Sears Customer Service Issues

I recently ordered an elliptical from Sears and scheduled a delivery window, but the delivery crew arrived 2 hours early, which I have footage of from my security cameras. Despite my request for them to come back during the established window, no further delivery was made. After contacting customer service multiple times, I was only offered a new delivery date 3 days later and a $60 rebate. I haven't received a new delivery window, I'm still out $[redacted], and the customer service response has been unsatisfactory. I am considering sharing my experience on social media and security camera images of the delivery crew mishandling appliances. I am requesting a 30% refund and that the elliptical be delivered between 10-11 am on Saturday, 3/30/[redacted]. You can find my order under the phone number [redacted] belonging to Derek F.

Dear Sears Company, I am writing to address the recent issue I have encountered with my Sears charge card. After misplacing my card, I reached out to Sears to request a replacement. To my surprise, I received a Citibank Master Charge card instead, without my authorization or consent. Despite my efforts to resolve this matter with customer service, I was informed that my original account was canceled, and I was issued the Master Card in its place. I am adamant about wanting either my original "blue card" reinstated or a regular Sears charge card. I am disappointed by Sears' refusal to accommodate my request, especially after being a loyal customer for 39 years. I have stopped my auto payments and kindly request a refund of $[redacted].49, along with other credits and checks owed to me. It is crucial to me that my established Sears account, referenced as #5[redacted] 0[redacted], is reinstated. I will not be activating the Citibank Master Card. Sincerely, Robert E. Clark

Dear Sears Customer Service, I am reaching out regarding my Sears account #5[redacted] 0[redacted], which I have held for 39 years. Recently, I misplaced my "Blue Sears Card" and requested a replacement from Sears. I was surprised to receive a Citibank Master Charge card instead, which I did not authorize. Despite speaking with a supervisor who mentioned that my original account was canceled, I strongly oppose the issuance of the Master Card without my consent. I am adamant about either reinstating my original "blue card" or issuing a regular Sears charge card. It is disheartening that Sears is unwilling to accommodate a loyal 39-year customer like myself. I have halted auto payments, except for a recent $65 payment, and request a refund for this and other credits on the closed account. I have identified two Sears checks due for refunds totaling $[redacted].49. I urge Sears to refund this amount promptly and reinstate my long-standing account based on the loyalty I have demonstrated. I am resolute in my decision to reject the Citibank Master Card and will not activate this unwarranted "replacement" card. Sincerely, Robert E. Clark

Order number [redacted]96. I placed an order for a battery, but received a charger instead. Despite reaching out to the supplier via email twice and contacting Sears to cancel the order, I have not been able to return the incorrect item. I have called Sears five times since March 15th to address the issue but have yet to receive a return label as promised. Claudia mentioned a 72-hour research period on March 20th but never followed up, and Phoebe assured me a return label would be sent within three days, which did not happen. Linwood B. later mentioned a 3-5 business day period for research on March 28th. All I am seeking is to return the item and receive a refund without all this unnecessary trouble. I appreciate any assistance in this matter.

On the 5th of March, I contacted Sears to repair my Whirlpool washer. The technicians diagnosed it needed a new board and requested $[redacted].00 upfront to order it. They installed the board a week later, requiring an additional payment of $[redacted].00, but the washer still displayed errors. After numerous rescheduled appointments, they now believe it needs more repairs, delaying the process further. After five weeks and $[redacted] spent, the washer remains unusable. Attempting to reach out to customer service only connects me to unhelpful representatives in different countries. I am frustrated with the lack of progress and communication. I am eager for someone to address this situation promptly.

I recently bought an appliance online from sears.com, expecting next-day delivery based on the salesperson's assurance. However, the appliance arrived four days later causing me to lose perishable food. I was disappointed as I urgently needed the appliance. The chat transcript confirms the promised next-day delivery. Despite attempting to salvage the food, it was a loss. I am discontent with Sears' customer service; being misled to make a purchase is unacceptable. I request improved sales training and compensation such as a refund, discount, free warranty, or store credit. I hope Sears addresses my concerns and rights this situation. Jill S.

I contacted Sears after an incident where I fell into my dishwasher, making it inoperable. A technician determined that repairing it would be more costly than replacing it. I paid a $99 fee in cash on 1/28/[redacted], luckily receiving a receipt. Despite my payments, I later received notices claiming I hadn't paid. Even after submitting documentation multiple times, Sears proceeded to charge off the fee and sent my account to collections, damaging my credit over the $99 charge I had indeed paid and evidenced. Sears is responsible for rectifying this error and reversing the negative impact on my credit immediately. I urge Sears to correct their mistake promptly. My name is Corrin M., and I can be reached at [redacted]. My address is [redacted] Camino San Mateo, Indio, California [redacted].

In November, I bought a refrigerator, stove, microwave, and dishwasher. The delivery and installation didn't go smoothly. Recently, I bought another refrigerator in March, but it was the wrong size, so I refused the delivery. Trying to get a refund has been a frustrating ordeal. Despite purchasing it in-store, I was refused a refund immediately and was told to wait 7-10 days. The delay in getting my money back doesn't make sense. This whole experience has been incredibly disappointing. I wanted to support your business, but the lack of customer service has completely changed my opinion. If I could, I would return all the appliances I purchased in November. This treatment of customers is unacceptable. I will definitely be sharing my negative experience with others.

Kenmore Elite refrigerator malfunctioned within 2 years due to compressor and other part failures. Despite being aware of the issue, no recall or assistance has been provided to consumers. Technical difficulties further hindered the repair process, with multiple challenges faced in acquiring essential tools and parts. The availability of parts contradicted initial promises. Sears, while passing responsibility to LG, failed to disclose LG’s involvement with Kenmore. Customer service exhibited poor communication, displaying rudeness and unhelpfulness. The emphasis on selling extended warranties over addressing inherent product flaws was disappointing. Frustrating interactions included numerous unsuccessful attempts to resolve the issue, ultimately resulting in food and medication loss. Dissatisfied with Sears and Kenmore, I will caution others through social media and consumer advocacy platforms about their unsatisfactory performance. Their ineffective responses and service failures have left me disillusioned.

Yesterday, the dishwasher was installed. After the installation, when I attempted to open the door, it would not budge. I followed the suggested troubleshooting steps such as pressing cancel/start, air dry for 3 seconds, as well as unplugging and then re-plugging the dishwasher, but unfortunately, the door still remains stuck. I didn't see any visible latch to try to manually release it. The Ssars Appliance Showroom, where the appliance was purchased, attempted to contact service on my behalf but indicated that I needed to initiate the service request. Despite my efforts to reach out via telephone, I have been left on hold without any assistance. Additionally, the chat option provided has not yielded any results either.

URGENT: Kenmore Refrigerator Model [redacted]40 requires immediate repair. This is the second repair request after the visit on 3/12/19. My spouse relies on refrigerated medication due to health issues. Despite my multiple calls to Sears, the earliest appointment given is for April 10th, which is not acceptable. I have been on the phone with various Sears representatives all day without a resolution. It is now almost 3 PM, and time is running out as the service department closes in 2 hours PST. My husband's health is at risk due to the refrigerator malfunction, and we urgently need a repair today. Please assist promptly. Betta Ch., [redacted] Burley Drive, Milpitas, California [redacted]. Contact: 1 [redacted], email: [redacted]

I am trying to get back the ratchet borrowed from my father by Charlie Hopkins at the Sears repair department in Connecticut. Charlie returned a Williams ratchet, not my father's, and despite calling every day for over a week, I have not received a response. The issue has been escalated by several supervisors in the Philippines, preventing me from reaching a Sears supervisor in the United States. They have advised me to wait 72 hours for a response, yet no reply has been received since Wednesday, 4/3/[redacted]. Kindly assist me. Please contact me as my email receives numerous emails daily, making messages get lost. Thank you for addressing this matter.

I bought a lawn tractor about 3-4 years ago. I have maintained it well, sending it for yearly service. Unfortunately, it recently had a major issue requiring a pricey $[redacted] repair that isn't worth it. I paid almost $[redacted] for this tractor. I'm hoping Sears can offer me a discount on a new one as I have all the compatible attachments and prefer the Craftsman brand. Any help would be greatly appreciated, as I had hoped this tractor would be long-lasting like my first Craftsman. Thank you.

I visited the KMart store in Hastings, Michigan yesterday and I was impressed with the cashier and store manager. After filling out the customer survey on my receipt, I noticed the survey rules indicated it had ended. Despite this, I submitted my feedback. However, when I tried to contact Kmart customer service via chat, the response I received did not address my query clearly. I requested an email address for further communication, but the provided address led me back to the survey page. I'm looking for a proper email address to send my question to someone who can give me a genuine answer. It seems like participating in the survey and sweepstakes may have been a fruitless endeavor.

I placed an order for a gas range under order number #[redacted]21 weeks ago. Yesterday evening, I was informed via phone call that the delivery was confirmed for today at 11 am. However, to my dismay, I later received an automated message stating that the delivery had been canceled. This caused a major inconvenience as my tenant took the day off work to receive it. After reaching out by phone, I was informed that the range was damaged and a replacement would take an additional 3 weeks to order. This delay is completely unacceptable. I request an immediate replacement with a comparable or superior range at a significant discount. As a long-standing customer with multiple properties who has always trusted Sears for appliances, I am extremely disappointed that a supervisor did not reach out to address this issue promptly. I expect a prompt resolution to this matter. Louann Lightfoot

I own a Kenmore refrigerator that has not produced any ice since November. I have had 9 scheduled service appointments, all unsuccessful. Unfortunately, today's appointment had no assigned technician due to a missed part notification on April 3rd. As a result, I'll have to reschedule once again and take more time off work, making it the 8th time off work for this issue (9 if we count one Saturday). The communication has been poor, with language barriers and unhelpful supervisors. I am beyond frustrated and disappointed in the service provided. Due to the inconvenience and multiple service visits, I would like to request complimentary water filters for the lifetime of my fridge through your automatic delivery program. This experience has been a complete joke, especially now with a freezer door blocking my hallway. - B. J.

I recently purchased a Craftsman [redacted] 85 lb. Broadcast Spreader to tow behind my Craftsman Lawn tractor. However, after assembling and using it, I was very disappointed with the spreader. The positive stop for the setting does not work effectively, resulting in over-spreading, and there is around a half-inch of material left in the unit. The manual's recommended settings, especially for Scotts fertilizer at 3.5, were excessive, causing me to use more product than necessary. Despite my dissatisfaction, I hesitate to return it to the St. Augustine, Fl. store due to a negative encounter with the Manager. The overall quality of the spreader is disappointing and does not match the standards of other Craftsman products I own. Unfortunately, it seems like I am stuck with a $69 spreader that is not functional as expected.

I contacted customer service on April 8, [redacted]. The representative was polite, but it took nearly twenty minutes to schedule an appointment with a service technician. Despite having a Sears Master Protection Agreement, I had to provide my name, address, the product details, and the issue. I was asked to download the Sears app on my cellphone, then take pictures of the malfunctioning light in my freezer, including the outer cover. Struggling to remove the cover, I explained the difficulty but was offered an extension on my warranty for my Kenmore refrigerator and other appliances. As my house is on the market, I declined the offer and reiterated my need for a technician appointment. After a long process, I was able to secure the appointment. It was frustrating that scheduling a service visit took significantly longer than my previous experiences, which typically took less than 5 minutes.

I am seeking clarification as to why the store is selling washing machines that are apparently allocated for customers who have already paid. On April 4th, I made a purchase of a washer with Order #[redacted]19 and delivery set for the 11th. During that time, the website displayed the model available for pickup at the Eureka, CA store, indicating stock availability for delivery when I made the purchase. However, an email received yesterday notified me of a rescheduled delivery to the 25th due to stock unavailability. Despite this, there were machines in stock for delivery at the time of my order on the 4th. In my opinion, it is not good business practice to sell an item that has already been sold and reserved for another customer.

I purchased a new refrigerator to be delivered to my property in DHS. The realtor was scheduled to receive the delivery today, and the main reason for the purchase was to have the old fridge removed. Initially considering Lowe’s and Home Depot for their delivery and haul-away service, I received an email from Sears while shopping. Since I had a positive experience with appliances and service at the Thousand Oaks store, I accepted Sears' offer. However, the delivery team refused to haul away the old fridge according to the realtor. This lack of service is disappointing, as I have never encountered such issues in the [redacted] service area.