Sears Customer Service Issues

I recently purchased a Craftsman 4-cycle weedwacker gas Trimmer, Model No. [redacted]00. After minimal usage over the past year, I encountered a crank issue that required repair. Two different small engine shops informed me that the crank cannot be fixed and needs the engine replaced, costing around $98. This situation has left me disappointed in the product's quality. Both shops mentioned that many customers have faced similar problems with this weedwacker model. It's surprising that a product would require such a costly repair after such little use. I hope the company considers improving the durability of their products in the future to retain customer satisfaction.

On 6/12/19, I bought a Char-Broil [redacted] sq. in. infrared 6-Burner Gas Grill listed as new, with Item Number [redacted]1 and part number [redacted]0, for $49.99 using temporary online order number AFCC79A0A. The next day, I was notified that it was out of stock, with the explanation that another shopper might have purchased it first. When I checked online, the item was available, but at a different price. I contacted the store where I was supposed to pick it up, and was told that I couldn't get it at the price I paid and that I would need to pay the new price of $[redacted].99 if I was still interested. Despite the website glitch, if SEARS advertised a certain price and I placed an order, I believe they should honor the ad and complete the sale. I made a payment of $53.30 on 6/12/19, and I hope this issue can be resolved so I can complete the purchase and pick up the grill from the original store specified. Thank you, Ilya T.

My Kenmore washer has been broken for over a month. Despite attempts at fixing it, the technician named Francisco mentioned that a replacement was due to a recall. He stated I would receive a call within 5 to 10 business days to arrange for a new washer, but it has been 10 days without any update. I am still waiting for further information. Carolina Romero.

I have a Sears Master Protection Plan warranty for my Maytag clothes washer. The washer is leaking from a rip in the rubber boot, the start button is stuck, and an error message "SUDS" appears during the rinse cycle. My warranty expires on July 3, [redacted], and I have been trying to contact Sears for the last 5 business days without success. I have paid for this warranty for 3 years and need my washer fixed before it expires. My name is Kathleen Couch from Ocala, FL, and my phone number is [redacted]. Please assist me with resolving this issue promptly.

I have a Master Protection Plan warranty with Sears for my Maytag clothes washer. It has multiple issues including a leak, a stuck start button, and an error message (SUDS) during the rinse cycle. My warranty expires on July 3, [redacted], and I have been unsuccessfully trying to reach Sears for the past 5 business days, waiting on hold for hours each day. I need my washer fixed before the warranty expires. Please have Sears contact me to address these issues. Thank you.

I've had the washing machine repairman out for the 7th time to fix a machine I bought in [redacted]. Thank goodness I have a service agreement, or I would be responsible for all the problems I've encountered since the beginning. The repair was scheduled for 8 a.m., but a different technician arrived without a helper, making it impossible to fix the machine because the heavy drum couldn't be reinstalled. Despite the money spent on repairs, parts, and service, I could have bought a new machine twice over. The last visit ended with a $50 check that bounced when I tried to cash it, which is frustrating. I am fed up with this washing machine and the service agreement. If I must keep using this machine, the service agreement should cover it for life. Otherwise, I will never shop at Sears again. It's no wonder Sears is struggling.

My name is Philip K., and I reside at [redacted] North Estrella, Tucson, Arizona. You can reach me via email at [redacted] Regarding my work order, numbered [redacted] [redacted] 7, on June 20th, [redacted], at 11:36 a.m., I contacted Sears service center at [redacted]-4-myhome for parts for my Kenmore water heater, model [redacted]40, which is under warranty and was purchased on 7/10/15 from Sears. I requested a gas control valve/thermostat (part [redacted]) and a pilot assembly with tubing and fittings (part [redacted]). The service representative informed me that a technician would need to verify the required parts in person, and there would be a $89 service charge, which I accepted. When the serviceman, Ali A., arrived at around 2 p.m., he confirmed the parts needed but stated he could not give them to me; they had to be installed at an additional cost of $[redacted]. Due to financial constraints, I could not afford this extra fee. After paying the $89 service charge, I felt misled by the initial phone conversation with Sears. I kindly request either the ordered parts under warranty or a refund of the $89 fee paid under false pretenses.

I purchased a washing machine on 6/4/19 with a delivery scheduled for 6/6/19. Unfortunately, the machine arrived damaged. A new delivery date was arranged for Fri. 6/28/19, but I am unable to confirm the time. When contacting the provided number, I was informed that my order is lost, and they can't assist me. What should I do now? Should I cancel the order and make a fresh one, or visit a different store and opt for a different brand altogether? It has been a month of back and forth, and I still haven't received my washing machine, with the first payment due next week.

On 6/26/[redacted], a technician came to replace the upper ice maker and the temperature control panel on the left middle drawer, as ordered by a previous technician. The ice maker is working, but the temperature control panel had no power and a control board failure was identified. The technician mentioned he would order a new control board. Today, my Whirlpool refrigerator model number 401RF31FMEDBS began beeping and displayed PF and confirm, even though there was no power outage. The front door panel lit up and the fans started, but the refrigerator, drawers, and freezer lights were not working. Checked Whirlpool troubleshooting while in contact with Sears repair. The support was unhelpful, and after being on hold for an hour, the call was disconnected. Visited the Whirlpool website and learned about two control panels; unsure if the one ordered controls the lights. Frustrated after being disconnected twice during a 45-minute and then a 90-minute wait.

My stacked washer/dryer unit has been out of service for a month now. Despite two unsuccessful repair attempts, the issue remains unresolved. I contacted the repair company two days ago to schedule a third visit, only to discover they are awaiting confirmation on a part from Sears. In the meantime, I've been trying to secure a rental washer from Sears to no avail. The frustration is mounting as my family is in need of clean clothes. Sears' customer service line, 1-[redacted], seems to be experiencing technical difficulties, making it impossible to reach them. I am seeking assistance and considering filing a formal complaint with Sears regarding this unsatisfactory service.

Today's appointment was scheduled from 8 am to 12 pm. The technician called when he arrived at 9 am. Despite telling him my grandson was present and my husband was arriving shortly, the technician questioned my grandson, then abruptly left. Following numerous attempts to reach the technician with no response, speaking to the service department resulted in a promise of a return visit between 9:30 am and 12 pm. After waiting and additional attempts to contact them, no resolution was reached. My refrigerator has been dysfunctional for a week, and I urgently need assistance. It's frustrating that the technician couldn't wait 5 minutes within his allocated time frame. Prompt service is essential to resolve this issue.

I placed an order for a new TV on 06/14/19 with order number [redacted]18. Initially promised delivery on June 19th, but it's now June 25th with no TV in sight. Contacted shipping company CEVA on June 21st, only to be given excuses. This isn't our first time ordering from Sears and we've never encountered such issues previously. No delivery call received as of June 25th, seeking assistance from Sears to resolve this shipping matter promptly. Reached out to Sears online help desk on 06/25/19; provided reference number [redacted]8. Was assured a delivery schedule within 48-72 hours. Now, on 06/28/19, it has been two weeks since the order was placed. Concerned if the delivery firm has misplaced our TV; considering visiting a local store to purchase one instead.

I bought a new riding lawnmower from Sears, which is now out of warranty. Before the warranty expired, I had an issue with the transaxle leaking at the axle seals. The technician replaced the seals while it was still under warranty and left me extra seals, warning me that I would need them. I replaced the seals yearly as they kept leaking. Now the transaxle has stopped working, likely due to loss of lubricant. The technician mentioned that my transaxle couldn't be taken apart as it was sealed. I contacted for warranty repair and mentioned the issue before the warranty expired. After researching online, I found many others with the same problem. I'm wondering if there has been a recall for this issue. If not, I need to know if I am stuck with this problem or if there is a way to resolve it. My mower's model number is [redacted]00 and the serial number is 031215A016786. I hope Sears can assist me with this matter as it will impact my future purchases.

I recently purchased a refrigerator, washer, and dryer from store #[redacted] in El Paso. Initially, I was informed that my order was cancelled, yet the payment remained on my credit card. Despite residing in N.M., I returned to the store only to find out my items were resold. Although I was informed they were returned, I suspect otherwise. I placed a new order, but now I have been notified that the items won't be available until July 16th. This delay is unacceptable, as I am a disabled veteran dependent on refrigeration for vital medication. The situation is urgent with two young children at home. I need this matter resolved promptly and amicably, or I will involve the Veterans Administration.

I am extremely dissatisfied with my experience with Sears regarding the repair of my three-year-old Kenmore Elite refrigerator. The freezer stopped working in April, and after multiple appointments, the issue remains unresolved. The technicians have not been able to locate the source of the problem despite several visits, causing me to throw away food and endure significant inconvenience. I have contacted various departments at Sears, but the responses have been unsatisfactory, with repeated apologies but no resolution in sight. The delays, unprofessionalism, and lack of communication have made this situation even more frustrating. I have come to believe that the customer service provided by Sears needs a serious overhaul, especially for warranty-covered issues. I am eagerly awaiting a response from Sears to address these ongoing challenges and improve their service.

I reached out to Sears last week regarding an unauthorized charge on my PayPal account. Eventually, I managed to speak to a representative who canceled my card and arranged for a replacement to be sent. I had trouble accessing my online account and called again. The person I spoke to had a strong accent and seemed to have difficulty understanding me, leading to my account being locked for 24 hours. I decided to wait for the new card and account number before contacting Sears again. However, when I called today, I was informed by a staff member that the computer system was down for maintenance and to call back on Monday. This experience has left me frustrated as a long-time customer of 40 years. If this issue is not resolved promptly, I plan to request a Visa card from my bank and discontinue the use of the Mastercard that I have been using for decades. - Donald R.

Date: June 30, [redacted] Name: Gelin J. Phone: [redacted] Email: [redacted] Time and date of the incident: June 28, [redacted] at 10:00 AM Location: Sears Auto Center at [redacted] N Roosevelt Blvd, Key West, FL [redacted] On June 27, [redacted], I took my [redacted] Toyota Sequoia (VIN [redacted]) to Sears Auto Center at [redacted] N Roosevelt Blvd, Key West, FL [redacted] for an oil change. I mentioned to the staff that I had oil and a filter inside on the front seat. I also reported a loud noise from the front wheel when braking. After dropping the car off at 10:00 AM, I return later but was informed they were just finishing the oil change and about to check the brakes, unsure of the total cost. The car was not ready when I expected. On June 28, after work at 6:00 PM, I was told my bill was $[redacted], though my request was only for an oil change and front tire check. The manager, Paul, mentioned he couldn't provide parts for free but I clarified that I didn't want anything free. They have held my car since then despite it being ready on Friday morning, causing me to lose money as I rely on the car for ridesharing work. I have visited the Sears Auto Center multiple times to address the issue but was informed the phone was not functional by the service personnel.

My delivery has been repeatedly rescheduled without explanation due to automation issues. I've been struggling to reach a customer service representative for the past three days to address my scheduling and delivery problem, which I am unsure why I am experiencing. When I tried to reschedule for Tuesday, July 2nd online, it was confirmed, but shortly after, I received an automated call saying the delivery couldn't be made and I had to reschedule. My family urgently needs the refrigerator as we are eating out multiple times a day, causing unnecessary expenses that we cannot afford.

I would like to cancel an order I placed for a PAC on Tuesday, the 25th. The delivery date was initially set for July 1st, but I received an email on Thursday stating that the delivery was delayed with no new date provided. This AC unit was bought for my daughter, who suffers from MS and struggles with heat. Despite numerous attempts to reach Customer Service over three days, I was on hold for over an hour each time, using four different phone numbers. As a long-time Sears customer, I am deeply disappointed by this experience. My details are Beverly J. Johnson at [redacted] North Parkway Ave., Scottsdale, AZ [redacted]. The order number is [redacted] for the Kenmore PAC [redacted]. My email is [redacted] I would greatly appreciate your assistance. Thank you.

I bought a washer from Kmart in Elwood on 6/18/[redacted]. Unfortunately, the washer stopped working before it was even a year old, around 6 weeks ago. Despite not purchasing an extended warranty, I've been trying to get it repaired. The manager of Kmart has also been experiencing difficulties in this process. The washer, a Kenmore Series [redacted] HE, is acting as if the sensing unit is faulty. Recently, I was on the phone for an hour talking to a lady who was trying to set up a tech visit to fix it at no cost, but we got disconnected during the transfer process. Whenever I call, I'm stuck on hold for over 30 minutes listening to music. Today, I attempted to call again with the same result. So, I'm reaching out here. You can reach me at [redacted] (Brenda A.) or my spouse Aaron A. at [redacted].