Sears Customer Service Issues

I am experiencing issues with my fridge not cooling properly for the third time within five months. The temperature remains around 60 degrees, the same problem as before. Unfortunately, I have to wait about 10 days for a technician to come out yet again. It seems Sears policy requires multiple service calls before considering a replacement. I believe I should be a priority for service. I will abide by the process and wait for the technician, but if more parts are needed, I might have to buy a new fridge. I am disappointed with the service quality and communication from Sears representatives. Unless absolutely necessary, I will avoid Sears in the future. Thank you.

I have a complaint with Sears, regarding my refrigerator purchase and the warranty repair process. The compressor and condenser failed on October 13, [redacted]. Despite the technician attempting a repair, the new parts failed, leaving the refrigerator unusable. The technician confirmed it cannot be fixed and recommended a replacement, which was approved by management. However, 8 weeks later, I have yet to receive a resolution. Customer service in Manila requested the original bill of sale multiple times, which I have sent via email and fax, but they claim not to have received it. I am frustrated with the lack of progress and the unclear communication from Sears. Thank you for reaching out to Sears Member Services. We have reviewed your case, and to proceed with the replacement, we need the original sales receipt of the refrigerator. Please fax the document to [redacted] for further processing. Your patience and cooperation are appreciated during this time. For any inquiries or additional support, please contact us at 1-[redacted], Mon-Sat 8am-9pm CST & Sun 10am-6pm CST.

I have a Kenmore dryer model [redacted], serial number 509KWMK2V299. I recently replaced my lint trap, but it doesn't sit flush with the dryer. When using the dryer, my clothes get caught on the edge, twist, turn, and rip. I tried to contact someone about this problem, but I couldn't find an option to do so. I ended up scheduling a service appointment for $[redacted], and I'm worried about additional repair costs. I purchased a new lint trap, but it has the same issue as the old one. It's frustrating not being able to communicate directly about this simple plastic part that seems like it shouldn't need servicing. Instead of addressing my concern, customer service was more focused on trying to sell me a $[redacted] warranty.

I recently completed an online feedback survey and found it frustrating as the instructions for the required number were unclear. Despite searching for my “receipt number,” I ended up using the sales check #, the only 12-digit number I could find. When I rated the cashier, Angela, as outstanding, all the blocks turned dark unexpectedly, and the same occurred with another question. I attempted to redo the survey to no avail, making me concerned that my responses may not accurately reflect my experience. Additionally, I wished for a section to provide a brief narrative, as not all the questions were relevant to my visit. Overall, I found the survey lacking and unsatisfactory. On a positive note, I had an exceptional experience with Annmarie at the Fairview Heights, IL store, specializing in mattresses, and wanted to commend her outstanding service, although I am reluctant to engage in another seemingly futile survey. Annmarie truly exceeded my expectations!

Order #[redacted]79 I am deeply disappointed in the level of incompetence displayed by your organization. The refrigerator I purchased two months ago is yet to be delivered despite being rescheduled six times. This delay has inconvenienced my tenants, costing me $[redacted] in reimbursements. I have informed them of the pending delivery multiple times, leading them to doubt my credibility. Additionally, your promise to provide a comparable model promptly through a specialist has not been fulfilled. The lack of follow-through is unacceptable. Please contact me at [redacted] urgently to address this issue.

My refrigerator, covered by warranty, stopped working on October 2nd. After contacting Sears on the 3rd, they have canceled three appointments without informing me, wasting my time. The rescheduled appointment is now set for 20 days later. In the past 9 weeks, the technician has visited four times, diagnosing and repairing the fridge twice, replacing parts with no success. The appointment set for December 10th was canceled, rescheduled for December 18th. This is unacceptable, as I have prior commitments and will be away for two months after Christmas. Waiting 2 1/2 months for a resolution or replacement is entirely unreasonable.

I ordered a dishwasher online on 11/19 with a store pickup scheduled for 12/7. The delivery date for a range was set for 12/9, but both have been delayed. The range delivery is now pushed to 12/19, and the dishwasher pickup is on 12/14. After receiving a message from Sears about a problem with the dishwasher, I tried addressing this by calling multiple times with no success. Despite leaving messages for the North Attleboro Sears location and contacting various departments, I haven't received any clear answers or solutions. A customer service manager mentioned that Sears could reschedule deliveries indefinitely since I made the purchase online. When attempting to cancel my order, I was informed I must wait for the merchandise to be delivered and returned at the store. My latest call requesting the corporate number was met with unhelpful responses, leaving me frustrated and inconvenienced. Being without a range for three weeks with two children is challenging, especially when the original delivery date was promised to be 12/9. As I can't afford to purchase another stove, I'm stuck in this frustrating situation, unable to cancel and retrieve the money I've paid.

Good afternoon, I had a scheduled appointment at the Brandon Sears auto department today at 4:00. My husband and I are regular customers at this Sears and the one in Tampa for several years. Despite having an appointment, I ended up waiting for nearly an hour just to speak to someone. The employee at the counter directed me to another person who was too busy with non-appointment customers, eventually informing me that I needed to order a part for my oil change (oil pan) at a price different from what I was previously quoted. When expressing my frustration after the long wait, the staff member mentioned they were busy and it takes time. I am disappointed with the service today - waiting for an appointment, being passed over for customers without appointments, and ultimately not getting my car serviced as planned.

We purchased a refrigerator from your company in November with an urgent need, scheduled for delivery on December 7th. Despite being assured of stock availability, we were informed on the 6th that the delivery was canceled due to it being out of stock. A new delivery date of the 14th was set, only to be informed on the 12th that it was out of stock again and unavailable for delivery. This situation is unacceptable and frustrating as we had made arrangements and have been without a fridge for weeks now. We are now considering legal action for breach of contract.

Subject: Concerns with Recent Purchase and Refund Process Hi team, I wanted to address some challenges I've encountered with my recent purchase. I placed an order on October 24, which had to be canceled on November 15 due to delivery delays. Following this, I reordered the same dryer and inquired about the $86.00 credit from my initial order. I was advised that I'd have to wait for the refund from the first order to be processed before the credit could be applied. I received an email indicating that the refund had been processed weeks ago, but upon checking today, I was told it hasn't gone through yet. The inconsistencies in communication and delays in resolving the refund have been frustrating. I have been shuffled between departments, often with poor communication and even disconnections. I am reaching out for assistance in resolving this matter promptly. Your attention to this issue would be greatly appreciated. Best, Anita Order Number: [redacted]

My Kenmore Elite top load washer broke on November 17th. I contacted Customer Service, and a technician came on November 20th. After a misdiagnosis, a new part was ordered, and the next appointment was set for December 1st. During the second visit, the technician caused damage and ordered the wrong part. The rescheduled date was December 11th. However, on December 10th, I discovered the part hadn't shipped, so the appointment was canceled. I took matters into my own hands and ordered the part from Amazon. Even after replacing it myself, the issue persisted. When Customer Service informed me that the correct part would arrive on the 14th, I explained I already attempted the fix. They only offered a rescheduled visit for December 18th and seemed uninterested in the ongoing issue.

Subject: Urgent Resolution Needed for Samsung TV Warranty Issue Dear Mr. Mitch Bowling, I have been attempting to address a warranty concern with my Samsung Television, purchased in [redacted], for the last month and a half. On November 1st, a technician diagnosed dark shadows/clouds on the screen and recommended a replacement due to the high repair cost. Despite multiple calls seeking updates, each call resulted in being transferred to different departments without a clear resolution. Today, December 13th, I spoke with Marlee at [redacted] for the seventh time, who could not provide a solution and scheduled another technician visit for December 27th. Having faced repeated delays and inconclusive responses, I am escalating this matter to upper management. As a loyal Sears customer, I anticipated a prompt resolution, but the current process has been unsatisfactory. I urge management to address this issue promptly, as I expect quality service in return for my patronage to your store. Sincerely, Berkley Moss

We have a Kenmore wall oven. On Thanksgiving, the oven stopped working. A service technician came on November 22. He diagnosed a burnt-out master board and ordered a replacement. He advised against high temperatures and self-cleaning mode to prevent such issues. The part was due for delivery on December 15, but Sears called to say it hasn't been shipped with no clear timeline. We have holiday guests approaching, and without an oven for nearly a month, we're anxious for a resolution. Despite requesting to speak with a supervisor, we are yet to receive a callback. We seek a prompt response to make necessary arrangements. Service order: [redacted][redacted].

I have a protection agreement with Sears. At the beginning of October, I reported issues with my TV. My case number is [redacted]. A technician came two and a half weeks later and found the main board was faulty. My TV has been disassembled for almost 3 months now. When I called customer service three days ago and asked to speak to a supervisor, I was told none were available and that they would call me back within 24 hours. It has been 72 hours, and I am still waiting for that call. I have called four times already, but no one can provide me with information on my repair. The service I am receiving is unacceptable. Despite being a loyal customer, the lack of resolution after 3 months is disappointing.

I have encountered an issue with a recent purchase I made from Sears in October. Despite contacting customer service, my problem remains unresolved. As a loyal customer of Sears since [redacted], I bought a pair of heated gloves online from their website for my grandson. Unfortunately, before the gloves arrived, my grandson was in an accident, rendering the motorcycle unusable. Upon contacting Sears on November 29th to return the gloves, I was informed they needed to speak to the third-party supplier for authorization. After numerous attempts, Sears has been unable to reach the supplier, causing delays in processing my return request. Despite my repeated efforts, Sears has been unsuccessful in obtaining a response from the supplier. I am frustrated with the lack of progress in resolving this matter. I expect to receive a return authorization directly from Sears, as the purchase was made through their website. I am seeking a prompt resolution, including a credit for the purchase once the product is returned to Sears. Thank you for your assistance.

I bought a washer and dryer combo on 11/5/18. The first time I washed white/light clothes, a robe got covered in black spots. Despite trying stain remover and re-washing, the stains won't come out. Even though I usually wash dark clothes, this has never happened before. Customer service suggested cleaning the washer, which was brand new! Instead of helping, they tried to sell me service contracts for my other appliances. I washed another load of white/light clothes, and now a gown is also covered in black spots. This is unacceptable. I need the washer and dryer picked up, a refund, and compensation for the damaged clothes. My husband, a retired Sears employee, shares my frustration. Please contact me at [redacted]. - Gloria F.

Our Kenmore washing machine was installed on 9/4/18. Unfortunately, it failed after only 3 loads of wash on 10/23/18. Despite five service calls and multiple parts replaced, the machine was declared unrepairable on 12/13/18, and we were promised a replacement. However, a paperwork error has delayed the process, and we now have to wait until 12/19 for another technician visit. As long-time Sears customers, we are disheartened by this experience. We are eager for a resolution before Christmas, as we have been without a functioning washer for seven weeks. Please prioritize our case for a timely replacement. Thank you, Watson B. [redacted]

My order number is #[redacted]30, and I'm expecting two refrigerators today. After receiving an email stating one should be left in the carton, I contacted customer service but was redirected to the delivery department. Despite assurances from Rocky, the delivery driver still plans to leave one in the carton. I simply want one set up without the water dispenser connected. The communication and service throughout this process have been disappointing. I've been a loyal customer since [redacted] but am considering canceling my Sears card. Moving the call center back to the United States for better understanding of customer concerns would be beneficial. I urgently request a call back at [redacted]. This experience has been frustrating and unacceptable, leading me to consider escalating this matter to the corporate office.

Good morning, I have had a repair technician visit my house four times yet my refrigerator remains broken. Upon my initial call, I was offered a warranty for repair coverage. The first technician diagnosed a faulty compressor, but after the second visit, the issue persisted. Subsequent visits revealed further problems requiring additional parts. Despite multiple attempts, my refrigerator remains unrepaired since October. Despite expressing my frustration to a representative who mentioned a compensation limit of $[redacted], my main concern is the ongoing lack of resolution. I hope for a timely and final fix for my refrigerator.

As a loyal customer of many years who has always turned to the same store for all our appliance needs, we recently faced frustrating issues with our new washer. Despite multiple calls to Sears over the past year due to various problems, the assistance provided was unsatisfactory. Suggestions given were unhelpful, ranging from soap usage to load size, and I was even advised to read the manual by a particularly rude operator. After persisting, a technician eventually visited and identified a control board issue, but ultimately left the machine worse off. In an unexpected turn, the technician accidentally damaged our drain pipe while addressing the initial problem, leaving us without a working washer. Despite my pleas for urgent assistance, Sears could only schedule a return visit for the following Wednesday. This delay felt unacceptable given our family's laundry needs. The lack of swift resolution and accountability from Sears has left me deeply disappointed and inconvenienced. As the machine remains broken, awaiting another part and repair, I am disheartened by the overall handling of the situation.