Sears Customer Service Issues

Our washer malfunctioned and we reached out to Sears repair even though it was just out of warranty. We scheduled a visit, but were surprised to learn that payment was required during the service. After some back and forth, I met the repair person at the house where he determined a part needed to be ordered. He strongly pitched an extended warranty, which I reluctantly agreed to. However, paying for it turned into a frustrating ordeal due to technical difficulties. The repair timeline was delayed, and after a series of inconveniences, I decided to purchase a new machine instead. I contacted Sears to cancel everything, feeling the whole process was more about selling the warranty than fixing the appliance promptly. Now there's a bill for the diagnostic, but given the unsatisfactory experience, I believe it shouldn't be paid. I am disappointed with the service and lack of transparency, causing me to lose trust in Sears repair.

On Friday, May 25, just after noon, I went to Sears at the Exton Mall in Exton, PA, to buy a lawn trimmer. Upon reaching the hardware checkout, a sign directed me to appliances or mattresses for payment. Despite the inconvenience, no one was available to assist at appliances, so I headed to bedding. As I waited, a salesman named Doug abruptly asked me to remove the hardware box from the mattress without a polite greeting or offer to assist with checkout. When I explained that hardware checkout was closed, he curtly mentioned the mattress's value. This experience was disappointing as a loyal Sears customer since the 1970s. I have a history of purchasing Kenmore appliances and Craftsman tools, making me one of your dedicated customers.

I had a repairman assess my 2-year-old refrigerator and order parts covered by warranty, but I had to pay over $[redacted] in fees. The parts didn't arrive on time, leading to a rescheduled appointment. After speaking with a Sears representative, I was informed that the new appointment is set for June 5, between 1pm-5pm. However, I received an email mentioning an additional $89 diagnostic fee for a different time slot, June 5, between 8am-5pm. I've always been satisfied with Sears' services as a loyal customer, but this situation is disappointing. My order number is [redacted][redacted]. I also work and will need to take time off to accommodate the repair, so I kindly request a more specific time, preferably the original 1pm-5pm slot on June 5, [redacted]. Thank you.

I recently had a new motor installed on my Kenmore refrigerator on May 24, but it's not working properly. I have a repair scheduled for June 6, but I'm hoping to find an earlier appointment by checking for any cancellations. When I tried contacting the service department today, I waited for 20 minutes only to have the call disconnected after someone answered. I believe there's room for improvement in the service provided. I'm requesting an earlier service call to address the issue promptly. My address is [redacted] Mono Gene Drive, Fort Wayne, IN. Thank you, Wayne B.

I recently bought an appliance from Sears in Barrie, Ontario, and had it delivered to my cottage near Sudbury. Unfortunately, the item was defective, and despite a repairperson's visit last summer, the issue remains unresolved. Upon reopening the cottage last weekend, it was apparent that the freezer is still not working, and the fridge is only mildly cooling, making it unsafe for food storage. Given my age, it is challenging for me to travel up there without a functioning refrigerator. The appliance is less than 2 years old, and I invested in a 5-year extended warranty as suggested by the Sears employee during purchase. I kindly request assistance in addressing this matter promptly. Thank you for your help.

I have been trying to get a damaged pedestal drawer replaced since March [redacted], but despite multiple visits from installers and repair personnel, the issue remains unresolved. After speaking with Sears representatives, the first agent promised to escalate the issue to the Bolingbrook Store Manager for a replacement but abruptly ended the call. The second agent directed me to contact Kenmore, where a supervisor transferred me to another department before disconnecting the call. I am frustrated with the lack of customer service.

Service Order #[redacted]: I had a repair technician over to fix my microwave. I provided all necessary information to arrange the service and explained the issue. The technician quoted $[redacted] for parts and labor. Sadly, I now have to wait until June 11 for the parts, making it a three-week process. I am frustrated that I have to manage the parts at home and unsure if the correct ones were sent. My neighbor's father, a repairman, fixed his microwave in under two days for less than $[redacted] without a warranty, creating added frustration. Waiting a month for a microwave repair in today's fast-paced world seems excessive, especially with family events and meals depending on it. This experience has made me reconsider Sears, although I have been loyal to them. This delay has made me wary of extended warranties. My service number is #[redacted].

I spent 1 hour and 15 minutes at Kmart trying to pick up a ship-to-store item that couldn't be located. Despite the unsuccessful search, I wasn't refunded, and the manager didn't come to address the issue. I also spent over 45 minutes on the phone with customer service, but they only read scripts and couldn't assist me properly. I have not received my $10 free cash refund or the $3.56 charge on my card. The customer service experience has been disappointing, leading me to decide not to do business with Sears or Kmart anymore. Please refund the $3.56. The order #[redacted], Sales check #[redacted]61. Lack of consequences for employees might explain the poor service.

I am extremely disappointed with the service from Sears Home Services regarding the repair of my washer. The initial repair appointment on 5/17/[redacted] was a no-show, even after receiving a notice of the technician's arrival. The rescheduled appointment on 5/31/[redacted] had complications as the technician couldn't proceed with the repair due to a sliding door issue that we were unaware of during the first visit. Now, due to our work schedules and Sears' inability to accommodate a Saturday appointment, we have to wait an additional 2 weeks without a working washer. Despite several attempts by phone and chat to escalate the issue, I have been unable to speak with a supervisor. I simply want my washer repaired promptly. Details: Name: Z. Vasquez Address: [redacted] N Chevington Ct Unit A, Orange, CA [redacted] Phone: [redacted] Order Number: [redacted][redacted]

We purchased a Kenmore Elite refrigerator around a year ago. Recently, it started warming up and required a repair. After contacting customer service on May 16th, parts were ordered, but scheduling the service has been an ongoing issue. Despite the parts arriving on May 24th, our fridge and freezer were affected, resulting in ruined food. Several appointment reschedulings occurred; initially set for May 26th, it was first moved to May 30th, then again to June 7th without clear explanations. Despite requests for urgent service due to our family's necessity for cold food storage, our appointments have been continuously delayed. Various calls have been made to address these scheduling challenges, but no satisfactory solutions have been provided. The lack of communication, missed appointments, and difficulty rescheduling have left us frustrated and unsure of when the repair will actually take place.

Dear CEO Ed Lambert, I hope this message reaches you directly. My name is Adolphus Square. Four years ago, my wife and I purchased our wedding rings at the now-closed Sears in Houston on Main. The rings held significant sentimental value for us. Unfortunately, my wife lost her ring two years ago, and due to financial difficulties, I couldn't replace it immediately. Recently, I put a new ring on layaway at your Sears location in Houston, but it was unexpectedly cancelled. Our anniversary is in July [redacted], and I hoped to surprise my wife with the ring. I'm reaching out to seek your assistance in resolving this matter. Thank you for your attention to this. I am available at [redacted] or [redacted], and my email is [redacted]. Sincerely, Adolphus Square

I requested credit for a repair, but it was declined. Instead, I was offered a home maintenance program for $99 upfront with full payment required before the repair. Two days before the appointment, they called asking for my credit card information before the service. They mentioned a reduced service charge of $80 for early payment and a monthly fee of $49.95 for future repairs. Despite declining the service after the repair, I inquired about the payment and the possibility of installment options, but credit was refused. I later discovered I was enrolled in an unnecessary plan costing over $50 per month. I appreciate Sears but am dissatisfied with this situation. I want to pay for the repair as a one-time bill, not as part of a maintenance plan. Your assistance in resolving this issue is greatly appreciated.

I scheduled an appointment with Sears to fix a hole in my washer's drainage hose, even though I found the part on Amazon for only $15. Despite taking a day off work, the repairman didn't show up during the 1 to 5 pm window. After multiple unfulfilled promises to come, delays, and no-shows, I had to take another day off for the technician's visit a week later. The technician took a picture, realized he needed to order the part, and will have to return another day to fix the issue. I feel that Sears has breached the warranty and acted in bad faith. After speaking to various supervisors, I now have a new appointment today. I am very disappointed with Sears' customer service and plan on filing a complaint with the Attorney General's office. I will not be purchasing from Sears again and will inform others about my negative experience. Sincerely, Zoraya C.

My mother has been a loyal customer of Sears for over 30 years. She owns a GE dryer that is slightly over a year old and needs repair. A technician visited her home on Saturday, June 9th but did not enter the house. He mentioned that he did not have the GE parts required for the repair, leaving my mom uncertain if he intended to fix the machine. This technician had previously displayed unprofessional behavior during a prior visit. I, her daughter, intervened and contacted Sears on her behalf. The person who initially scheduled another technician for June 9th did not follow through. Eventually, after speaking with various representatives, a new policy was created under my mother's name for the dryer. Despite my efforts from 1:00 pm to 6:00 pm, the earliest available appointment for the repair was set for June 19th by Jekeisha. However, in a frustrating turn of events, a recent call informed my mother that the appointment was rescheduled for June 25th, causing disappointment. My mother, Edith Rhines, resides at [redacted] Webster Avenue, Pittsburgh, PA, [redacted], and is an 80-year-old kind lady. It's disheartening to witness Sears, a company known for its quality products and friendly service, treat her unfairly.

I bought a Kenmore laundry center in September [redacted] and it was delivered in October [redacted]. Unfortunately, it has not worked since day one. Despite three failed repair attempts and a missed fourth appointment, the unit remains non-functional. Each time a repair technician has to visit our vacation cabin, we need to take a day off work to be there. These missed workdays have cost us more than the appliance itself. We simply want a new, functioning appliance as we intended when we made the purchase. We refuse to keep attempting to fix a clearly defective unit that should never have been delivered in this state. The order was made under the name Kurt Leavitt and the provided phone number is [redacted]. I contacted customer service but never received the promised callback from a manager within 24 hours.

I purchased a refrigerator online on May 28th and canceled the order on May 29th, but it did not reflect in the system within 24 hours. It's now June 16th, and I still haven't received my refund. Yesterday, I was promised an email from solutions but never received one. When I called this morning, I was informed they need more time and couldn't explain the delay. This situation is hindering me from buying a new one urgently, as I have three kids and no refrigerator for the summer. This delay in processing my refund is unacceptable and lacks professionalism. The customer service representatives I've spoken with have not been helpful. While it took only a second to debit my account, it's been three weeks and I'm still waiting for the refund to get a replacement.

I bought a set of tires at the Livingston, NJ auto center and had them mounted and balanced. Tyrone provided great service. However, the car shook dangerously at around 55mph. I contacted the store, and Darryl advised me to go to any Sears for rebalancing. I scheduled an appointment online for noon the next day, but by 3 pm, the car was still not ready. I believe Sears should refund the mounting fee of about $75 and offer complimentary oil change coupons. As a loyal shopper and cardholder, I expect better service.

I recently put a bed on layaway at the Sears in Muncie, Indiana. I have had 27 spinal surgeries and spent 6 1/2 years in a nursing home learning to walk again, so I really need this bed. The department manager, Izzy, called me and was very rude, insisting I come in to get a refund immediately due to the store closing layaways. I feel this is unfair treatment, especially since they are also holding funds from a previous transaction in my bank account. I have the layaway receipt and want to keep it, but Izzy canceled it against my wishes. As a customer, I believe it is not my fault the bed was put on layaway, and they shouldn't have canceled it once it was done. I feel mistreated and uncertain about how to proceed given my situation.

I placed a bed on layaway at the Muncie, Indiana store. I have had multiple spinal surgeries and encountered issues trying to pay for the bed. Sears placed a hold on my bank account for over a month without releasing the funds back. Despite being reassured I could put the bed on layaway, the department manager, Izzy, cancelled it and demanded I come back for a refund. I was not informed that the down payment had to be made using a card at the time of purchase and Sears caused difficulties by putting a pre-authorization on my account. They were rude and unprofessional in handling the situation, especially since the store is closing. I was treated unfairly, and I am disappointed with the lack of customer service. I am frustrated as I still want and need the bed.

We have experienced several recurring issues with our Kenmore Elite four-door bottom refrigerator over the past year. Despite multiple repairs and part replacements, including the compressor, control board, ice maker, fan motor, drier assembly, valve assembly, PCB assembly, and sensors, we recently encountered a major problem with the unit. The refrigerator stopped cooling properly, resulting in thawed food and water leaking onto our kitchen floor. After being informed by repair specialists that a potential refrigerant leak in the sealed components could be the cause, we are concerned about the reliability of the appliance. Given the repeated failures and financial burden of spoiled food, we are reaching out for urgent assistance. This ongoing situation has left us without a functioning refrigerator, forcing us to rely on coolers for essential storage. Your prompt attention to this matter would be greatly appreciated. Thank you, Michele and Ron Crawford.