace Body on Midi Dress- Online Exclusive for $37.20 was shown as delivered by UPS on Tuesday, November 27th at 1:55 pm, left in front of my door. Unfortunately, I did not receive it. Even after returning from school, there was no package at my front door. 3. Attention Women's Puffer Winter Coat for $29.99 was successfully delivered on Saturday, November 24th. I am seeking a refund for the undelivered items, which are items 1 and 2. My experience with customer service has been disappointing. I have contacted Sears representatives in the morning but have not received any assistance. This situation has caused inconvenience as I was eagerly awaiting these items for my graduation. Your help in processing the refund will be greatly appreciated. Thank you for your assistance. Effibe

Hello, I'm Charlotte Noernberg, and I hope to resolve the issue we have with our water softener. Since October 31, [redacted], our water softener has not been functioning, and although a part was ordered, it was out of stock. I was assured by Alexa from the protection agreement department at Sears, under Case #[redacted], that the water softener would be replaced. Despite being told to expect a new unit within 7-10 days, my inquiry later revealed that the request was denied. Tony from the parts department located the part on eBay and provided a USPS tracking number, #[redacted][redacted]11, indicating it was shipped to Nashville, but was uncertain about the installation timeline. While Nellie from customer service promised to locate the part, subsequent calls to the service department and corporate office have left me waiting for a resolution. The high iron content in our water has led to staining and made it unsuitable for various household uses. Immediate repair or replacement of our water softener is crucial as we urgently need access to quality water in our home.

We bought a Kenmore Elite Refrigerator Model # [redacted]4.[redacted] made by LG less than three years ago. On September 28th, the refrigerator broke down, and we reached out to Sears Customer Service for repairs. The technician who came on October 10th found that the compressor failed. We were informed we needed to cover the costs because we didn't purchase an extended warranty. The service rep didn't mention the compressor has a 5-year warranty from the manufacturer. After rescheduling due to a delay with the part from LG, the new compressor was put in by a technician on November 2nd. Unfortunately, the refrigerator still didn't work and had a leak. Another technician on-site after ten days said the previous technician damaged the fridge during the initial repair attempt. Further repairs were needed, but due to a backordered part, the service has been delayed multiple times. We now seek a replacement as the repairs have been unsuccessful for over 60 days. We request to speak to the appropriate person within Sears to resolve this issue promptly. Thanks, John E. Markelwith

I need to file a complaint with Sears regarding a Kenmore stackable washer/dryer I purchased last year. The delivery was made two weeks ago, but the delivery team left it in the hallway. We attempted to move it into our new washroom following local codes, but it does not fit. I would like to exchange it for a washer/dryer that will fit in the space. I am willing to incur a loss, as the appliance has never been used and is in perfect condition. I cannot use this appliance as it is, and I hope we can arrange an exchange without escalating the issue to the media or legal actions. Please assist me with this matter. Thank you.

I recently made a purchase from Sears on Black Friday and encountered an issue with the delivery due to an error in the name and address provided over the phone. I have been trying to reach out to Sears for a refund or redelivery of the items, but have not received the necessary assistance despite multiple attempts. I am hoping to receive a full refund to my shopway account so I can purchase Christmas gifts for my children. Your help in resolving this matter would be greatly appreciated. Thank you. - M.B.

I am extremely frustrated with the online store due to their faulty points system. I have $24.19 in Sears points and $44.70 in SHOP MY (YOUR)WAY points, but I am unable to use them on any items I try to purchase. The system only reminds me when my points will expire. This experience is driving me to Amazon, where using rewards and gift cards is effortless and customer-friendly. I have attempted to use the points both online and with the help of my tech-savvy daughter but to no avail. If the company can clarify how to redeem these rewards, I might consider shopping at Sears again in the future.

I bought a Kenmore dishwasher in February [redacted]. It malfunctioned before the one-year warranty ended, and Sears fixed it for free. After the repair, I got an extended warranty. The dishwasher has since broken down four more times. It is currently not working, and I have a service appointment on December 12. I believe it's time for Sears to replace the dishwasher, preferably with a different model. I've had over 2 months without a working dishwasher this year. I hope to resolve this ongoing issue. If you need more details, please let me know. Thank you. - Janet Y. Montebello, CA

I recently had a repair service technician come out to fix my ice maker that had stopped working. The initial charge was $[redacted]. When the part arrived and a new technician installed it, the issue was not resolved. During the third appointment, another technician found that the installed part was broken, requiring an additional $53 for new parts. However, the scheduled appointments kept being delayed as the ordered parts did not arrive. Since September 25, [redacted], I have been trying to get a refund of $[redacted] for the parts and labor I was charged. Despite assurances from Sears Customer Solutions and an email on 11/16/[redacted] stating a 7-10 business day refund timeline, I have not received the refund. After contacting Customer Solutions again, a new case number [redacted]-79-53 was opened and linked to the original case [redacted]-45-89. I am still waiting for the refund and seeking assistance to resolve this matter promptly. Your help in this would be greatly appreciated. Thank you for your consideration.

Hello, I wanted to share my experience from yesterday morning at Sears in Riverside, CA. I am a frequent shopper both online and in-store. Unfortunately, I have noticed that the clothing sizes I receive when ordering online do not match what I expect. Yesterday, I ordered two Outdoor Life button-up shirts in size L but received size S. When I went in to exchange them, it was a bit frustrating. It took about 15 minutes, and I was able to exchange them at the original price, but I had my free cash deduction of $20 for an online purchase that was advertised as [redacted]% cashback. This was due to an employee's mistake in packing the wrong size. I have also received incorrect sizes in jeans and pajamas in previous orders. Despite the convenience of vehicle pick up and online ordering, I find that it ends up wasting more of my time.

A few months back, I reached out to Cross Country Home Services to check my washer and dryer. The repairman they sent didn't have the parts and didn't even look at the washer. Only the dryer needed a new belt, but because it was deemed too old, they replaced my functional Whirlpool with an inferior GE model that stopped whenever the clothes touched the door. Despite numerous calls requesting a replacement, they refused. Eventually, after many follow-ups, a repairman diagnosed it needing a door switch, but the part took weeks to arrive, with me receiving two parts. Now, I have an appointment scheduled for Friday between 8 a.m. and 12 p.m. to repair the dryer. I expressed concerns about wiring, yet they claimed to have no local service providers. This experience has been frustrating, especially on a fixed income where buying new appliances is not an option. - GH

I made a significant purchase of appliances on Black Friday but Sears cancelled my order twice. After contacting customer service multiple times and speaking with over ten representatives, I received various reasons for the cancellation. Initially, they blamed my financial institution, then cited errors in processing the order, next claimed items were out of stock, and finally mentioned that the delivery contractor refused to deliver some items despite scheduling. All I am requesting is to receive all the items I ordered at the Black Friday sale price. Sears mentioned they couldn't honor the sale price. My order number is [redacted]88. You can reach me via email at [redacted] or call my cell phone at [redacted].

I placed an online order for a "bounce house" in November. I received a delivery notice online, but the FedEx number on the delivery is linked to a person in Delaware while I reside in Florida. My Sears order number is #[redacted]99 for all my online transactions. The tracking number #[redacted][redacted] shows the "bounce house" was delivered to the Delaware address by FedEx. Our physical address is [redacted] SE CR [redacted], White Springs, FL [redacted]. I am frustrated as I have not received any updates on my order and have spent hours contacting Customer Service with no resolution. I am extremely disappointed and demand prompt assistance on locating my order or I will have to pursue legal action.

My spouse and I purchased a dishwasher from your store in February of this year. Recently, we noticed that the water wasn't draining properly, so we requested a repair appointment. The initial technician assessed the issue on October 29 and identified a faulty pump. Despite ordering a replacement and scheduling an installation, the pump did not arrive as promised after numerous follow-up calls. The part finally arrived on November 22, but the technician determined that the problem was actually a faulty computer board. Unfortunately, the next available repair slot is on January 3. This situation has been ongoing, and with the upcoming holidays and gatherings, it is challenging to be without a functioning dishwasher. We are urging for a resolution within a week or a replacement in accordance with our extended warranty agreement.

I purchased a dishwasher from Sears on February 25th. In October, I noticed issues with draining and scheduled a service appointment. The first technician visited on October 29th and diagnosed a faulty pump. Despite ordering a new one, there were delays and the pump did not arrive for installation as promised. After multiple calls, the pump was delivered on November 22nd, and a new appointment was set for December 3rd. However, the recently installed pump did not resolve the issue; it was then discovered that the computer board was malfunctioning. Another appointment for January 3rd was the earliest available. The initial misdiagnosis means we have been without a dishwasher for an extended period, impacting holiday plans with guests. As per my extended warranty, if the product is not fixed within 21 business days, a replacement is warranted.

I am experiencing an issue with my 2-year-old LG fridge where the compressor stopped working three weeks ago. The repairman was unable to fix it on the spot, charged me $[redacted], and suggested I get a warranty for future incidents. After taking a day off for a Sears appointment, it was canceled last minute as the part won't arrive for 21 days. I tried reaching out to the complaints department but was disconnected four times with no follow-up. I urgently need my fridge fixed as I have a visually impaired son who will be home for Christmas. I am frustrated with the repeated breakdowns of appliances purchased from Sears. I am considering escalating this through local media and social platforms to address the issue. My name is Grace Greene, and you can reach me at [redacted].

I have contacted the Sears Master Protection Agreement telephone number numerous times without being informed of the email address for the Sears Cares social media escalations team. Information found online reveals similar complaints from other Sears customers facing repair issues under the Master Protection Agreement. Despite four visits by Sears technicians since November 3, [redacted], my dryer remains unrepaired, with delays in parts delivery and repeated cancellations and reorderings. Enduring weeks without a functioning dryer and being offered only $50 for a laundromat while Sears should have covered a rental is frustrating. Seeking updates on parts only leads to a generic response of "order is in process," a disheartening situation. Multiple attempts at repairs have failed, leading us to request a voucher from Sears for a new dryer. An efficient response is requested.

I have been a loyal Sears customer for a long time. We have a home warranty with contract # [redacted]8 and had a service call in September [redacted] for our gas range. We opted for the claim buyout of $[redacted].00 as the range could not be repaired. The check was mistakenly sent to the service address instead of our mailing address at [redacted] SVL Box, Victorville, CA 92[redacted]. Despite numerous calls over the past 2 months, we have not received the check. Each time, we were informed that it would be reissued, but it hasn't reached us. I have requested callbacks from various departments but haven't heard back. I feel frustrated with the lack of progress in resolving this issue. Can someone please assist us? Thank you.

Dear Mr. Montoya, I am writing to express my dissatisfaction with the service provided for repairing my refrigerator. I had scheduled a technician through the Smart Purchase Protection Plan to visit my home on Thursday, December 6, [redacted], between 1-5pm. Despite numerous phone calls informing me of delays, the technician allegedly arrived at 4:55 pm and claimed no one was home, which was untrue as I was eagerly awaiting their arrival. Subsequent conversations with customer service, particularly with MJ badge #[redacted], revealed a lack of accountability and professionalism. Despite my request for a rescheduled appointment the next day, I was informed no technician was available until December 11, [redacted], necessitating another day off from work. This lack of reliability and integrity in service delivery is disheartening, especially in this technologically advanced era. It is crucial for Sears to adopt a more efficient tracking system and investigate and rectify service failures promptly to maintain credibility with loyal customers. Other companies like Amazon and Apple excel in customer care, and Sears must strive to meet similar standards. I trust that my feedback will be taken seriously to improve the Smart Purchase Protection Plan service. Thank you, John L. Email: [redacted]

I am frustrated with my experience with Sears regarding the replacement of my Craftsman mower. For the last four months, I have been caught in a cycle of being transferred between different representatives, each time having to explain my issue from the beginning. The first repairman from Sears broke the coil wire while attempting to fix the chugging and stalling issue of the mower. This led to a series of unsuccessful repair attempts, including replacing the coil wire, the battery, and the carburetor. Despite multiple visits from technicians, the problem persists. The store manager passed me onto the assistant manager, who gave me a contact at corporate, Steven, promising a resolution in five days. When I followed up, the call center had no record of Steven or my issue. A new service visit is scheduled for December 7th to assess if the mower should be replaced. This ongoing runaround and lack of accountability have been incredibly frustrating, especially considering the extra warranty I purchased.

On October 13, [redacted], I placed an online order for a 52" 10-drawer rolling tool cart. The delivery was scheduled for November 8, [redacted], with a notification email promised on November 7, indicating a 2-hour delivery window. Unfortunately, I did not receive any communication. The item was left at my house in the afternoon, and when I opened it, I found that the merchandise was severely damaged. I visited Sears the next morning, and they acknowledged the damage caused during delivery. After promising a replacement, I was supposed to receive a confirmation email, but it never arrived. I am still waiting for the replacement or any communication regarding the damaged tool cart. I seek a swift resolution to this issue and expect to receive an undamaged replacement promptly. My order number is #[redacted]39, the sales check number is #[redacted]48, and the part number is #[redacted]0, with the manufacturer number as #[redacted]. My member number is [redacted]. I can be reached at [redacted]. My name is Kraig Ziegler, and I cannot return to the now-closed Sears store in Flagstaff, AZ.