Sears Customer Service Issues

My refrigerator stopped cooling on June 10. Despite having three different technicians look at it, the issue remains unresolved. I contacted Sears Corporate on July 1, addressing my concerns to nine officers, but received no response. Multiple calls were made to "Eddie's team," with the promise of a callback that never came. A fourth technician is scheduled to come tomorrow, but not all the necessary parts are available. At this point, I have lost confidence in the service. I am frustrated by the lack of communication and resolution for my less than three-year-old refrigerator.

I've been on the phone with Sears customer service for over 4 hours, mostly on hold for long periods. I ordered a refrigerator and paid online, but now they have no record of my order despite me receiving a payment receipt and my credit card being charged. Each customer service rep I speak to seems unable to fix the problem, just transferring me to different departments endlessly.

I have been a loyal Sears customer since [redacted]. Recently, I had my electric stove repaired on 7-8-[redacted]. The technician emailed me the estimate #[redacted]67 on the same day, but there are discrepancies that need to be corrected. The range top lockout board is listed multiple times and should only be included once. The total amount of $[redacted].35 should reflect a payment of $[redacted].34 made on the same day, as well as a further payment of $[redacted].01. I kindly request a revised estimate to be sent to my email at [redacted] so I can submit it to my home warranty company for reimbursement. I would appreciate it if this could be done promptly, as I have been unsuccessful in reaching anyone at 1-[redacted] after multiple attempts over the past two days. Thank you.

I am R. K. Dennis, residing at [redacted] Co. Rd., [redacted], Big Foot, TX, [redacted], reachable at [redacted]. My office number is [redacted]. On June 25, a Sears technician concluded that my TV needed replacement. Following a call on the same day assuring me of a replacement within 3 to 5 days, I have not received further updates or a job number. Sears has been unresponsive, keeping me waiting on calls and transferring me back and forth. I urgently require assistance in expediting the delivery of the replacement TV for my wife, who has dementia and relies on it for entertainment. Despite renewing my maintenance contracts, the lack of service is disappointing. I seek guidance on how to reach a competent individual to resolve this issue promptly. Your attention to this matter is greatly appreciated.

I own a Kenmore "through the wall" air conditioner model #42-[redacted] purchased from the Sears Outlet website on August 25, [redacted], and collected from the Jersey City, NJ store. While the compressor is working, the unit no longer blows cold air. Despite showing the service technician the 5-year warranty on the "sealed refrigeration system," covering the rusted metal tube that caused the freon leak, he disagreed. I was charged around $70 for the service call. After struggling to get clarification from call center staff, I was informed by a manager that the repair is not covered by the warranty, a puzzling situation given the circumstances. Although aware of the service call fee, I assumed any leak-related repairs would be included in the warranty. Unfortunately, it seems Sears is unwilling to honor the warranty.

We purchased a home in February. My mother gifted us a floor model washer pedestal and washer, with the matching dryer bought online. The dryer purchase details are: sales check #[redacted]80 on 03/04/[redacted], and the washers are from sales check #[redacted]51 on 02/06/[redacted]. There are two problems: 1. The larger washer is leaking after installation. We have Sears Protection, but unsure if it covers pre-existing issues before use. 2. The dryer my mother bought online is incorrect. We need Kenmore [redacted] with flip control, but received Kenmore [redacted]. We only noticed this after installation since both models are similar. The controls are inconvenient at the top. What are the solutions for these issues?

I own a tractor that is under warranty and was scheduled for repairs on 7/2/19. Unfortunately, the company experienced a fire. Since then, I have been attempting to contact them without success. I waited over an hour on hold only for Sears to hang up on me mid-email. I am frustrated and seeking a prompt resolution. I am requesting either a new tractor, a refund to purchase another product, or authorization for a local technician to inspect the tractor. I am eager for a decisive action without any further delays. Thank you.

I had a scheduled appointment for my tractor repair on 7/2/19. Unfortunately, the company assigned for the service had a fire incident and couldn't make it. Since then, I've been trying to emphasize the urgency of this service appointment. It's not my responsibility if there's a lack of service providers in the area. I just spent an hour on hold with the department that was supposed to arrange for a dealer to repair, replace, or provide a new tractor. This is the third service call for my tractor, which is less than 2 years old. I am requesting a refund, a new tractor, or a proper fix for my current one. I'm frustrated and dissatisfied with the service and the repeated delays. I need someone with the authority to make a decision to contact me directly without further delays. I have always trusted Sears products, but now my confidence is wavering. Barbara V.

Hello, I am a loyal customer of Sears and have always bought appliances from them. Recently, I purchased a Kenmore [redacted] refrigerator online as a gift for my daughter, but she prefers the Kenmore [redacted], which is priced at $1,[redacted].99 on the Sears website as well. I am looking to exchange them seamlessly. Unfortunately, my daughter was unable to get assistance despite being on hold for 45 minutes, as the agent directed her to contact the Delivery Team for an exchange after the initial delivery. This seemed like an impractical solution, causing both time wastage and inconvenience. I tried calling myself and after being on hold for an hour, I got disconnected before speaking to anyone. I made another call and have been on hold for 30 minutes without any luck. I came across the GetHuman link and decided to give it a shot due to the nightmare this purchase has turned into. I just want a simple and hassle-free exchange process. Any assistance would be greatly appreciated. Regards, Tony

Subject: Frustration with Customer Service at Sears I wish to bring to your attention the issues I have encountered with your customer service. Dialing 1-[redacted] results in long waiting times before getting assistance. My recent experience involved scheduling a tech visit for a serviced exercise gym with a renewed warranty. Delays in ordering parts and inefficient scheduling led to canceled appointments. The lack of Saturday availability and inability to provide specific appointment times have caused me to take time off work unnecessarily. Today, my appointment was canceled due to purported bad weather, which was not the case in Philadelphia. The next available slot on July 16 is inconvenient without a fixed time. I am displeased with the service. Could you assist in rescheduling for a Saturday or a late afternoon slot on July 16? Thank you for your attention. Iris S.

I purchased a refrigerator and an extended warranty from Sears Outlet Center in Tucker, GA. After experiencing issues with the ice maker, I contacted Sears for help. Multiple technicians came out, each providing different diagnoses and ordering various parts. Despite promises, as of 07/12/19, I have not received any parts. Although I received a call on 07/10 about a technician visit scheduled for 07/11 between 8 a.m. and 5 p.m., nobody showed up. It's frustrating to wait and reschedule appointments for no-shows. My attempts to contact Sears have been unsuccessful, with long hold times ending in disconnections. I am disappointed in the lack of efficient customer service. I am eager to have my fridge fixed or replaced, and I am seeking assistance to escalate this matter until it is resolved satisfactorily.

I received the incorrect jeans and returned them with a SEARS UPS label. The return was confirmed, but the points refund has not been applied to my account yet. Contacting SEARS customer service is a challenge as it takes over an hour to reach someone, and each time I am told to wait for the points to be credited back. This has been ongoing for weeks, and I am frustrated by the delay caused by SEARS' error. I simply want to reorder the jeans using my points, which reduced the price to $16. I prefer not to deal with language barriers on the phone. My order number is [redacted]04, and I am Hiram S. Looking forward to your assistance.

Since March, we have been dealing with a malfunctioning microwave oven. Multiple service appointments have been scheduled, with each visit lasting around 25 minutes as the technician orders parts and attempts repairs. After some troubleshooting, a different technician found that a part had been incorrectly installed in March. Initially, the oven seemed to be fixed, but after a brief power outage during a storm, the issue recurred. Despite speaking with service representatives named Kat, Wilma, and Jamal in July, we are still waiting for a follow-up call from Sears. It has been frustrating to spend so much time coordinating appointments and waiting at home. We hope for a resolution soon as our time is valuable.

Regarding Sales check # [redacted]42, I purchased a washer and dryer set that was delivered on 7/9/19 but not installed. Sears advised me to change the faucets, which I did on the same day. Following this, on 7/10/[redacted], I called to reschedule the installation due to faucet replacement. Sears scheduled the installation for the 15th but did not send any email confirmations. Today, after being on hold for 30 minutes, I checked online and found I was not scheduled for installation. I am frustrated with the lack of proper handling by the representative who confirmed my appointment. I request Sears to promptly install the units or collect the set from my garage for a refund, as boxed appliances serve me no purpose.

I tried scheduling a service appointment online for my Kenmore Elite refrigerator's non-cooling issue this morning but faced long wait times and frustration. A local technician diagnosed it as a blown LG compressor, a known issue per LG and Kenmore. LG indicated the compressor might be covered under a 10-year warranty, directing me to contact Kenmore for warranty service. After calling Sears, I waited over 30 minutes to schedule a visit for the compressor replacement set for the 25th, which was unacceptable to me. Despite efforts to escalate the issue and discuss with a United States manager, the calls were disconnected multiple times. Eventually, I spoke with Carmel from the Philippines, who acknowledged the dropped calls and my frustration. I expressed my concerns about the service delay and the handling of my calls.

It has been an ongoing ordeal with my refrigerator purchased in November [redacted], breaking down in May [redacted]. Multiple service appointments and part replacements failed to fix the issue. After much back and forth, a technician visited on June 21, [redacted], only to state the refrigerator was irreparable and needed replacement. Sears failed to follow up on the replacement process. Despite numerous calls and frustrating interactions with customer service, there has been no resolution. The experience has been exasperating, considering the amount of time without a functioning refrigerator, especially during the summer. Seeking a refund to purchase elsewhere seems more reasonable than dealing with Sears again. Despite attempts to escalate the issue to supervisors, the lack of clear communication and resolution has been disheartening. Assistance is desperately needed to move forward from this ongoing saga.

My wife bought a Kenmore refrigerator, electric stove, Elite dishwasher, and a microwave in December [redacted]. We have experienced several breakdowns since then. Firstly, the stove stopped working a few months after purchase, followed by the dishwasher, and now the dishwasher has malfunctioned again. When it first broke, the lights were flashing, and I contacted customer service, where a man with a foreign accent informed me that a service call would cost $99. Considering we have been customers of Sears for over 40 years, I thought the issue could be resolved over the phone as it was before. My wife has only used the dishwasher a handful of times, and we don't overload it. I'm concerned if this is the standard of future service we can anticipate. Larry Dunn.

I am having issues with my water softener from Sears. I have been trying to reach Customer Solutions for two hours but no one answers. Despite service attempts, the problem remains unresolved after three weeks. We want a refund for the parts that did not fix the issue and want to cancel the last part order. We have already spent over $[redacted] on this repair, which is more than half the cost of buying a new unit. Trying to file a claim is impossible since no one is answering the phone. Any assistance would be appreciated.

My name is Isabella Arezzo. My freezer stopped working on 7/5/[redacted], causing all the items inside to defrost and be disposed of. I contacted Sears Home Service on the same day. Even though I have a Master Protection Agreement, the technician could only come on 7/15/[redacted]. When the technician arrived, the freezer was partially functioning, and they advised us to only put popsicles in it for the next two weeks to ensure it's working properly. They also mentioned that our plan covers food loss. I applied for reimbursement online on 7/15/[redacted], but it was denied, which is confusing to me since I lost more than the $[redacted] limit specified in the insurance. I was instructed to contact customer solutions, but despite trying for two days, I haven't been able to get through to a representative even after waiting on the phone for 40 minutes. I'm extremely frustrated and hopeful that this issue will be resolved promptly since I have protection for all my Sears appliances.

I have sleep apnea under the care of a sleep specialist, impacting my sleep quality which affects my well-being. Despite making a $[redacted] payment, I realized the next month's payment was also due then. I asked Wells Fargo Bank to send a $[redacted] payment on the same day with an extra charge, but it couldn't be processed on time. I was unaware the payment didn't go through, only finding out through my bank's message. I usually pay bills promptly and have a good credit history, but due to my health issues, I missed this payment. I request the removal of excess interest charges if I settle the full outstanding amount. Please understand my situation and assist me accordingly. My account is [redacted], contact Evelyn N Browne at [redacted].