Sears Customer Service Issues

My name is Jose R., and my account number is [redacted]. I've been waiting for over four weeks for a part and a technician to fix my new Kenmore refrigerator purchased in July [redacted], along with an extended warranty. There was an electrical short, confirmed by your technician, leaving smoke stains. I have been patient, making several calls for updates without any response. The grinding sound from the refrigerator indicates it's not functioning properly. I fear for a potential fire hazard or significant damage. I simply want a full warranty honored and for the refrigerator to be replaced promptly. I've been a loyal Sears customer for years and am extremely disappointed. Living in Puerto Rico should not mean receiving subpar service compared to the mainland. I need guidance on escalating this issue. Your help is appreciated.

I am writing regarding my denied refund of $[redacted].70 on Jan. 4, [redacted]. This amount was charged to my credit card for the purchase of a Sears Kenmore Range Oven Burner Igniter unit (part number [redacted]03; order number W290392) on Dec. 2, [redacted]. I kindly request a reconsideration of this denial based on the following details: 1. The item arrived on Dec. 17 in a damaged state. 2. I refused delivery and informed Sears PartsDirect on the same day. 3. Sears PartsDirect authorized the return of the damaged item. 4. I provided a photograph of the damaged product to expedite the refund process. 5. On Dec. 18, I shipped the damaged merchandise back to Sears PartsDirect. 6. According to Sears' return policy, damaged items may be repaired, replaced, or refunded. 7. The item I received is beyond repair, and no replacement has been offered, resulting in me not receiving the value I paid for. I kindly ask for a full refund as per your discretion. Thank you, R. Smith

I would like to report an incident that occurred at the Berkshire Mall location last night on Friday, January 11th around 8:30 pm. My wife and I were waiting at the jewelry counter for approximately 20 minutes without any assistance, despite our attempts to get the attention of your staff. Even after seeking help for a price check, it took an additional 5 minutes for someone to acknowledge us. The manager, a female wearing a red shirt, observed the situation from a distance without offering any assistance. When my wife expressed her frustration about the lack of service and the potential closing of the location, the manager reacted aggressively by yelling at us to leave the store. This behavior was unprofessional and unacceptable for someone in a customer service role. The overall experience was disappointing, and the way we were treated by the manager was distressing.

I purchased two mattresses from a salesperson who assured me that they were the best Pastor and Stern mattresses and recommended an adjustable frame with a remote control. Despite spending a significant amount of money, I have been dissatisfied. After noticing my own discomfort, I asked my daughter how she was sleeping on the same mattress. To my surprise, she also expressed sleep troubles. This prompted me to take action. I have contacted customer service and visited a local Sears store to address the issue but have not found a solution. While on vacation, I experienced the difference a good mattress can make in one's sleep quality. I have been waking up with pains and assumed it was due to my existing health conditions, but during my trip, I have felt significantly better. I am determined to return or exchange these mattresses promptly as both my daughter and I have been suffering from sleepless nights and discomfort. It is unacceptable to have spent a considerable amount of money without receiving the expected comfort and quality rest.

Hello, my name is Catherine Van Drew. I want to share my experience with Sears regarding my warranty for my Kitchen Aid oven. I had a service call on 11/28/18, and after attempts to fix it, Sears approved a replacement with a budget of $3,[redacted]. After checking online, I found a suitable model (#22-[redacted]) and informed Sears to place the order. Despite promises of callbacks, I had to follow up on 12/27/18, 1/3/19, and 1/7/19, but no progress was made. Even after requesting updates and contacting various representatives, no action was taken. I am growing impatient and frustrated with the lack of communication and progress. I hope for a resolution soon. Thank you for your help. Catherine Van Drew.

I am seeking a refund for the purchase made on 12/18 at the Sears Outlet store in Knoxville, TN, totaling $[redacted].38. The transaction was made using a Citi MasterCard ending in [redacted]. Despite buying a scratch & dent laundry center-washer dryer combo with four $[redacted] Sears e-gift cards on Searsoutlet.com, the store staff in Knoxville denied the purchase, prompting me to pay out of pocket. I have been unsuccessful in obtaining a refund from Giftcardmall.com and, as a result, am now reaching out to Sears to cancel the gift cards and reimburse the church with the $[redacted] spent on my personal credit card. The gift card details are as follows: Card #: 6[redacted] 8[redacted] Card #: 6[redacted] 2[redacted] Card #: 6[redacted] 3[redacted] Card #: 6[redacted] 4[redacted]

I am looking to receive a refund to the Citi MasterCard ending in **** for a purchase made at the Sears Outlet store in Knoxville, TN, using Sears e-gift cards. I bought a scratch & dent laundry center-washer dryer combo for our church, which was not available in Ohio, requiring me to travel to Knoxville to get it. Despite purchasing it online and inputting four $*** e-gift cards, the store had no record of the purchase when I arrived and refused to release the product. I ended up using my personal credit card and am now seeking a refund for the e-gift cards. I have been unsuccessful in obtaining a refund from Giftcardmall.com, so I am reaching out to Sears to cancel the gift cards and refund the $*** to me. The Sears Gift Cards purchased were on **-**-**. Thank you.

Order Number: [redacted]34 Devona P. I received my electric dryer on January 2, [redacted], but unfortunately, the Kenmore Aluminum Dryer Exhaust Close Elbow and the Kenmore [redacted] 6 ft. Snap-Lock™ Flexible Pipe were missing from the delivery, resulting in the installation not being completed as promised by Sears. Although the delivery team was great, they could not proceed without the necessary parts. I contacted Sears and was told that my account would be credited for the missing items. However, it has been 16 days, and my credit card has not been refunded yet. As a loyal Sears customer who has been satisfied with previous purchases, this experience has left me feeling disappointed and cheated. Due to Sears' oversight, I had to incur additional expenses to obtain the missing parts and pay for installation separately. Moreover, the delayed delivery further inconvenienced me. I seek a resolution to this matter promptly. Thank you, Devona P.

I placed an order online [redacted] for pickup at my local Kmart. The store was closed for over a week due to a power outage. Even though Sears' website showed that I could pick up my order, the store manager couldn't locate my items when they reopened. She mentioned that since they were in liquidation and not a part of Sears, she couldn't issue a refund. I had bought over $[redacted] worth of tools but never received them. Despite contacting Sears multiple times and being asked to reorder, I still haven't received a refund. The store manager claimed they were not open on the day of the supposed pickup. Sears assured me they would refund my money but I have yet to see any action. Despite reaching out to their customer service and escalation department via email, I haven't received any response. The closure of the Kmart store has left me without my items or a refund. Being a loyal customer to Sears, this experience has left me extremely disappointed and frustrated.

In early January, we located two GE Cafe wall ovens being closed out by Sears, one in San Antonio, TX and one in Tacoma, WA. The San Antonio oven was sold, so we contacted the Tacoma store. The salesperson, unfortunately, informed us the oven was in good condition. We made the purchase online, and when it arrived in Oklahoma City via Pilot Freight Services, we discovered significant scratches and missing parts. This was surprising as the inspection sticker on the back indicated no scratches on the unit. Our order number is #[redacted]94, placed on January 8 and delivered on January 16. Although we plan to keep the oven, we seek resolution for the damage. We can provide photos of the issues. What further information do you require to assist us in rectifying this situation?

On 12/22/[redacted], I, Mrs. F. I. Perry Khattab, contacted Home Service's Reservations Department to schedule a repair for my washing machine. An appointment was set for 01/08/[redacted] between 01:00 PM-05:00 PM. However, the technician arrived late and I had to reschedule for 01/22/[redacted] from 08:00 AM-12:00 PM. Despite multiple calls, the technician did not show up, causing me to miss appointments and therapy sessions. I insisted on speaking with a supervisor but was informed that I would have to wait until Friday for assistance. The technician later called to explain the scheduling confusion but was unable to come. Due to these mishaps by Home Service, I believe a $75.00 waiver is suitable compensation for my inconvenience and time lost. Mrs. Faye Khattab from Jamaica, NY, can be reached at [redacted] for further communication regarding the fee waiver.

I am experiencing significant challenges with getting a new refrigerator delivered. Despite the assurance from the online order team that the appliance would fit through my doorway with just 1/2" clearance, the delivery team was unhelpful during their visits. After their insistence that the appliance wouldn't fit, they left abruptly. Now, after two weeks without a refrigerator, I have chosen a smaller model to avoid further delivery complications. When I tried to confirm the door removal needed for both the new and old appliances, I was told they wouldn't remove the doors to take out the old one. This has left me in a difficult situation, especially as a senior citizen without the necessary tools to do this myself. I hope to find a resolution soon, as I urgently need this issue sorted out to finally have a working refrigerator.

I purchased a new Kenmore refrigerator, range, and dishwasher on 3/18/17. Several service calls were made to fix issues with the range under warranty. After authorization for a replacement, a credit of $[redacted].00 was issued for a new range. After a prolonged and frustrating process, a replacement was finally purchased on 12/18/18 with the credit applied, additional $24.50 paid, and delivery scheduled for 12/31/18. However, delivery was repeatedly delayed and eventually cancelled. Despite multiple promises of resolution and refunds, the situation remains unresolved. I am requesting a full refund of $[redacted].99, tax paid, and the $24.50. The customer service process has been challenging with communication issues and unmet promises, leading to a lengthy and unsatisfactory experience.

I had a series of appointments with Sears regarding my clothes washer stopping mid-cycle. The first technician diagnosed a clogged pipe and charged $[redacted], but the issue persisted. The second technician said it was the water pump, ordered a part for $[redacted], but when the part arrived, a different technician said it was the control panel. This required an additional $[redacted]. Even after all these attempts, the washer remains unfixed nearly a month later. We are frustrated with the multiple diagnoses, parts replacements, and charges, feeling like we could have bought a new washing machine for what we have paid Sears with no resolution in sight.

I have an issue with my Kenmore refrigerator. It has been malfunctioning for 6 months now; it no longer freezes and only cools intermittently. The problem began in mid-August when it started thawing and refreezing my food, causing it to spoil. I contacted customer service, and after not receiving a call back as promised, I called again. They scheduled a visit for November. The technician who came then said he would order a new computer for the fridge. Another appointment was set for December, but the technician said the part ordered was incorrect. Today, on 1/30/19, after 4 hours of waiting, the technician finally replaced the part, but the refrigerator still isn't showing signs of cooling. I am desperate; I doubt it will ever work properly again. I believe a replacement is necessary. I have been a loyal customer, and I am disappointed with the service. Please don't let me down. Thank you in advance.

We were in the process of having our new home built, set to be finished in [redacted]. During Black Friday in [redacted], we acquired all new appliances from Sears in Jackson, Michigan, opting for the top-notch Kenmore Elite line. The purchase consisted of a washer, dryer, stove, dishwasher, and refrigerator. Upon our move-in by June [redacted], issues started to arise. First, the dishwasher's discharge hose came off, causing damage to the basement ceiling and resulting in hardwood floor swelling in the kitchen. Subsequently, the refrigerator malfunctioned, leading to further damage to the hardwood. Recently, the washing machine began malfunctioning mid-cycle, with the door refusing to unlock. After multiple attempts to resolve the issue, a Sears repairman, who was very professional, visited but lacked the necessary electronic board for the repair, scheduling the next visit for Feb. 12. As retirees, facing a repair bill exceeding $[redacted], the disappointment and frustration with these major appliance malfunctions in under 7 years is evident.

Regarding Order #[redacted]4, On January 18th, a Sears technician visited my home to repair my dishwasher and ordered a part through his smart phone. He scheduled a follow-up appointment for February 1st for the repair, mentioning the part would be delivered to my house. When the part did not arrive by January 28th, I contacted the Service Department and was informed that the order was still in process since its placement on January 21st. Having to cancel the February 1st appointment due to the part not being delivered, I followed up on February 1st to discover the order was still processing and could take up to 10 business days. After reaching out again on February 6th, 12 business days later, I was advised the order was still processing without further details. Requesting a conversation with a Supervisor, I was assured that I would be contacted once a tracking number is available. Despite sending an email to [redacted] with no response, I am eager to know when I can expect the part and schedule the dishwasher repair appointment.

After having a technician perform maintenance on my oil furnace in November, it started blowing black smoke and soot on my basement floor. I reported the issue on 12/15/18 and was informed a technician was not available until 1/22/19. I attempted to find a local repair service for three weeks with no success. Concerned about fire hazards, I was told by a local repair person that waiting until 1/22/19 should be fine. However, on 1/17/19, my furnace stopped blowing warm air. I was able to get a local provider, Starnes, to inspect the problem. The air filter and condenser were both clogged with soot. Both the local technician and your technician on 1/22/19 suggested the heat exchanger may be defective. Despite multiple calls and promises of callbacks, I am still waiting for a resolution. Due to the lack of service available for oil furnaces, I am considering switching to a gas unit to avoid future breakdowns in cold weather. The delay in service has been frustrating, as prompt service used to be the norm for us.

I am reaching out in the hopes that you can assist me with a product issue. I hold dear memories of shopping at Sears since childhood, and I continued to do so at the North Ave and Harlem store until its closure. When it was time to replace my appliances, Sears was my obvious choice. I bought a dishwasher, refrigerator, microwave, and stove in July [redacted]. Although the microwave needed a repair in August [redacted] which was promptly fixed, it has stopped working again after just 5 months. I was shocked to learn that there would be a $[redacted] charge for a service visit, exceeding the microwave's $[redacted] cost. It's frustrating as my previous microwave lasted 13 years trouble-free. Despite the warranty expiration, this Kenmore product is not even 2 years old. I am disappointed with the lack of help from customer service and expected better support given the company's current challenges. I hope for a resolution without any cost or a replacement. Thank you, Sharon Del Medico Email: Delsh40@ [redacted] Model #: [redacted]0 Serial #: KG[redacted]4

In August [redacted], my wife and I bought a Kenmore Washer from the Sears store in Grants Pass, Oregon. Within a year, while still under warranty, it started making noises during cycles. Although we are careful to check pockets, the serviceman found debris causing the noise. Despite efforts, he couldn't remove a nut holding the tub down and said it shouldn't cause future issues. Recently, the washer stopped mid-cycle, humming but not washing. Another repairman suggested the loose debris might be causing the problem. Since the previous service was unsatisfactory, we are hesitant to call Sears again and are considering another repairman. We hope not to be charged since the initial issue was not resolved under warranty. We'd appreciate a reply via email at your earliest convenience as using a laundromat is costly. The washer is a Kenmore with model number [redacted]1 and serial number C[redacted]. Thank you, Gary and Tammy Brown.