Sears Customer Service Issues

I bought a portable washing machine in March of last year. Sadly, it hasn't worked for the past 4 months. Despite 4 technician visits, it remains broken, and the supervisor won't replace it. Today, a new technician claimed a part was shipped but never arrived. When contacting Sears, I learned the part is still on back order and my warranty ends March 31. I've asked Sears to extend the warranty due to the long-standing issue, but they declined. A customer service agent promised a replacement if the part isn't installed by March 2, but no email confirmation was sent. I want this issue resolved promptly.

I own a Kenmore Elite refrigerator that is only 2 years old. After a technician visit on 2/13, I was told the compressor was faulty, surprisingly breaking down so soon. My scheduled appointment for March 1st was rescheduled to March 8th without my consent. I reached out to try and get an earlier appointment but was told the soonest was March 8th by a supervisor named Chester, who refused to let me speak to his manager Isabelle. I have since left multiple messages at Mr. Lampert's office, contacted service care on Twitter, and sent 2 emails. Waiting for a prompt resolution. Thank you, A. Dowdy.

My refrigerator broke down. A technician used a blower to melt the ice from the fan, charging $[redacted].48 without actually fixing anything. It broke again a week later. When Sears came, they couldn't do anything due to ice buildup, estimating $[redacted].00 for parts. After 23 calls, I spoke to supervisor A. Rodriguez, who initially admitted it was a mistake to charge me. However, in subsequent calls, his attitude changed abruptly as he promised a refund in 21 days, which never arrived. I felt mistreated by the customer service in Mexico. I am considering legal action if not reimbursed. You can reach me at [redacted]. I am bedridden and explained this situation to everyone I spoke with. The issue remains unresolved, and I am questioning if this is an intentional act to withhold my money before closing in Puerto Rico. I am eagerly awaiting your response.

I would like to thank you for all the hard work and years your stores have put in. I am saddened to hear about the store closures. Over a year ago, Hurricane Harvey devastated us here in Vidor, Texas. Many people are still not back in their homes. I have a washer I purchased from your store several years ago which has been great, but I have been offering to help people in need. I don't ask for detergent. We are facing an issue with our washer being on its last leg. I am hoping to get help with a washing machine set at the closing store in Port Arthur, Texas. The set costs $1,[redacted], and I can't afford it. I am not asking for it for free, but any help would be appreciated. We have been through a lot and any assistance would mean a lot to us. Kindly let me know if there is any way you can assist. Thank you for your time.

Subject: Disappointment with Recent Purchase Dear Customer Service, I am writing regarding my recent purchase of a fridge from Sears Outlet Online (order #[redacted]88) on 2/13/19. Despite detailed images and descriptions, upon delivery, the fridge had scratches and dents that were not revealed in the ad. Multiple failed delivery attempts and miscommunication with the delivery team have left me dissatisfied. After contacting customer service, I was offered limited options which did not address the issue adequately. Despite visiting the store to look for an exchange, I have not found a suitable replacement. I am now requesting a 20% discount to be refunded to my card as a fair resolution for the inconvenience caused. I hope this matter can be promptly addressed and appreciate your assistance in rectifying this frustrating situation. Thank you, Jamie L.

I attempted to reschedule my service appointment for a recalled Flushmate part, but encountered issues with the automated system. Despite providing the necessary information on the available days and timeslots, I was repeatedly disconnected after a brief connection to a representative. After contacting multiple numbers, I was only able to confirm the part's recall status, not reschedule the appointment. This situation is frustrating as it has happened before, and I feel stuck in a loop of unhelpful responses without any real solutions being offered. I am unsure how to proceed and feel like no one is truly addressing the problem effectively.

Appliance Information: - Product: Kenmore Refrigerator - Purchase: 1 year ago - Issue: Repair needed - failed compressor - Model Number: [redacted]4 - Serial Number: ba[redacted]6 Customer Information: - Joaquin & Janeth Maldonado - Address: [redacted] Magnolia Woods Blvd, Orlando FL [redacted] - Contact: [redacted] - Email: [redacted] We have been loyal Sears customers for over 40 years, mainly buying Kenmore appliances. Our recently purchased Kenmore Refrigerator has a failed compressor after only a year. The technician suggested it may have been previously repaired, questioning its quality as a new purchase. The repair cost far exceeds what we paid for the appliance, leaving us very dissatisfied. This unexpected issue has shattered our trust in the Kenmore brand. We seek a resolution to this disappointing experience. Sincerely, Janet Maldonado

My Maytag dryer has been non-functional since January 25. Despite multiple attempts, the service technician sent the wrong motors 2 to 3 times. The last technician came on January 27 and mentioned that there is no part available for my dryer. We have a home warranty in place, and as per the contract terms, if the unit cannot be fixed, we are entitled to a replacement. Our current dryer is 19 years old, and after many frustrating phone calls and being hung up on, we are seeking a new dryer as per our agreement. This entire situation has been handled poorly. We are loyal Sears customers and expect better treatment. It has been inconvenient having to go to the laundromat, especially with a senior member in the household. We simply want our entitlement honored. Please assist us promptly. Thank you, Martha.

I purchased a refrigerator on January 7, [redacted], with a scheduled delivery date of January 28. Despite confirming the delivery on January 27, no one arrived or contacted me on the 28th. I've reached out to Sears 12 times since then, but have not received any emails or returned calls as promised. I'm frustrated as no one can provide me with a delivery date. I paid for the refrigerator with my credit card. Sears' call center is in India, making it difficult to communicate effectively. They referred me to a third-party carrier who joked about not delivering for Sears in over a year. I expect at least the delivery of my refrigerator and perhaps a complimentary parts and labor warranty due to the poor service and inconvenience endured.

I recently had my vehicle serviced at an automotive shop and encountered an issue. I had new tires installed along with an oil change. While changing the oil, the technician notified me that an oversized drain plug had been installed. This is typically a temporary solution when the oil pan threads are stripped, often caused by over-tightening or misalignment during the installation. I have always trusted Sears for my automotive needs, and the original plug was in place during my previous visits. The last oil change was done by a now-departed employee. As I rely heavily on my vehicle for work, I am concerned about potential oil leakage on the road due to the loose plug. I am seeking assistance in obtaining the proper repair for the drain plug situation.

Subject: Disappointing Experience with Kenmore Refrigerator I am reaching out as a loyal Sears customer of over 40 years who has been exclusively purchasing Kenmore appliances. Recently, our Kenmore Refrigerator purchased just one year ago stopped working. The technician diagnosed a failed compressor and suggested it may have been a refurbished appliance due to prior repairs. The repair cost exceeds the refrigerator's purchase price, leaving us dissatisfied and perplexed by this unexpected issue. As dedicated buyers of Sears for their quality products, it is disheartening that a one-year-old refrigerator would have such a significant malfunction. We are left questioning our trust in the Kenmore brand moving forward. We hope for a resolution to this disappointing situation. Sincerely, Janet M.

I experienced a significant problem after the previous technician installed a new water pump and two shocks in my washer, as it was moving around and off balance after his visit. Another repair technician came to inspect it and found the two shocks were not properly connected by the previous technician. I am frustrated by the lack of proper service. I need urgent assistance from a senior official to address the issue. My phone number is [redacted], and the name is Jordan Adams. My address is [redacted] Levi Lane, Sarasota, Florida [redacted]. I have been facing challenges getting through to the support line, with one call ending abruptly after a long wait. This level of service is unacceptable.

Hello, I bought a refrigerator from Merrit Island Sears in January [redacted] and also purchased Warranty agreement #[redacted][redacted]. We only use the appliance for 3-4 months a year as we live in Buffalo, New York. Since we returned, we noticed ice buildup in the freezer and difficulty opening the drawer. Several repairmen tried to fix it, with one clearing the ice buildup and the others working on the rollers and gaskets, but the issue persists. New gaskets and rollers are now being ordered, with work scheduled for 3/15. However, today is only 3/5, and I had trouble accessing the freezer last week, leading to daily shopping for 5 days. It will be 10 days before we can use the freezer again. We are frustrated and feel a new product may be necessary. We have been patient, but this situation is becoming unbearable. We would like a prompt resolution. Thank you, Dave and Mary Grace Frank.

Dear Mr. Lambert, I am writing to express my disappointment and frustration regarding a purchase my wife and I made at the Willowbrook NJ store in Jan [redacted]. Despite being promised no interest for two years, I later discovered interest charges on my bill in mid-[redacted]. After contacting customer service, I was assured the issue would be resolved, but to my dismay, the interest charges reappeared in January [redacted]. Subsequent attempts with customer service have been unsuccessful, with promises made and denied resolutions. I am seeking your intervention to honor the original agreement. I am prepared to provide any necessary proof of my payments and interactions. The current treatment is unfair and I am considering escalating this matter to consumer protection agencies if necessary. Please address this promptly. Sincerely, Arlene L Irizarry

I purchased four appliances online (dryer, washer, range, and dishwasher) at full price under the save on all payment program. Following the instructions of the payment option, I promptly emailed the designated department after placing the order with the necessary information, the salescheck number. I was informed through emails for each order that I would receive a gift card within thirty days for the margin between the full price and sales price, along with an additional ten percent for choosing this payment method. However, after the thirty-day period passed, I had not received any communication. Despite contacting them via phone and email on March 4th, 5th, and 6th, I was eventually told through email that I wouldn't be receiving a gift card due to using coupons and discounts at the time of purchase, which was not disclosed during checkout. I have repeatedly requested a price adjustment for the difference between the sales price and full price plus ten percent to be refunded to my credit card. Despite some representatives mistakenly processing it as a gift card, ultimately, a refund has not been granted. I am currently facing a loss of almost $3,[redacted]. My order numbers are [redacted]54, [redacted]74, [redacted]49, and [redacted]62. I am seeking a refund to be applied to my original payment method, credit card, for the discrepancy between the sales price and the full price plus ten percent.

I purchased a Craftsman mower 15 months ago. Initially challenging to start and surged while running. Hoped it would improve after breaking in but did not. After mowing the front yard twice, it failed to start for the third time. With an extended warranty, I dropped it off for repairs at a contracted facility, which replaced the carburetor. However, on the third use, it wouldn't start again. Another 45-minute drive to a different facility revealed a new policy requiring a paper receipt for repairs. Despite the first facility not needing it, the new one insisted. After attempting to replace it at the store where I bought it without success, I was offered a technician visit but with a diagnostic fee. I simply seek a reliable mower as this one is not meeting expectations. Thank you, Lloyd Durbin.

On February 20th, [redacted], a Sears repair technician visited my residence at [redacted] Ardmoor Ct., Rancho Cucamonga, CA [redacted] to address issues with my refrigerator. The ice maker was malfunctioning, causing the ice to melt and water to leak onto the floor. The technician diagnosed a defective ice maker, ordered a replacement, and installed it on March 6th, [redacted]. Following the replacement, an "Error code ER IF" appeared on the refrigerator display. I contacted Sears repair department, and they scheduled another visit for March 11th, [redacted], mentioning a $99 diagnostic fee. I am concerned about this charge as the initial problem arose during the maintenance contract period. I am seeking advice on how to proceed with getting my refrigerator repaired without incurring additional costs.

Regarding order #[redacted]84, I received my gas dryer on March 6 but did not get the additional parts I needed. The installer had a gas line but didn't replace the vent or change the door to open on the left. My husband contacted Sears, and a service call was scheduled for March 9, but we didn't receive a reminder call. After waiting on hold for an hour, we got disconnected. We need assistance with this issue.

I have a layaway contract for clothing items, and recently noticed that some items on my plan have dropped in price. To get the adjusted price, I have to pay off the contract, return all the items, and then re-shop for them. I'm not allowed to re-purchase the same items directly. I'm disappointed that I can't just adjust the prices without this hassle. The store in McKinleyville, California, looks quite messy, and with my busy family life, I don't have the time to go through this process. The manager suggested I wait for the items to be reshelved, but that's not practical for me. It's frustrating to have to potentially search for different sizes and spend more time on something I've already taken care of.

I recently purchased a Kenmore Elite washer and dryer for my new home. They were installed on March 8th. That evening, I ran a load in the washer on the "Cold Clean" setting, but the clothes came out hot instead of cold, which was unexpected. In addition, the dryer did not dry my clothes properly, requiring me to run it multiple times using different settings each time. I scheduled a service technician to come today, March 11th, between 1pm-5pm. However, after informing them of the challenging setup of the appliances and my need to attend a funeral at 5pm, I was informed that two technicians would be required for the visit and that they needed to reschedule for tomorrow. I expressed my frustration to a supervisor who offered me "Shop Your Way Points" for the inconvenience, which I found inadequate given the issues I've faced. Additionally, I had a problem with an order from one of the Marketplace retailers, "GoLinens," where I received the wrong size drapes and have been unsuccessful in reaching them for a resolution. I am looking for Sears to address these issues promptly.