Sears Customer Service Issues

I had my clothes dryer repaired by Sears on 12/13 and paid with my Discover Card. However, there are now two charges on my card for the same service. Despite contacting Sears three times, I haven't received proper assistance. Discover Card has been contacted, and I've initiated a dispute. I am dissatisfied with the lack of response from Sears and prefer to speak with a native English speaker for resolution.

I placed an order for a Christmas present with order number #[redacted] on December 4th, [redacted]. The delivery address is [redacted] Camelot Ave NW, Cedar Rapids, IA [redacted]. Unfortunately, the order was not delivered together as expected, and when I inquired, I found out it involved two different third-party sellers. I was given a contact number for the second seller, but the call would disconnect. This experience with Sears has been disappointing. I contacted customer service, and they acknowledged the tracking number provided was invalid. I was seeking a Dehydrator Machine Electric Multi-Tier Food Preserver for Meat or Beef Fruit Vegetable Dryer with item number SPM[redacted]3 and model number HSHSO34. This was meant to be a Christmas gift for my husband, and with only 6 days left until Christmas, there's uncertainty about the delivery date. I've been a loyal Sears customer for over 20 years and never encountered such service issues. I'm hopeful to receive assistance in ensuring the gift arrives before Christmas. My contact information is as follows: Brenda Collingwood, home phone [redacted], cell phone [redacted].

I bought a Part (Cover Assy. TV 0) from Sears on December 11, [redacted]. I got the part, installed it, and it fit well. However, when I tried to put back the Crisper drawer and meat drawer, they did not fit even though the replacement part did. I contacted Sears, and they sent me a second Cover Assy. Once more, the drawers did not fit. When I called Sears, they mentioned that the Cover Assy had been updated. I wasn't informed of this change, and I had already gotten rid of my old part. Jessica suggested I call CustomerCare, and they said I would need to purchase the updated drawers. Being on a fixed income, I can't afford to spend money on something that's not my fault. I believe Sears should support their product and send me the new drawers for free because I wasn't warned of any issues with the replacement part.

I arranged a service appointment for my Kenmore model [redacted]1 disposal, which is covered by a 9-year warranty clearly stated on the unit and in the manual provided to the technician. Despite showing the dated purchase receipt within the warranty period, the technician claimed it was not covered and offered no help from the service department. They advised me to seek a plumber for a replacement without checking the manual or photos I offered. I seek a resolution as the disposal is under a 9-year warranty.

I made a purchase on the Sears website and a coupon code was applied without my authorization, which caused me to be charged incorrectly despite having Sears cash to use. I spoke with a representative who clarified that due to the coupon code, the system didn't apply my Sears cash. They canceled the initial order, created a new one using the Sears cash, and shipped it to me. However, the product arrived in the wrong color even after it was corrected in the system. Upon returning the item to the store, I encountered uninterested staff. Besides the representative Gisele who assisted me online, my overall experience was disappointing. I now await the refund for the multiple errors that occurred during this process.

I am extremely disappointed with Sears and the Shop Your Way Rewards program. Recently, I purchased a snowblower from a Sears Hometown store that was supposed to come with $[redacted] in rewards. Despite assurances from the store that they would honor the online advertisement, I encountered issues receiving the rewards. After multiple calls to customer service, I was informed that purchases from Sears Hometown stores do not qualify for the rewards. This lack of communication and conflicting information has soured my opinion of Sears. I believe there should be clearer distinctions for customers regarding the eligibility of different Sears stores for promotions. This experience has been frustrating and has significantly impacted my perception of the Sears brand.

I purchased a mattress at the Montebello store on Nov 12, [redacted], but received the wrong size mattress on Nov. 29, [redacted]. I was informed that I would have to wait an additional 3 weeks for the correct one. Unhappy with the delay, I decided to cancel my order on Dec. 7, [redacted], with Sears, expecting a refund within 10 days. However, I have yet to receive my $[redacted] refund. Despite making numerous calls and speaking to different representatives, I still have not had this matter resolved. I am frustrated with the poor customer service and the prolonged wait for my money. I am urgently seeking help to address this issue promptly. Thank you for your attention to this matter. Ms. S. [redacted] [redacted]

Does anyone in the customer service department work in the USA for this company? I've been dealing with issues regarding my order placed on the 18th that should have been delivered by the 24th. The package didn't leave the warehouse by the 22nd. They refunded the shipping and promised delivery on 12/27, but only one out of five pairs of shoes arrived. I've spent hours trying to reach someone in America who can help address the problem. Unfortunately, the language barrier and inability to understand or fix the issue have been frustrating. If you want more than just a refund, reconsider shopping at Sears.

About 6 1/2 years ago, my family purchased a Kenmore refrigerator at Sears in Floresville, Texas. A year and a half ago, we encountered cooling issues with the freezer and refrigerator part. After multiple service calls, it was determined that our service plan was not active, despite my attempts to set up appointments. The ongoing repairs have caused significant inconvenience, including lost work time and wasted food. The service agreement was unexpectedly canceled without proper notification. The frustration of dealing with this faulty refrigerator has been extensive, and the lack of communication from Sears has been disappointing.

I booked a home warranty service call on December 4, [redacted]. The technician arrived on time and identified issues with my washer, dryer, garbage compactor, and refrigerator/freezer. He mentioned that parts needed to be ordered but failed to do so. After multiple follow-up calls, I received text messages with different repair dates, resulting in a wait of approximately six weeks. The lack of communication and delays in service have been frustrating. I expect better from a service I pay for, especially for my first experience with them. The situation has been disappointing, and I hope it can be resolved promptly.

I would like to share my feedback. We purchased a $[redacted] bed from Sears and I have always been a loyal customer. However, there is a pressing issue that needs attention. The checkout process at Sears is outdated and time-consuming. In comparison to stores like Sam's Club and Costco with efficient self-checkout options, Sears needs to adapt to the times. By incorporating self-checkout terminals at store exits and restructuring the payment system similar to other successful retailers, Sears can attract more customers and improve the overall shopping experience. It's important to modernize the company to meet the needs of today's consumers. Sears has great products, but a faster payment process is essential for customer satisfaction and increasing sales. I believe implementing self-checkouts will benefit the company more than anticipated. Thank you for considering my input.

I bought a Kenmore gas range in early September. Since my house uses propane, I had to get the stove converted. Sears did not sell an orifice for the oven, only for the range top. When I called for a technician, the first one wasn't certified, so a second one came and said the unit should have a conversion orifice. While he was here, I contacted Whirlpool, who mentioned there was no need for an orifice replacement in the oven. However, the flame in the oven is too high, and I can't adjust it with the air damper. I noticed the orifice is a #51, and I don't understand why Whirlpool doesn't mention that it can be replaced. I need assistance completing the conversion for the oven.

I bought a GE Electric Wall Oven from Sears.com on 09/25/18 for $1,[redacted] plus $[redacted] for installation. They failed to deliver on 10/4/18 and 10/11/18, then couldn't give me a new delivery date. I canceled on 10/11/18. They promised a refund "within 7 days," but as of 12/29/18, I haven't received it despite repeated promises. I even had to dispute the charge with Citibank. This has caused me a lot of stress and frustration, and I feel like Sears is committing fraud. I would appreciate any assistance in resolving this issue. Thank you for listening to my concerns. Thanks, Lisa P.

Subject: Sears Repair Experience Feedback - San Marcos, Texas To the Management Team at Sears, I have been a loyal Sears customer for many years, valuing the trust, reliability, and customer service synonymous with your brand. Regrettably, since the decision to outsource services to the Philippines, my recent repair experience has been disappointing. When my washer's drain pump failed, the Sears Repair appointment scheduled through Choice Home Warranty had significant issues. The technician on December 19th diagnosed the problem accurately but didn't have the part, leaving me with standing water for a month until January 16th. Despite my protests, no earlier appointment was available. Upon contacting Sears, I faced challenges dealing with a Filipino call center agent who hesitated to connect me with a supervisor. After persisting, I was able to escalate my concerns to a U.S.-based representative following a social media post. This resulted in the appointment being moved up to January 2nd. Thankfully, today's repairman provided exemplary service, identifying that the previous technician had ordered the wrong part intentionally or mistakenly. It is evident that the quality of service provided by Sears technicians varies significantly. I am sharing my detailed feedback with corporate in hopes of improvements. The December 19th repairman's conduct was subpar, while today's technician deserves recognition for his professionalism and competence. Sincerely, Marcia Z. [redacted] Woodland Trail San Marcos, TX [redacted] [redacted] www.MarciaZwilling.com

I had a scheduled air duct cleaning service on December 29, [redacted], during which the technicians proposed cleaning my blower motor. They showed me pictures and explained the levels, suggesting mine was at level 3 requiring a $[redacted] cleaning. I agreed, but upon requesting the before and after photos, I only received partial images that did not match. Despite repeated requests, full photos were not provided, leading me to doubt the motor was at level 3 as claimed. I am requesting the technicians to send me the complete before and after photos to validate the charge or adjust it accordingly. I prefer a prompt resolution and hope for a quick response. The invoice number is [redacted], and the SCUC Specialist was David. I contacted the [redacted] number and was directed to the Baltimore office, but haven't received a call back from the manager as promised. Additionally, a vent cover was damaged during cleaning, but that is a minor concern.

I bought a Sears washer with an extended warranty in [redacted]. Unfortunately, it broke down in December. Despite being promised a replacement by January 3, I was informed that I need to wait another five days for Sears to source a part from a different company, and the repairman must visit three more times before I qualify for a replacement. This delay is particularly frustrating because I have been forced to use a laundromat 20 miles away, costing me $50 a week. With a newborn in the house, the inconvenience has been immense. The constant back and forth with Sears has left me feeling disappointed and let down. It is disheartening that after investing in the warranty, Sears is not honoring their commitment to customer service.

I am writing to express my disappointment with the service provided for my Sears washer. After calling for repair, the mechanic ordered a part that arrived promptly. However, when I tried to reschedule an earlier appointment than the one set, I faced unavailability and was instructed to call daily. The earliest available appointment was on January 9th, which seemed excessively delayed for a simple installation. I encountered a frustrating lack of coordination between departments and inefficient phone operators who failed to record information accurately. This led to numerous transfers, long hold times, and a lack of assistance. I had to visit the laundromat three times due to the extended wait for the repair. My experiences with your customer service, warranty, and solutions departments have been unsatisfactory, reflecting poorly on your business. This is not the first time I have faced such issues, including missed appointments and unresolved problems after a costly service visit. I hope you can rectify these service failures for me and other customers in the future. Sincerely, Mrs. Adorno.

On November 20, [redacted], I made an online purchase of a dryer from hometown.com, order number [redacted]48, with delivery scheduled to my local store. Despite being charged $[redacted].99 on my credit card the same day, my local Sears store had no record of the order when I called on December 9th. After contacting the hometown store team, I learned the dryer was mistakenly sent to Illinois instead of Oregon. Following several days of waiting for correction, I opted to cancel the out-of-state order and purchased a similar dryer in-stock at my local store instead. Unfortunately, this led to duplicate charges on my card. Despite an email on December 9, [redacted], assuring me of a refund inquiry, and multiple follow-up calls, I have yet to receive the promised refund as of January 7, [redacted].

Hi there, I’m Cheryl S. I’m contacting you on behalf of my mother, L.W., who bought a range and warranty from Sears in [redacted]. She had issues with the stove, and after contacting Cross Country Home Services, the technician damaged the door during a repair attempt but never completed the job. Despite multiple follow-ups, the range remains broken to this day. We faced unhelpful customer service and unresolved promises. We believe a proper resolution would involve a new range as compensation for the lengthy ordeal. We are prepared to escalate this matter on social media, with consumer watchdogs, and potentially in small claims court if necessary. We've exhausted all avenues to resolve this issue and are seeking urgent assistance. Kindly contact me at [redacted] or my mother at [redacted]. We eagerly await your prompt response. Thank you.

My mother bought a refrigerator from Sears on April 16, [redacted]. It was delivered with scrapes and dents. After calling support, they promised [redacted],[redacted] Sears rewards points worth $[redacted] within a year. In early January [redacted], she visited the store looking for a stove but they had no record of her points. Customer service was unhelpful and unresponsive. Despite contacting various numbers and reaching out to the store manager and escalation lines, there has been no resolution. Even escalating to ED Lampert's team has not yielded any response. We believe the credit was issued but are unable to understand why the points are not accessible. We seek a prompt resolution before taking further action.