Sears Customer Service Issues

I contacted Sears Home Services to fix my squeaking dryer. A service technician visited on 4/2. Despite scheduling a maintenance and cleaning for $[redacted], the technician was unfamiliar with it. He replaced a different part, which did not resolve the issue, recommending a $17 pulley instead. Surprisingly, we were charged $[redacted] for labor, plus an $89 diagnostic fee, totaling $[redacted]. Attempting to speak to a supervisor, I endured 35 minutes on hold and got disconnected after a further 15 minutes. I have spent over an hour being shuffled between calls without resolution. Frustrated with this inefficient service, subsequent calls only resulted in additional transfers. I am requesting a $[redacted] credit to be issued to my charge card.

I brought my power washer to the Sears store in Hatillo, Puerto Rico, on September 13, [redacted], for service. I was told they would call me once it was fixed, but never received any updates. Two months later, I visited the store to check on my equipment and was informed that the repair cost exceeded the value of the machine. They referred me to the appropriate department for a replacement, but they couldn't find a valid replacement code. After six months of struggling with this issue, which led me to rent a pressure washer to complete a home project, I am dissatisfied with the $[redacted].00 offer. I believe a Craftsman [redacted] 2,[redacted] psi gas pressure washer would be a suitable replacement for my old machine.

Claim Number: [redacted] Paul and Tammie H. [redacted] Cornell Dr Huntington Beach, CA [redacted] [redacted] To Whom It May Concern at Sears, I am reaching out for urgent assistance regarding our broken dryer. After multiple failed repair attempts, the dryer was left inoperable by your technician two weeks ago. Despite countless hours on the phone with representatives, I have yet to receive approval for a replacement. The lack of progress and repetitive responses from your staff have been incredibly frustrating. When I sought help from a supervisor named Manny, he provided no resolution and abruptly ended the call. This experience has been a nightmare, and I plan to escalate my concerns to Consumer Services and the Better Business Bureau due to what I consider a breach of warranty. I have decided to purchase a new dryer and expect a refund for the amount spent on the previous one. Please contact me promptly to address this ongoing issue. Sincerely, Tammie H.

I am extremely dissatisfied with my recent purchase of a Kenmore Elite Grab-N-Go Bottom Freezer Refrigerator from Sears in January [redacted]. I am disappointed that the fridge only lasted 4 years and 3 months before breaking down. The appliance froze everything and then defrosted, causing me to lose all its contents. The repairman informed me that the Freon had leaked and the repair would be too costly. I am frustrated to both be without a working fridge and have incurred a repair bill. This experience has led me to reconsider my loyalty to Sears after being a customer for 37 years. I also had issues with a Kenmore Elite washer/dryer that required three repairs. I plan to advise my family and friends against purchasing appliances from Sears in the future. It is disappointing to learn that the appliance is actually made by LG, as I believed it was a Kenmore product. This situation has left me feeling very upset with Sears.

I have a Sears warranty on my Frigidaire Dryer. On March 7th, I contacted them for repair. The repairman arrived on March 8th, but needed to order different parts. He scheduled to return on March 22 for the repair. However, when he came back, the parts were incorrect, and new ones were necessary. Despite multiple follow-ups, I have not been informed about the back-ordered parts. I had to reach out to Sears Repair myself and was promised callbacks that never happened. It's been over a month, and my dryer is still in need of repair. I reached out to support again today, and they said they would escalate the issue. I remain skeptical that this will be resolved promptly. I require assistance to ensure my dryer gets fixed promptly.

I am still waiting to hear back from you. I would like to resolve this issue as discussed with Ronald. I expected Sears to support their Marketplace sales as promised. My Sears Order #[redacted]95 and Order Confirmation #: [redacted]95. The machine I received does not match the description provided and I paid $[redacted].00 for it. The offer of only a $8.00 refund is unacceptable. My email for contact is [redacted] Thank you for your attention to this matter.

In April [redacted], my spouse and I purchased a new Kenmore Elite French door refrigerator/freezer for $[redacted]. Upon the recommendation of a Sears service technician, we believed it was the best choice. Unfortunately, the compressor in the new appliance failed on April 10, [redacted]. Previously, we had used a Kenmore refrigerator for 26 years without any issues. The situation worsened on April 12, [redacted], when we discovered that it would take 8 days to deliver and install a new warranted compressor. The service also included an $89 charge for the initial visit and an additional $[redacted] fee for parts and labor. We have suffered financial losses in food and time off work due to this issue. We are seeking a resolution that involves waiving these charges or compensating us for our losses, as the proposed fix does not address the unacceptable 8-day wait time or the time missed from work.

To Whom It May Concern, I am writing to express my discontent with an incident that occurred at the Arrowhead location on Sunday, April 7, [redacted]. After picking up my order, I approached the jewelry counter with my daughter to request a shopping bag as instructed. Despite the lack of other customers, the staff seemed disinterested. When I asked for a bag, a lady, who later identified herself as the manager named Betty, rudely refused. Despite explaining that I had made a purchase, she continued to be unhelpful and confrontational. This unnecessary behavior left me feeling disrespected and unwelcome while my daughter witnessed the whole encounter. I am seeking compensation and prompt resolution to this issue. I hope to hear from you soon to address this matter. Best Regards, Sarina Lewis

Hello, I am Vickie W. Smith, a loyal customer. I am extremely disappointed with the service provided at the Auto Center in Arbor Pl. Mall, Douglasville, GA. On April 8, [redacted], I brought in my [redacted] Camry for an oil change. After picking up my vehicle, I was informed of a "bad oil leak" without being given specific details. When I inquired further, I was simply told they needed to clean the motor to find the source. This caused me significant concern about driving my car. Subsequently, on April 13, [redacted], I was informed about a broken oil dipstick and incorrect oil gasket placement. I desire to escalate this issue to the CEO for proper resolution. Thank you for your attention to this matter.

My spouse and I renovated our kitchen and dining area just two years ago. We bought all new appliances for the kitchen at our local Sears store on Hylen Drive in Rochester, NY. We purchased an above-the-range microwave, a range, a dishwasher, and a refrigerator, which was quite an investment. Two weeks ago, the microwave suddenly stopped working. I checked the breaker and the outlet, but they were both fine. When I called the [redacted] number on the unit, I was informed that it was out of warranty and that there would be a flat fee of $[redacted] for a repair person to visit, with the charge being applicable even if the unit couldn't be fixed. This situation is completely unreasonable and unsatisfactory to me. I expect more than just two years of use from a unit that cost over $[redacted] and wasn't heavily used. Is this the level of quality that your company stands for? I would like an explanation as to why I am being asked to foot the bill for something that is only two years old. I expressed my dissatisfaction with the agent over the phone and will escalate my concerns to Kenmore directly and on social media if a satisfactory resolution is not provided. Thank you.

I am seeking assistance with a charge dispute regarding a recent service for my Kenmore appliance suite. After experiencing an issue with the stove drawer dragging on the floor, I contacted the store for assistance. Although the technician mentioned a charge for the adjustment, I informed him that the appliance is under warranty. He assured me he would handle it without charge. However, despite numerous calls, I am still receiving invoices and threats of collections. I urge for a prompt resolution to this matter to cease the unwarranted bills. The appliances were procured from the Tucson Mall, Arizona, and the service took place on 10/29/[redacted] under Sears Home Services. The service number is [redacted][redacted], indicating a charge of $99. I appreciate a swift response. Thank you. James K., [redacted].

I bought a Kenmore refrigerator in December [redacted] and it was delivered in January [redacted]. Unfortunately, the refrigerator/freezer stopped working properly in March [redacted]. After contacting Sears, a technician assessed that it needed a new compressor due to voltage specifications mismatch. Several parts were ordered, but one is still pending. Despite contacting customer service multiple times, the part has not arrived, leaving us without a refrigerator for 19 days. This is particularly challenging for us as my wife, initials [D.], is diabetic and relies on refrigeration for her insulin. We are eagerly awaiting the arrival of the remaining part to get our refrigerator up and running again.

I own a ProForm 585s Treadmill under the Sears Master Protection Agreement. During annual maintenance, a tech broke a crucial piece that cannot be replaced, rendering the treadmill unusable. I was given $[redacted] for a replacement, yet the suggested treadmill does not match the features of the 585s I had. I visited Sears in Yonkers, NY, on April 7 trying to select an alternative, but the chosen AFG 3.3AT model was not available in the warehouse. Despite leaving phone messages with the Fitness Department seeking information on the treadmill’s availability, I did not receive any callback. I also contacted the Master Protection Agreement department to discuss the cost difference and deadline extension, receiving no resolution. I communicated with Beverly, an assistant manager, but never received confirmation on the AFG treadmill's availability. Despite numerous attempts to follow up with her, I was unsuccessful. I have urgently tried to resolve this issue due to health reasons, requiring a treadmill with a fan. I am requesting approval for a treadmill equivalent to the ProForm 585s and an extension of the 90-day deadline, which expires soon. This situation arose from the technician breaking a crucial part. Your attention and help on this matter would be greatly appreciated. Thank you, Howard H. Weiswasser

Hello, my name is Michele Y. I placed an order for Basic Edition pants online. The package was supposed to be delivered by UPS but was rerouted to my local post office. According to UPS, the postman came at 4:30 and left a note with instructions, but I was home at that time and received no such notice. The UPS tracking number is 1Z4E1Y17YW[redacted]9. I tried calling customer service but was on hold for three hours and got disconnected. Could you please advise me on how to retrieve my package? Thank you for your assistance.

I bought my Frigidaire Gallery refrigerator at a Sears Outlet about 3 and a half years ago, so it's no longer under warranty. The model number is FGHB2735NFO, and the serial number is 4A[redacted]5. Since day one, this fridge has been a headache. The ice maker has needed repairs at least five times. Today, I encountered a new issue. After pulling the refrigerator from the wall on 4/15/19 to paint, I noticed the wall paint peeling and damage to my hardwood floor due to excessive moisture. The back of the unit has three areas producing sweat and feeling ice cold. It seems like a design flaw. My fridge is even producing ice through its solid metal back. I urgently need this matter addressed. Please reach out to me promptly!

On February 18, [redacted], my husband bought 2 air and 2 water filters for our Kenmore Elite refrigerator, which is around 6 years old. We put one of each in the fridge then. Two weeks ago, it completely stopped cooling. The technician mentioned the freon was completely depleted, and a necessary repair part wouldn't be available until late May. The repair would cost us at least $[redacted]. We're now looking to purchase a new refrigerator, but not another Kenmore. My husband tried to return the 2 unopened filters with the receipt but was informed it was too late for a return, despite it being within 60 days. I'm disappointed by the lack of reliability and difficulty obtaining repair parts for the Kenmore, as well as the refusal to consider a refund for the unused filters. I hope for a resolution to this matter. Thank you for your prompt attention to this issue.

I have a maintenance agreement with Sears. A repair person came, ordered parts, and scheduled an appointment for today, 4/14/[redacted], between 12 p.m. and 5 p.m. By 6 p.m., no one had shown up or called. I called 1-[redacted]-4my-home and spoke to someone in the Philippines who informed me that due to one part being on back order, they couldn't schedule the appointment. I've been a Sears customer for over 50 years, and I have never experienced such terrible customer service. Unfortunately, I was unable to speak to a supervisor. I'm 80 years old and very upset after spending the entire day waiting for a repair person or a call, only to receive neither. I will no longer purchase anything from Sears or K-Mart, and I will make sure to inform anyone who will listen about how much Sears's service has deteriorated. - R.H.

On 4/20/[redacted], a technician visited my home to inspect my stove. Two parts were ordered, and an appointment was scheduled for 4/17/[redacted] between 12:00 PM and 5:00 PM Pacific Time. By 6:00 PM, the technician had not shown up, and Sears had not contacted me. When I called 1-[redacted]-4my-home, I reached someone in the Philippines who repeatedly informed me that the part was on backorder, preventing them from scheduling the appointment. They promised to contact the parts department and get back to me within 24 to 48 hours. Despite requesting to speak to a supervisor multiple times, the representative kept making excuses, claiming the supervisor was unavailable when I was put on hold. Sadly, this experience showcases Sears' poor customer service. After being a loyal Sears customer for over 50 years, I will no longer support Sears or Kmart due to their disappointing treatment of customers. It's no surprise they are losing business with such service standards.

I placed an order (# [redacted]38, sales check [redacted]47) on April 4, [redacted], for a Kenmore 6-Burner Gas Grill with Storage. After receiving an email from Sears the same day notifying me that my order was ready for pick-up, I later saw online that it had been picked up. Despite preparing to pick it up using a truck due to its size, I missed the chance to claim it. Following a chat with a representative who mentioned a 72-hour contact window, I eventually called Sears on April 16, [redacted], at 4:59 PM. The representative advised me to visit the store to file a dispute, which was not ideal as I ordered online, not from that specific location. After struggling to communicate this, I requested to speak with a manager but was left on hold for an extended period during the hour-long call. Driving 40 miles to the store to address this issue personally is inconvenient, especially considering my initial online purchase and the size of the item. I believe it is reasonable to request home delivery to resolve this matter instead of accepting a refund after 13 days of waiting. Additionally, since the item was reportedly limited in stock, I would like a resolution that ensures I receive the product as intended. The store's address is St Charles Towne Ctr [redacted] Mall Circle, Waldorf, MD [redacted], with a phone number of [redacted].

I placed an order (# [redacted]38, salescheck [redacted]47) on April 4th, [redacted] for a Kenmore 6-Burner Gas Grill with Storage from Sears Online. On the same day, I received an email stating that my order was ready for pickup. When I checked my order status online before heading to the store, it showed that my order had already been picked up. Due to the item's size, I needed to arrange for a truck, which I did, but I missed the opportunity to pick it up. After speaking with a representative, I was advised to wait for 72 hours for them to contact me. Unsatisfied with this, I called Sears directly on April 16th, [redacted] at 4:59 PM. The representative instructed me to go to the store to file a dispute, which was not a viable option as I had ordered online and chose a location 40 miles away based on item availability. When I demanded to speak to a manager, the representative placed me on hold indefinitely during the hour-long call. Driving 40 miles to the store for a resolution is not acceptable, as the initial purchase was online. I am requesting that the item be delivered to my home. It has been 13 days of waiting, and I am not interested in a refund given the limited availability of the item. I am puzzled as to how the item was released without proper identification. The store details are as follows: Address: St Charles Towne Center, [redacted] Mall Circle, Waldorf, MD [redacted] Phone: [redacted] I anticipate a prompt response from Sears regarding this matter. Thank you. Najat T.