Sears Customer Service Issues

I have been experiencing significant issues with your warranty service. I have been a paying customer for several years and have encountered dissatisfaction with the service provided. Initially, when I called for a dishwasher repair, your website was unavailable for almost a week due to system upgrades. Upon finally reaching someone, I had to wait an additional week for a service appointment. Subsequently, the technician arrived but was unable to proceed as the work order was for a washing machine, not a dishwasher, resulting in another week of delay. The technician then had to order a part, extending the waiting period. Despite being scheduled for today, it is now after 4 PM, and the technician has not arrived. This prolonged delay has left me without a functioning dishwasher for over a month, which is particularly challenging as I have six children. Furthermore, my current 15-minute hold time on the phone is adding to my frustration. I am extremely disappointed with the level of customer service provided.

On June 5, [redacted], I made a purchase on layaway with Order #[redacted]39. Due to a processing error, I had to resubmit the order and was charged a second down payment. Despite numerous attempts, I still haven't received my initial $15.62 down payment back. I was informed that a check was issued almost a month ago for the refund. The email stated that a bank check for $15.62 was issued on 06/25/[redacted], but I have yet to receive it. The phone number provided for Sears Member Services is no longer in service, and I have spent a total of two hours on hold trying to resolve this issue. To make matters worse, the item is now on sale for $15 cheaper than what I paid. This ongoing experience has become a nightmare, with promises made but not kept. I've been waiting for almost 2 months for my refund and am frustrated with the lack of progress. I hope this can be resolved soon without further inconvenience. Thank you, Paul

During my initial visit, the computers were down, and I couldn't confirm my protection plan for the combo washer/dryer. After requesting a new heating element for my 3-year-old dryer, the technician discovered I indeed had a protection plan in place. However, despite assurances that I would receive a refund within 3-5 business days from the form being filled out on 7/9, I have yet to see the money. After multiple follow-up calls, being given case number [redacted], and promises of emails and refunds within 24 hours that did not materialize, I find myself on hold once again with customer solutions. The frustrating lack of progress has left me wondering what steps I should take next to secure my $[redacted].31 refund.

This morning, when I opened my three-year-old Whirlpool refrigerator, I found leaking, soft frozen foods, and spoiled items inside. After discovering that Sears, where I purchased the refrigerator, was closed, I contacted Whirlpool only to be redirected back to Sears. Currently, I have been on hold for over 25 minutes, listening to a repeated message about assisting me as soon as possible. This lack of assistance is disappointing especially when relying on reputable companies for home products. I was informed I would have to arrange and pay for a repair but am frustrated with the ongoing wait and automated responses. It is surprising to experience this level of customer service from well-known corporations like Whirlpool and Sears. I am seeking to speak with a live representative rather than receiving help via email.

My Kenmore Elite refrigerator has been out of service for over two weeks now. I have an extended warranty, so I reached out for assistance. The process was frustrating as it took a long time to get through to a customer service representative with whom I had communication difficulties due to a heavy accent. The initial technician who came was late for the appointment, did some diagnostics, and reset the circuit board, but I insisted on replacing it. Subsequent appointments had the technician arriving late without prior notice, with the latest one calling around 8:30 pm to cancel due to overbooking and fatigue. I am fed up with the lack of timely service from Sears. I paid a high price for both the refrigerator and the warranty, and I expect better service. If they can't fix it promptly, I would like it replaced. I have spent too many hours on the phone dealing with this issue. I need a resolution soon.

On May 28th, I contacted customer service because my refrigerator wasn't freezing. Despite speaking to multiple agents, I was unable to get assistance, even after explaining the urgent need for a working refrigerator before my husband returned home from the hospital following a transplant. Antonio, who claimed to be a manager, suggested renting a refrigerator when I expressed concerns about not having space for it and needing help moving the current one. When I requested to speak to a higher authority, Antonio mentioned everyone had left for the day and advised calling back on Monday. After five service technicians visited and made attempts to fix the refrigerator, I had a helpful interaction with Jerri, an agent who demonstrated exceptional customer service skills. She found a solution within the warranty for a replacement unit. Despite this, the replacement delivery date got delayed until July 31st, causing further inconvenience as my husband went back and forth from the hospital. This prolonged process has soured my experience with Sears, and I will reconsider using their services in the future. Moving forward, I plan to shop at Home Depot for my appliance needs.

I purchased a Kenmore Elite front load Washer and Dryer set back in May [redacted]. In December [redacted], I contacted customer service as the front electric panel was not working. They advised me to unplug the dryer and plug it back in, which temporarily resolved the issue. I've been following this process every month to month and a half since without contacting them again. Over the weekend, I had to reset it again. My Daughter suggested I call about the recurring problem, so I did. Unfortunately, they informed me that the warranty expired in June and I would have to cover the cost. I have been attempting to escalate this to corporate with no success. Initially, a Supervisor promised a free inspection and a 20% discount on parts and labor, but now there seems to be no record of this offer.

On Monday, July 22, [redacted], I adjusted my schedule to be available for my maintenance appointment for my new Kenmore Elite appliance from Sears. The scheduled time was between 8:00 a.m. and 12:00 p.m. At 12:09 p.m., I received a text saying the technician was on the way, without any prior updates. Despite needing to leave for another appointment at 1:30 p.m., no one had arrived by 12:55 p.m. I left at 1:15 p.m., and at 1:19 p.m., the technician called to say he was at my house. I am extremely frustrated with Sears Customer Service, as I tried online updates, called four times with over an hour and a half on hold with no response. Despite purchasing a protection plan, I wasted my entire day and couldn't even reschedule the appointment when I finally spoke to a representative. The customer service and support from Sears have been disappointing, and even after multiple attempts to reschedule, the wait times are over 15 minutes each call. It's essential for Sears to focus on improving customer support and service.

I would like to request a review of the phone call I had on July 4th. The representative assured me that the diagnostic fee would be deducted if I proceeded with the service. Kindly refund the $89. Additionally, there was a discrepancy in the service appointment scheduling mentioned by the representative. The technician who fixed my dryer did an outstanding job. He was polite and left the area clean. Despite the excellent service by the technician, my experience with Sear's Repairs was very frustrating. The scheduling was mishandled, causing multiple delays and miscommunication about the technician's arrival. I had to wait for hours and faced challenges in getting through to customer service. Overall, although the technician's work was commendable, the customer service experience with the scheduling and communication issues was disappointing. Kindly consider a partial refund to compensate for the inconvenience. Regards, S.P.

I recently had a new washer and dryer delivered. The washer installation went smoothly, but the dryer was missing its electrical cord and flex exhaust coupler hose. As a result, I can't use the dryer until these items are provided. Could you assist me in obtaining these parts and scheduling a second delivery for the dryer installation? I appreciate your help in resolving this issue promptly. Name: William M. Address: [redacted] NE 54th St., Vancouver, WA [redacted] Email: [redacted] Phone: [redacted] Dryer Model: LG [redacted] Thank you for your attention to this matter.

I purchased a dishwasher, connector kit, and a sectional with ottoman from Sears. The dishwasher and connector kit were to be picked up in Flora, about 45 minutes away. After my husband went to pick up the items, we found out that the connector kit was forgotten. Despite requesting a refund, it has not been processed yet. Regarding the furniture, I paid $[redacted] for shipping, expecting it in 4 weeks, but it didn't arrive on the promised date. Customer service kept transferring me around and changing delivery dates. When the furniture was finally delivered, the delivery person was unfriendly and damaged my vent. The connector kit is also defective, causing water to leak. I have faced numerous issues, and despite contacting customer service multiple times, my problems remain unresolved. I am extremely frustrated and disappointed with this whole experience and insist on a full refund for the shipping and repairs for my dishwasher.

I bought a Craftsman Weed Eater that broke. I returned it to a local Sears store in Grants Pass, Oregon. They said they would fix it or give me credit. I received a $[redacted].99 Sears Gift Card. I still need a weed eater but not from Sears/Craftsman due to bad reviews and poor service. I want a credit to my credit card or a debit card for any brand like Honda. Contact me at [redacted] or reply here. I can send back or destroy the gift card. - Ken Wegner

My washing machine has been broken since early June. I just got out of the hospital after a back injury, fifteen days ago. Your repairman visited my home twice and initially found nothing wrong. After repeated calls, he finally ordered a part which took another week to arrive. However, he canceled the repair appointment twice, leaving me waiting for an additional 10 days. I've spent over $[redacted] at a laundromat due to this issue. With an extended warranty, I believe a replacement washer is owed to me. This situation has become incredibly frustrating. I've been disconnected by two customer service representatives and each time I seek to speak with a supervisor, I endure over 30 minutes of waiting. I am on the verge of seeking legal advice. I am thoroughly disappointed with Sears and their unhelpful staff. - Ms. Richard A. Yoder

I have been experiencing ongoing issues with the refrigerator we purchased a month ago. Despite five repair visits, the door still does not close properly. Each repair seems to make the situation worse, leading to food spoilage. Raising seven grandchildren and dealing with the recent loss of my son has left my finances tight. I urge Sears to address this matter promptly, as we have fulfilled the protection agreement and paid off the refrigerator in three months. The current situation is frustrating, and I desperately need the appliance to function properly. Kindly consider our situation seriously and provide a resolution.

Hi, I wanted to share my dad's recent experience with the Craftsman lawnmower he purchased from Sears. Today, upon delivery, the lawnmower was not ready to use despite having paid for that service. Additionally, there was a scratch on the machine, and the mulching blade that was supposed to be installed was incorrect. Even though my dad is keen on keeping the lawnmower, he understandably feels disappointed and unsatisfied with the situation. Despite spending two hours trying to contact Sears customer service, there hasn't been a satisfactory resolution. I am reaching out with the hope that Sears can assist in rectifying these issues to ensure my dad receives the product he ordered and paid for. Your prompt attention to this matter would greatly help in making my dad a happy and content customer. Thank you for your assistance!

I purchased a Kenmore Elite refrigerator (Model [redacted]2, Serial 611KR00048) back in February 26, [redacted]. Unfortunately, since then, it has had issues with cooling, causing inconvenience and food loss. After several repair attempts, including waiting for parts and missed appointments, the fridge is still not functioning correctly. With three major replacement parts waiting to be installed, I'm frustrated with the frequent breakdowns of a fridge that is not even two years old. As a family with many visitors, it's challenging to deal with these constant issues. I'm now considering if it's worth repairing or if a replacement would be a better solution. I'm wondering if the same model is still available for a possible exchange.

I had been waiting for over 2 weeks for a technician appointment to service my tenant's AC unit at [redacted] Kingston Ave. The tenant had taken the afternoon off work to let the technician in. I waited at home during the 1-5pm window, but the technician failed to show up. He called at 5:30 that day and said he needed to reschedule. The appointment was rescheduled for 2 days later, and the tenant took another half day off work. I requested the technician waive the $69 trip fee for the inconvenience. The technician arrived 2 days after the rescheduled appointment, cleaned the coils on the unit, and claimed to discount the service call from $[redacted] to $[redacted], which I paid. After reviewing the bill with customer service, I found out that the $[redacted] I paid was actually the retail price for the call. I don't mind paying for service, but I dislike being misled. It was unprofessional to make me wait 2 weeks without AC, not show up on time, and then charge full price while misleading about a discount. This is not how I conduct business.

We bought a Samsung Flexwash washer (Model WV55M9600AV/A5) from Sears in September [redacted]. Our service appointment on April 2, [redacted], was to fix the top washer unit for an Error code '1 DC4'. We've had 5 technicians on 9 appointments trying to fix it. Sadly, both the upper and lower washers are now not working. We have a Sears Home Warranty that promises a replacement if unable to repair, and we believe it's time to replace it. Our washer is worse off now – it's completely dysfunctional and damaged. It's been 4 months without a working washer; a replacement is needed.

I am disappointed that my refrigerator delivery has been delayed multiple times without a valid reason. The latest promised delivery date was today, but the refrigerator has not arrived. Communication with the management team, including Tamorra and Joyce, has been unhelpful as they fail to provide me with timely updates or solve the issue. This situation is particularly challenging as it affects my elderly mother who has been without a refrigerator for three days now. I am now seeking information on how to escalate my complaint to the higher authorities within the company to address this ongoing problem promptly.

I purchased a Kenmore Elite dishwasher in late November/early December. It stopped working about 2 or 3 months ago. A Sears technician visited and identified the issue as the motherboard. After replacing it, a spark occurred when the dishwasher was plugged in. An electrician verified the outlet was fine and determined the problem was with the dishwasher. Sears agreed to replace it after three service calls. However, when trying to contact the provided number, I faced difficulties getting through and resolving the issue. A promised callback did not happen, and the delays have left me frustrated being without a dishwasher for so long. I would like a refund for the dishwasher and the electrician's bill due to this ongoing inconvenience and poor communication from Sears. Additionally, there were scheduling mix-ups with the technician missing appointments. If this matter is not addressed promptly, I will seek resolution with higher management at Sears.