Sears Customer Service Issues

On February 26th, I contacted Sears to arrange a repair for my Craftsman snowblower. They scheduled the repair for March 4th, a week later. The repairman performed a diagnostic check, mentioning a $99 fee for the visit that would be deducted if we proceeded with the repair. To my surprise, the repairman didn't have a spark plug or a carburetor handy. He had to purchase the parts and reschedule for March 11th. Despite the parts arriving early, customer service wouldn't move up the appointment. Eventually, on the 11th, after struggling with the snow manually, the repairman fixed the snowblower. The $99 fee wasn't credited towards the repair costs, leaving me feeling dissatisfied with the pricing and service. After over 40 years as a devoted Sears customer with various Sears appliances, I am now questioning their repair services and products. This experience makes me doubt if Sears truly values long-term customers like me.

I recently purchased a washer and dryer from sears.com and opted for installation services. I was required to buy additional accessories but was told during installation that I didn't need them. I tried to return the items, but the store is closing. I ended up with $79 worth of unnecessary products. How can I get a refund for these unused items?

I recently had my new refrigerator stop working 6 days ago. After being told a technician would come last Saturday, which was canceled, and then being informed someone would be out today, Tuesday, I have been frustrated. I understand that the technician visiting would not be able to fix it on the spot and parts would need to be ordered. Meanwhile, I have lost around $[redacted] worth of food, cleaned up water from the leaking fridge, and had to spend money eating out, totaling about $[redacted]. Replacing the necessities in the fridge and essential medicine for my family and pets will cost me at least $[redacted]. This situation is urgent, especially considering the life-saving medication involved. I am greatly disappointed in the delays and lack of concrete solutions provided, as I consider this an emergency. I hope to have the refrigerator replaced promptly, as waiting 7 to 10 more days for repairs is unacceptable. I have been a loyal customer for years, but this experience may lead me to seek appliances elsewhere in the future.

I had a terrible customer service experience with Sears. I ordered a refrigerator that was not set up correctly upon delivery. Despite requesting a replacement, multiple delays and inconvenience followed. The scheduled pick-up and refund process was changed last minute and resulted in another defective refrigerator being delivered. The driver was unhelpful and uncooperative, leaving me without a resolution. Despite several frustrating calls, I am still without a working refrigerator and my refund. This has been the most disappointing service I have ever encountered. I will not purchase from Sears again and believe their service falls well below acceptable standards.

I am seeking assistance regarding claim #[redacted] for food loss from a repair on my side-by-side refrigerator in October [redacted]. I previously sent a letter to Mr. Lampert's office in December last year but did not receive a response. The decision to deny the reimbursement of $[redacted] was communicated to me without any prior notification, leaving me shocked and disappointed. Following the loss of my son and the approaching holidays as a senior citizen, I was eagerly awaiting the reimbursement to replace the spoiled food. Despite being a loyal customer and former employee of Sears for over 40 years, I feel let down by the company I have recommended to my family. I am unsure of the steps needed to appeal this decision and feel disheartened by the lack of communication. Your prompt attention to this matter would be greatly appreciated. Thank you, Lorraine Shannon.

I recently bought a range from your store. When the delivery team arrived, I made them aware of my brand-new kitchen renovation. I expressed my concern for being careful due to the new floors, paint, and overall remodel. However, the lead delivery person was quite the opposite. He seemed irritated and ignored my instructions. During the removal of the old unit, I offered to unplug it from the tight spot, but he disregarded my assistance and damaged my new paint job with his keyring. As a nurse who saved for 17 years to remodel, I was disappointed with the delivery team's behavior. I have pictures documenting the damage and have spoken to the local manager, who apologized. I need to know how the store plans to cover the cost of repairing the ruined paint. As the store I purchased from, I am reaching out for resolution. I can provide the photos upon request.

Hello, good afternoon. My name is Gabriela Chávez, and I was expecting a delivery today between 12-2pm. I made sure to stay home and miss class to receive it. Initially, I was given a delivery window of 6-9pm on Wednesday, then it changed to 12-2pm on Thursday. Today, I saw a truck outside my house but didn't know if it was my delivery. I waited for a knock or a call but received none. When I called the delivery service, they claimed they had knocked and called, which I didn't hear or see. I checked my phone for missed calls but found nothing. This experience has been frustrating, and I request that the delivery be rescheduled for the original timeframe of 6-9pm today. You can locate my order under the phone number [redacted]. Thank you, Gabriela Chávez.

I received a Samsung dishwasher on March 16th, but the installer found it faulty and unable to use. I was informed that a replacement could be delivered by April 10th if I kept the defective unit. Despite requesting a quick solution, I was disappointed to learn that I couldn't have my original dishwasher back or receive a refund until the faulty unit was collected by the delivery team. These options are inconvenient, especially since we have a new baby at home and need the dishwasher urgently. We bought the dishwasher on February 19th to replace the old one with a broken rack. The delay until April 10th is not ideal, and we are now washing dishes by hand. We hope Sears can compensate us for the inconvenience with a discount on the replacement unit or by waiving the delivery and installation fees.

When the liquidation sale was happening at your Santa Barbara store at La Cumbre, I bought a fixture for $40. I was assured a call when it was ready for pick up. Despite my name being on it, every time I checked, it still had clothes on it. When I visited once more, the store was empty, and I hadn't been told to collect it. I tried contacting Sears, but was left waiting for a call that never came. I have a handwritten receipt for proof. I would appreciate any help on what to do next. If you have details about the liquidation company, I'd like to reach out to them directly. Thank you.

On March 12th, I bought a dress from Sears. During a chat, I inquired if I could return it in-store. The chat representative, Evert, confirmed that I could. Excited, I decided to order two sizes for comparison. To my dismay, when it was time for the return, I discovered that the items had to be shipped back via UPS for $27.12. This was quite a burden on my fixed income. I will receive a refund for the dresses but not for the shipping cost. I believe Evert provided incorrect information, causing this inconvenience. I suggest that Sears reimburse me for the shipping error. Disappointed, Sue~

I have had Master Protection for my washer, dryer, and range for years without any issues. Recently, I detected a gas smell from my dryer and had Teco Gas Co. inspect it, finding a gas leak. After scheduling an appointment with Master Protection, Rick's Appliance canceled due to not being gas-certified, prompting a reschedule for 3-22-[redacted]. Sears Holdings then rescheduled for 3-25-[redacted], citing a lack of gas certification. It's concerning that unqualified technicians were repeatedly sent for a gas appliance. I've lodged a complaint with Master Protection and hope the next appointment on 3-25-[redacted] will be conducted by a certified technician to address the gas leak promptly.

In December [redacted], I placed an order for a Craftsman 4" Bench Vise priced at $45.89 with a $3.04 tax, totaling $48.93. Upon receiving the confirmation, the price had increased to $53.99 with the same $3.04 tax, totaling $57.03. I promptly cancelled the order due to this discrepancy. This situation raises concerns about potential bait and switch tactics and sales tax inconsistencies. It seems illogical that the sales tax remained unchanged despite an $8.10 increase in the item's price. This experience has decreased my trust in Sears, and I am hesitant to make future purchases from them.

I purchased tires for my Traverse in January [redacted] at a local Dover, DE store. Unfortunately, the store has since closed. I now have to travel almost 2 hours to the Kirkwood Hwy location to have my tires rotated and balanced. Despite providing my original receipt, they were unable to locate my information in the system. They insisted I pay for the service again, which I believe is unfair. My husband attempted to contact customer service four times but was hung up on each time. If the store cannot honor my lifetime balance and rotation, I expect a refund for the road hazard warranty. I invested over $1,[redacted] in tires with road hazard coverage, and the closure of the Dover store has made it impossible for me to receive the services I paid for. This level of customer service is unacceptable.

My oven from [redacted] displayed a service code, leading me to contact Sears Repair. After providing the oven's details, I was assured that any required part could be ordered and received in 7 to 10 days. Even my neighbor, who was willing to cover the technician's visit, received the same information from the parts department. However, upon the technician's visit, it was discovered that the part needed for the master control panel was no longer being manufactured. This contradicted the information we had received, making us feel misled. We would not have proceeded with the appointment had we known the part was obsolete. As a result, I believe a refund of the $[redacted] charged to my neighbor is necessary due to Sears not being transparent with us.

I am experiencing frustration with the lack of customer service and clear information regarding my technician appointments. This is the second time the scheduled appointment details have not aligned with the actual events. The appointment was set for 8AM-12PM, but after receiving a text stating the technician was on the way, he did not arrive even after 3 hours. Contacting customer service revealed the technician was at another location and would call before heading my way, putting him outside the scheduled window. Despite being informed the window was 8AM-5PM, this contradicts what I was initially told and what was communicated in the email. The inability to contact the technician or receive accurate updates on their arrival time is frustrating. Previous experiences have included technicians not showing up and scheduling appointments without notice. I have invested significantly in appliance warranties and expect better communication and service. I have made accommodations to be home for these appointments, and the inconvenience and lack of service are unacceptable. I am requesting a refund for the warranty due to the unsatisfactory service provided.

After purchasing a $[redacted] Kenmore Elite fridge, I recently experienced an issue where it stopped working after 5 years of use. A technician diagnosed the problem as the compressor, which is surprising for a fridge of this age. Initially scheduled for a repair appointment on Thursday from 1-5, I informed the technician of my unavailability at that time due to having a 2-year-old child reliant on milk storage. The technician assured me that I could reschedule as soon as I received the necessary part. Since Monday, I have been trying to move my appointment to an earlier time without success. I am hoping to secure a new appointment slot for tomorrow afternoon or early Thursday morning to reunite with my son and resolve this inconvenience promptly.

I am writing to express my frustration with the recent malfunction of my Kenmore Elite Fridge, purchased in November [redacted] for over $[redacted]. The compressor has failed after just 5 years of use, which is unacceptable. Despite the technician's visit on Thursday, March 21, [redacted], during which he scheduled a follow-up appointment for Thursday, March 28, [redacted], I am still without a working fridge as I was unable to accommodate that time. I have a 2-year-old son who requires refrigerated milk, and this situation has been incredibly challenging for us. Since Monday, March 25, I have been attempting to reschedule the appointment to no avail. The customer service representatives have been unhelpful, offering only later dates which do not suit my urgent needs. I kindly request a more compassionate approach to resolving this issue as it has been almost two weeks without a functioning fridge. Your prompt attention to this matter would be greatly appreciated.

We purchased our Kenmore refrigerator model [redacted]2.[redacted] a year ago with the expectation that the reversible door handles would be switched upon delivery and installation. Unfortunately, the installation process was riddled with issues, including missed appointments, inexperienced technicians, and stripped screws. Despite multiple attempts to have the handles placed on the correct side, the problem persists. To add to the frustration, the recent attempt to clean the fridge uncovered more issues such as missing bolts and poorly tapped holes for the freezer handle. We are in desperate need of a resolution, either through the proper repair of the existing freezer door or the replacement of the door altogether. We remain hopeful that Kenmore can rectify these ongoing problems as we have always valued their products and customer service.

I purchased a dishwasher and refrigerator at Sears Southgate in Colorado Springs, Colorado, both of which came with a warranty. The appliance manager assured me that if anything went wrong, they would be replaced without question. Unfortunately, the refrigerator is freezing items on the top three shelves and has several issues like a stuck drawer and loose parts. The dishwasher is also not cleaning effectively despite my efforts to maintain it properly, leaving dishes dirty and with soap residue. The warranty team informed me they can't repair the fridge or dishwasher due to these issues. I would like to request replacements as per the initial promise made to me.

In January [redacted], Elizabeth Rhodes cancelled a refrigerator repair order due to a long wait, and everything was resolved with a part returned and money refunded. Recently, on March 28, [redacted], she unexpectedly received a refrigerator compressor from Georgia. She is now in need of a shipping label to return it at no cost. Additionally, she may need to purchase a new box as the original packaging is in poor condition. In case of any unauthorized charges on her credit card, she will require contact information for the billing office. Her phone did not transfer all her contacts, and the account is listed under Elizabeth Rhodes at [redacted]. The email shared belongs to Janice Rhodes, who made the initial payment with her credit card. Kindly provide a shipping label and the billing office's contact number promptly.