Sears Customer Service Issues

On June 24, [redacted], I contacted Sears online to order the Kenmore top freezer refrigerator item number [redacted]. During the call, the Philippines Customer Service Representative charged my card for more than the authorized amount. While quoting a price of $[redacted].58, he actually charged $[redacted].95 without my consent. After discussing this with "Sam," the initial order handler, I contacted my bank and discovered this unauthorized charge. I called the [redacted] number again and spoke to another Philippines Supervisor named Penny, ID# [redacted], who I canceled the order with immediately. Despite being offered a credit of $35, the full amount of $[redacted].95 was charged to my card for the fridge. I called a different [redacted] number on June 25 and reached Sears corporate, where I spoke with Jasmine, ID# [redacted]. She assured me that my total amount would be refunded within 7 to 10 business days. I am frustrated as I don't have the product and Sears is holding my money. I demand a quick resolution as promised. I express my disappointment and frustration, and I will not be doing business with Sears again. If my money is not refunded by July 9, [redacted], I will take further action through my bank and legal counsel, and report Sears to the BBB. Thank you.

On June 3, [redacted], an ice machine was installed in my freezer. The first installation was incorrect, leading to two more attempts to fix the issue. The last repair resulted in water leakage from the ice machine, prompting another service call. Despite promises of timely repairs, there were delays and a cancellation of the Friday appointment. The new ice machine was installed, but it continued to overflow with water. After hours on hold, we were assured a repairman would come between 1-5 PM but was delayed until 6-8 PM. Finally, we were notified at 7 PM that the service tech wouldn't be coming. We now seek a supervisor to address these ongoing problems with the ice machine installation and repairs. Teresa and Len Davis

I placed Order #[redacted]88 at Kmart on June 25, [redacted]. I ordered Basic Edition Knit Pants for $12.98 but received leggings labeled at $11.00+. The discrepancies in price and stock codes were evident on the tags. I attempted a replacement or return, but the item was allegedly unavailable. Trying for a refund yielded a message about site trouble, prompting multiple unsuccessful attempts. I am dissatisfied with having to pay shipping costs twice due to the error. I will not return the leggings, instead opting to donate them to GreenDrop. However, I do expect at least a partial refund. This recurring issue has led me to decide against future purchases from Kmart or related companies. Thank you, Joan Ranieri.

Order # [redacted]. I bought a Sears lawn tractor in July [redacted]. The starter broke in June [redacted], and it was replaced under warranty in July [redacted]. Now in June [redacted], the starter broke again. I contacted customer service, and they mentioned the part was under warranty but not the labor. They requested a $99.00 diagnostic fee. After explaining that it was the same issue as last year, I was assured the diagnostic fee would cover the labor cost. The repairman called on July 2nd, confirmed the problem, and arrived at my house at 2:40 p.m. He replaced the starter within an hour, mentioning that it was due to a poor design. The total charge was $[redacted].50, which I find excessive for less than an hour of work. As a loyal Sears customer, I find this treatment disappointing. I hope this can be resolved satisfactorily, otherwise, it will be my last purchase at Sears. Thank you.

I purchased a Craftsman leaf blower and vacuum model with a protection plan last September. I have replaced the blower six times already under the protection plan. The repairman even noted that they are not well-made products. The store manager has been rude and unhelpful, refusing to address the ongoing issues. I am frustrated and just want a refund as the protection plan should cover such situations. I have been patient and respectful, but I have reached my limit with this poor customer service.

On July 9, [redacted], I placed an order for a rollaway tool box with Sears, order #[redacted]84, anticipating delivery within a week. However, Sears notified me via email that there would be a delay of an additional three weeks. Needing the item urgently, I opted to purchase one locally and canceled my order with Sears. Despite cancelling, the tool box was delivered three weeks later and has been in my possession for almost a year. I have been attempting to return it, seeking a refund. Multiple exchanges of emails and phone calls with Sears have ensued, with promises to investigate the matter, including a failed pick-up attempt that has left the tool box in my garage. As a 40-year contractor and a long-time customer of Sears, having spent a substantial amount on tools and appliances, I am disappointed by the lack of resolution and the inconvenience caused by this situation.

I purchased an E-bike from your website. After spending two hours on hold with your customer service, I was provided with a contact address. Unfortunately, I have not been able to make any progress with this information. The E-bike I bought has been defective since I started riding it. Initially, the charger was defective, and I had to buy a new one myself after riding it only twice. Now, the meter won't turn on for unknown reasons. I have only used the bike six times to commute to work. I was given order number [redacted] to contact a company named Veckoning, but I couldn't locate them on any search engine. The information provided by your customer service over the phone was not helpful. I am frustrated after two days of spending two hours each waiting on hold. I urgently need assistance and a resolution to this problem. Thank you, Cindy/Michael Samuels.

My washer is intermittently working, possibly due to timing issues. I was advised previously to reset the electric to the house, which temporarily fixed the problem. However, the issue persists, and my free service appointment isn't until August, which is unacceptable. We need prompt assistance as this delayed repair service is not what we signed up for. In addition to the washer, our TV also needs attention, among other items covered in our agreement. We are disappointed with the service and urgently require our appliances to be fixed. Please contact us at [redacted] regarding this matter.

I own a 70-pint Kenmore Dehumidifier Model [redacted]1 that has recently stopped working. I purchased it on 7/31/18 and have a 5-year Master Protection Agreement covering it. After a service visit from Sears on 7/1/[redacted], the technician noted a leak in the evaporator coil and recommended replacing the unit. Despite contacting Sears Customer Solutions multiple times via phone and email, I have only been offered a new 35-pint dehumidifier as a replacement, which I declined based on the terms of my MPA. According to the Agreement, if functional parts or technical information are not available for a covered repair, a comparable replacement item should be provided at no extra cost. However, since the initial email on 7/5/[redacted], I have not received any further communication from Sears. Today, I attempted to contact them twice by phone but was on hold for a total of 56 minutes without speaking to anyone.

Alan K. Kubo [redacted] Sagasti Ave San Diego, CA [redacted] [redacted] [redacted] Sears Holdings Corporation [redacted] Beverly Road Hoffman Estates, IL [redacted] To whom it may concern: I have been a loyal customer of Sears for 40 years without any issues until now. Recently, I had a problem with my refrigerator purchased from Sears six years ago. Despite following instructions from Customer Service and the Technicians, I faced challenges with food spoilage due to the repair process. Two food claims were denied even though we lost a significant amount of food. Being on a fixed income, this was devastating for me. I was promised a reimbursement for the first food claim, but the second one was denied. After ongoing discussions with Customer Service, I was only offered $50 in compensation. I am submitting my food claim for your review as this experience has made me question my trust in Sears. I kindly request your assistance in resolving this matter promptly. Sincerely yours, A.K. Kubo

I received a delivery of an elliptical machine with a wet box corner, resulting in soggy cardboard and dislodged interior parts. The delivery person confirmed potential missing parts could affect assembly, so I declined the delivery. Sears informed us to repurchase the item since the warehouse would automatically refund damaged goods. However, we encountered issues as retail stores don't process credit card transactions over the phone. The provided number led to online orders, causing a long wait and frustration. We simply seek a replacement for the damaged item. The online redelivery link just shows the order without guidance for rescheduling. Even contacting Marley Station Sears Tool Department yielded no assistance. I've been on the phone for over 3 hours and 40 minutes trying to resolve the issue.

This issue occurred at the Sears store in the Rockaway Mall, NJ. Every week, I take my 9-year-old son with autism to Sears so he can explore and interact with the washers and dryers on display for a few minutes. It's a therapeutic activity for him, and he never causes any disturbances. However, during our recent visit, an older salesman reprimanded me, despite my explaining my son's condition. I attempted to understand his perspective, but he failed to provide a valid explanation. As a parent managing autism, I employ various strategies to help my son navigate social situations. These outings are crucial for his social development, yet encounters like this hinder our progress. I urge for more understanding and tolerance from the staff towards individuals with disabilities who may struggle to advocate for themselves verbally. Enhanced customer training on empathy and patience would greatly benefit those in similar situations.

I have been trying to access my online account for 6 days now and received a message about its unavailability due to "account status". I was alarmed, thinking it was hacked due to two linked credit cards. After calling multiple numbers, I contacted an associate, Debby, who explained the issue was due to system migration. I inquired why there was no prior notice on their site. Despite my anxiety and health concerns, the situation remains unresolved as of July 8th. When attempting to reach technical support, I faced account lockout issues. Subsequent calls to customer support were abruptly ended after long holds, leaving me frustrated. Sears, once a symbol of quality and loyalty, seems to have faltered in customer care and service reliability, tarnishing its reputation. Despite my long-standing support for Sears and Kenmore products, recent experiences have left me disillusioned and disappointed. Sherry Grant

I have a Kinmore refrigerator with a 5-year extended warranty. It has been 8 days without it now, and Sears has been delaying our service. We can't get a repairman until July 24th. They delivered a new fridge last night, but it was the wrong one. I called Sears again last night, spent 4 hours on the phone, only to be rejected once more. When a customer calls Sears, they keep getting passed around to different people. It's been a terrible experience. Calls from Sears seem to be accepted, and my number is [redacted]. My name is Debbie S.

Repair technicians from Sears did not arrive as scheduled. I took the day off work to await their arrival for a repair appointment set between 10am and 2pm today, only to be told they could not make it until 4:30pm. Frustrated, I called to express my concerns, requested a supervisor, and after being on hold for 45 minutes, the call was disconnected. This level of service is unacceptable. I regret investing in a 5-year repair contract for my new stove with Sears. I am disappointed with the way I have been treated and hope for improvements in the future. Clark Brodersen Email: [redacted]

I purchased a refrigerator from Sears at the Mainland Mall in Texas City, Texas on Sunday. It didn't fit through my camper door, so I returned on Monday to cancel and place a new order. Although they canceled the first order, the refund has not been processed in my account yet. I have been trying to contact the store's appliance department since last Friday, but unfortunately, no one has been answering the phone. I urgently require the refund to be returned to my account as soon as possible.

My lawn tractor service on May 23rd required a new battery and bulbs. The bulbs arrived but not the battery. I have been trying to resolve this for 5 weeks through online chats and calls without any success. The reference number for all my interactions is ref#[redacted]. Despite being assured a call from the parts department, no one has contacted me. The tracking number only shows the bulbs, not the battery. I have spent nearly 1.5 hours this afternoon being transferred between departments but still haven't gotten the battery ordered and delivered.

I contacted your corporate office at [redacted] as instructed by the cashier supervisor at your Torrance, California location. I attempted to return a pair of shorts and a polo shirt beyond the 30-day return window. These were gifts for Father's Day, and I could only visit the store this past Saturday, 6/6/[redacted]. Both the store personnel and the provided corporate number informed me that they could not assist me. I simply wish to exchange these two items for other clothing items. I possess the original receipt with the tags still attached to the shirt and shorts. I am eagerly awaiting your prompt response. C. Roper-Conley, A Disappointed Customer.

I ordered a stacked washer/dryer and installation parts on sale on Friday, July 5th. I was supposed to get it delivered the next day, but it was put on hold by the verification department. I tried calling but they were closed on weekends. I didn't hear from them until late Sunday via email stating the order was canceled. When I called Monday, they mentioned the sale price wasn't in their system anymore. I want to reorder at the sale price since it was not my fault they canceled without contacting me regarding verification over the weekend.

I've been having an issue with my dryer not properly drying clothes since June. Initially, the first appointment was scheduled for June 27th, which was three weeks away. However, we received a text that the date was changed to June 17th. Despite this, no one arrived, and there was no courtesy call. Subsequent appointments for June 25th and July 9th, scheduled between 8-12, also resulted in no-shows and no communication. Despite paying for a warranty, I am frustrated by the lack of service. Following a call this morning, the appointment was suddenly rescheduled for today between 8-12 without any explanation. I have requested to speak with a supervisor multiple times but have been left on hold without any resolution. This level of service is unacceptable, and I am seeking answers and a resolution for my mother's dryer, under the warranty, located at [redacted] Dumesnil, Lou KY, registered under Lillie P., by her daughter and PoA.