Sears Customer Service Issues

We have been loyal customers of Sears for over 48 years and have had a Sears Protection Plan for almost a decade. Our LG refrigerator/freezer has been experiencing issues since 1 May [redacted], and the technician has attempted to fix it on three occasions - 1 May, 13 May, and 15 May. After the last visit, our service was rescheduled multiple times, leading to delays in getting our appliance repaired. We are now scheduled for service on 4 Jun [redacted], after multiple rescheduling instances. We have been without a properly functioning refrigerator for nearly four weeks and feel it is time to either have a technician come as promised or provide us with a new refrigerator matching our current one's features. This is our first major repair request in our years of having the protection plan, and we are eager to have the issue resolved promptly. The scheduling process for technicians needs to be reviewed and improved for better customer service. We expect to receive the service we have paid for and the resolution of our appliance issue soon.

I purchased a ring with three diamonds, and unfortunately, one of them fell out shortly after buying it the Monday before Mother's Day. I have the receipt with the date, time, and the associate who helped me with the purchase. The ring was a special replacement after my husband spent 16 years replacing one that was stolen. He proposed to me again in your store, so this ring holds a lot of sentimental value. I am wondering about the warranty on the ring and stones and how I can get the missing diamond replaced. I have been trying to contact the store but haven't received a response. I hope to get some assistance with fixing my beloved ring. Thank you for your help. - C.S.

On May 16, [redacted], I received a part from Sears, which was later found by a non-Sears technician to be used instead of new. After contacting Sears, they acknowledged it was a refurbished part and sent a replacement. I am requesting a Sears technician to install the new part upon its arrival and remove the refurbished one. I want to clarify that I am not seeking a complimentary service but simply requesting Sears to rectify the situation caused by their error. I am open to electronic communication as there is no local Sears store. If this matter is not resolved satisfactorily, I will escalate it with the BBB and potentially pursue legal action. It has been inconvenient, especially as my disabled husband requires ice from the non-functioning appliance. Thank you.

My Kenmore Grab and Go refrigerator has been emitting a strange odor from the freezer. I contacted Sears, where I have a warranty, and they sent a technician. The technician returned on 5/29/19 after ordering parts and installing them. Unfortunately, since the visit, the freezer and refrigerator have completely stopped working - they were functioning perfectly fine before. All of my food is now spoiling, and I'm in a tough spot, especially with a daycare to run. They offered a $[redacted] check to buy a mini fridge that won't arrive until the 7th or 8th, which doesn't solve the immediate issue. I need a proper solution and a fix right away, as the problem only started after the technician's visit. I am very dissatisfied with the service so far and urgently require assistance today.

I received my order today, and unfortunately, it arrived damaged and was not what I expected. I've made four phone calls to customer service, enduring long wait times, only to be hung up on during the last call after waiting over 30 minutes. I need to return everything, including the items that are supposedly in transit but that I do not want. I refuse to pay for return shipping on items that were not as described, improperly packaged in a poly envelope instead of a box, and missing one item according to the packing slip. If necessary, I will file a claim with my credit card company. The shipping and handling of my order are unacceptable, and the treatment I received from the customer service representative was extremely rude. I will not be ordering from Kmart again after this experience.

Dear Customer Service, I am extremely disappointed with the level of customer care received. We have been loyal Sears customers for over 35 years, filling our new home and office with Kenmore and Sears products. Our freezer has malfunctioned four times, leading to multiple repair attempts. The most recent scheduled service appointment resulted in the technician leaving after mistakenly assuming no one was home. Subsequent communication with your representatives was unhelpful, and we were left waiting another week for a follow-up appointment. Today, the technician was supposed to arrive between 8-12, but we received no updates. Phone calls were met with disconnections, and online chat support was unresponsive. Finally, after reaching chat support, we were informed that a part was missing, leading to another canceled appointment. This experience has been beyond frustrating, and we will be sharing our dissatisfaction widely. Despite our significant annual purchases with Sears, the lack of care shown leaves us with no choice but to discontinue our relationship with your company. Sincerely, [Initials]

The delivery was initially on schedule as I expected. I followed the outlined procedure, receiving a call and four text messages confirming the delivery window of 9:30am-11:30am. However, when I called at 11:45am, I was informed that the driver couldn't locate my address in the GPS system. Despite being told a call was attempted at 9:45am, I only received a text message about the delivery. After explaining the situation to Scarlet, she mentioned she would request a redelivery for today, but couldn't guarantee it. I had arranged for a cleaning company to clean the mattress and deliver it today, and any delays could result in additional costs due to their hourly rate and scheduled cleaning. Disappointingly, I observed the delivery truck briefly enter the driveway before leaving. The excuse of not contacting me seems inadequate as the address is prominently displayed.

I am dissatisfied with the refrigerator (Kenmore [redacted]) delivered on Thursday. I wish to exchange it for a different model, the Kenmore [redacted], even though it is larger. I am willing to pay the difference. Besides being noisier than anticipated, the one delivered seems to be bulging on both sides, with rounded edges instead of being flat. As we are renovating our kitchen and purchasing all new stainless appliances, I want the appearance to meet my expectations. Please reach out to me at [redacted]. Thank you. - Nancy Q. Order #[redacted]56

On May 1st, [redacted], I had a preventive maintenance service on my riding mower under order #[redacted]/[redacted]9, handled by technician [redacted] (Robert). Despite following the instructions and draining all the fuel, I had to jump-start the mower. I assumed the issue was due to it not being used for a while. The next day, when it failed to start again, I contacted customer service for a new battery or service. I was informed that my maintenance agreement had expired, and the renewal cost was $[redacted] for one year, which was significantly higher than the initial $[redacted] for a 3-year agreement. Since the battery replacement should have been covered under the original agreement, and I was unable to schedule an appointment promptly due to availability constraints, I've been having trouble getting assistance. Multiple calls to customer service and discussions with various representatives, including supervisors, have not resulted in a resolution. I am seeking guidance on how to address this issue without having to pay for a new battery or renew the service contract for one year.

On 27 May [redacted], I placed an order for a Serta Queen Klienmon II mattress from the Tukwila Sears store. The email confirmation stated the delivery would be on 04 June [redacted] between 5:30pm and 7:30pm. I and my wife arranged our work schedules to be available during that time. However, the delivery personnel called my wife at 2:30pm, indicating they were nearly at our house, three hours earlier than agreed. This unexpected early delivery caused us to miss work and cost us $[redacted] in lost wages. We expect a refund of the $30 delivery fee, compensation for our lost earnings, timely delivery of the mattress, and a guarantee that this won't happen again. A mere apology won't suffice.

On May **, I purchased a Serta Queen Klienmon II mattress from the Tukwila Sears store. I had a confirmed email for delivery on ** June between *:**pm and *:**pm. The tracking number is *************. Upon the agreed time, your delivery team called my wife at *:**pm saying they were ** minutes away, despite us preparing for the specific delivery window. This caused both of us to lose work hours, equating to $***. I expect a refund of the delivery charge, compensation for our lost wages, and the timely delivery of the mattress. Failure to address this adequately may result in me ceasing future patronage at Sears.

On May **, I purchased a Serta Queen Klienmon II mattress from your Tukwila Sears store. I was given an email confirmation for delivery on ** June between *:**pm and *:**pm with tracking number ************* and item number ***********. However, I was frustrated when the delivery person called my wife at work yesterday at *:**pm saying they were arriving ** minutes early, causing us to miss the agreed-upon time. This resulted in both of us losing * hours of work at $** an hour. We paid for a specific delivery time and were inconvenienced by the early arrival. I expect a refund for the disrupted delivery ($**), reimbursement for our lost wages ($***), and timely delivery of the mattress as agreed. I am disappointed in Sears' handling of the situation and plan to escalate this matter if not resolved promptly.

On April 30th, I placed an order for a lawn mower and encountered multiple issues. Despite being initially told the order couldn't be canceled due to it being in transit, I later received an email stating it was ready for pickup, only for the store to not have the item. After numerous calls and being hung up on eight times, a resolution was reached to cancel the lawn mower, match the price, and provide a 5% discount refund. However, upon receiving notifications of partial refunds to a gift card and Shop Your Way points, I found discrepancies in the amounts. Despite assurances that the refund process would be completed within 24 hours, delays occurred, causing inconvenience as I had to hire someone to mow my lawn and my Mother's Day plans were disrupted. Numerous calls to resolve the issue have been made, but the Shop Your Way points refund is still pending. I am seeking a full refund and compensation for the time and effort spent on this matter.

I recently purchased a Shark vacuum at the Sears store in Show Low, AZ, on May 30, [redacted]. Unfortunately, the vacuum stopped working as soon as I got it home. The store refuses to assist me without the original receipt, which I can't find. I paid for the vacuum with my credit card, so there should be a record of the transaction. I've been on hold for over 30 minutes trying to reach someone for help, but the automated system hasn't been successful. My main phone number [redacted] is still on hold, so I'm providing my cell number [redacted] and email [redacted] The purchase was made with a Mastercard on June 1, but I don't have a transaction number. I urgently need assistance as I have a home appraisal coming up soon and require a functioning vacuum. Thank you in advance for your help. Joe Darbyshire

I hope a supervisor or someone important takes the time to read my statement. It all started when I found a Kenmore 5.2 washer and 9.0 gas dryer on the website at a price my daughter was happy with. Despite not being able to match the price at Sears Grand, we decided to go ahead with the purchase online. After some confusion with the order and double charges, I eventually canceled the order and received a refund after contacting customer service. The PO number is [redacted] and the phone number is [redacted]. I would appreciate it if you could look into this matter for us. My daughter really loves this washer and dryer, and I would like to see if we can still get it at the original price we agreed upon. Thank you for your attention to this issue.

Around 2:45 in San Bernardino, my husband and I visited a location to purchase a vacuum. Soon after our arrival, a man approached my husband, leading to a situation where my husband was pushed out of the store by a Black man from the establishment's Loss Prevention team. Additionally, two other men proceeded to physically assault my husband on the ground. This entire incident, which I have partially recorded, was distressing and unnecessary. My husband did not attempt to steal anything, and the violence towards him was unacceptable. Feeling scared, we left the premises. I am shocked by this experience and wondering how such a situation could have occurred, and what kind of individuals engage in this type of behavior.

I received my new refrigerator on 05/31/19 without issues. However, on 06/02/19, the appliance started making a loud noise similar to an amber alert on a phone, lasting about 30 seconds and occurring randomly. The noise has happened at 10:30 pm and 6:28 am, disrupting my sleep. When I called on 06/03/19 for a repair, the customer service representative asked me to record the sound, which I found odd. I spoke to another person and was told a technician would come on 06/06/19, but no one showed up, and there was no record of the appointment. After rescheduling, someone is now set to come on 06/11/19. The call I received about a delivery on Saturday June 8th has left me confused as I am not expecting any delivery. Despite multiple apologies, I am mainly concerned about the noise issue and getting it resolved promptly.

I placed an order for a Hoover FH50150 Power Scrub Deluxe Carpet Cleaner on 5/28. The email confirmation indicated it would arrive by 06/07. When the item didn't show up, I tried reaching out to customer service but was left on hold for over an hour without speaking to anyone, even after multiple attempts. Checking the tracking number 1Z[redacted][redacted], I discovered only a shipping label had been created but UPS didn't pick it up. Today, I found my order status marked as returned, even though I didn't return anything. However, the charge of $[redacted].37 is still on my account. I need to know why this occurred. If the carpet cleaner isn't going to be delivered, I insist that the charge be removed from my account. This experience of repeated long hold times without resolution is unacceptable. I request a prompt response from a customer service representative to help fix this issue.

The service provided by Sears for our appliance purchase has been truly disappointing. We placed an order for a refrigerator, dishwasher, and range on February 24. However, on April 30, we only received the range and the incorrect dishwasher. The refrigerator was notably delayed in arriving. When the fridge was finally delivered on May 25, it was the incorrect brand, color, and model, lacking the features we initially ordered. The delivery drivers initially brought the wrong refrigerator, but upon my inspection, they retrieved the correct one from the truck. The replacement dishwasher, scheduled for delivery last Saturday, was postponed to June 26 by Sears. After this ordeal, we opted to buy a washer and dryer elsewhere. All I ask is to receive the appliances I paid for four months ago, and I believe some form of compensation, like a rebate, is warranted for the inconvenience caused by Sears's unprofessionalism throughout this process. We have wasted valuable time due to Sears's poor service.

I recently purchased a Costway fully automatic washing machine, but it's not filling with water. Despite numerous calls to different departments for help, I've been given various numbers and conflicting information. Customer service advised me to visit a Sears store in Carlsbad, California, only to be told they can't assist with Giantex washers. Frustrated after spending hours trying to resolve this, I decided to purchase another washer instead. I'm now seeking assistance on how to return the Giantex washer and get a refund. I purchased a Kenmore washer from the store in Carlsbad and simply want the faulty machine picked up and a refund issued to my account. I've exhausted my options and would appreciate any help with this matter. Thank you.