Sears Customer Service Issues

Hello, I want to address an issue with an order I placed back in March (Order [redacted]23) that I gifted in July. Unfortunately, the recipient informed me that the pressure cooker arrived damaged. Upon inspection, they noticed the cooker was uneven and upon further examination, they found a missing foot pad causing the bottom of the cooker to be smashed down. The pictures they sent me show clear damage as if it was dropped before. It seems like the item was previously returned without proper inspection by Sears staff. Despite the box being in good condition, the item inside was not. I would like to know the process for exchanging or obtaining a refund for this damaged item. Thank you, John.

I own a Craftsman riding lawnmower with model number [redacted]23. I've been trying to find a Brake Rod spring part with the original part number [redacted], but it seems to be out of stock everywhere. The new part number is [redacted]21, and it's crucial for both the clutch and brake operations. I'm in need of a detailed schematic of the spring, including the material it's made from, as I may have to have it custom made. Despite investing in various repairs like head gaskets, seals, and a new clutch, purchasing a new mower isn't financially feasible. Many other lawnmower owners are facing similar challenges, making it essential to have access to spare parts. Your support in re-establishing production of this vital $3.39 spring or releasing the rights for others to manufacture it would be greatly appreciated. Thank you for your attention to this matter. Regards, Ken H.

I would like to request the cancellation of order #[redacted]02 that I placed with Tafino Jewellery, as they have confirmed that they never had the item in stock. Although Tafino provided information stating the order had been delivered, the registered special delivery letter received indicated a delay due to high demand. This is not acceptable to me, and I kindly ask for the order to be canceled and a credit issued to my account. I have been a loyal customer of Seaars for many years, and I hope this matter can be resolved promptly.

I am struggling to obtain a refund for Home Repair Services despite my numerous attempts to return parts, phone calls, long waits on hold, and canceled repair appointment. The appointment for the Frigidaire refrigerator diagnostic service was set up online with the Home Services department on June 15, [redacted]. After the technician, Hender M., visited on June 20, [redacted], I canceled the repair due to the high cost compared to buying a new appliance. However, it has been challenging to reach the Billing Department at [redacted] for my refund of $[redacted].73 out of $[redacted].93 charged. I was promised the refund the week of 07/29 by Veronica on a call I made on July 25, [redacted], but as of August 2nd, I'm still waiting. Furthermore, I discovered that only a fan was faulty, not the motor as diagnosed. Despite returning the parts, I keep receiving inquiries from the Part Recovery Department about their status. I have continuously tried calling the Billing Department during their hours of operation without success.

I scheduled a diagnostic service for my Frigidaire refrigerator with the Home Services department on June 15, [redacted]. Following the technician, Hender M.'s visit on June 20, [redacted], I canceled the repair service as the cost was almost as much as buying a new appliance. Despite canceling on 7/20/[redacted], I struggled to contact the Billing Department and get a refund of $[redacted].73 out of the $[redacted].93 charged. Veronica assured me a refund by the week of 07/29, yet as of August 2nd, I have not received it. The issue turned out to be a fan obstructed by foam, not a faulty motor as diagnosed. I was hassled by the Part Recovery Department asking about parts, despite already returning or awaiting their arrival. I attempted to reach Billing on August 2nd, [redacted], between 6 am to 7 pm CT without success.

I have a washer covered by your protection agreement plan, and I have been a loyal customer for 40 years. My current plan includes coverage for 5 appliances, the washer being one of them. On July 26th, a repairman assessed the washer and said it was irreparable due to rust in the basket. He mentioned that rust wasn't covered by the warranty and advised me to contact the office. Following this, another repairman was supposed to provide a second opinion on July 29th, but I did not receive any updates. Despite multiple calls and assurances of a response by August 4th, I am still awaiting resolution. I have spoken to numerous representatives who have put me on hold to transfer me to the correct department. I am increasingly frustrated and disappointed as I urgently need my washer. I am inquiring if the washer will be replaced, if there will be a refund for the warranty portion covering the washer, or if it can be transferred to a new one. I am seeking assistance promptly to resolve this matter. Thank you.

I recently had a SEARS repair technician evaluate my GE Profile dishwasher and he determined that it had a melted harness and control, making it beyond repair. He mentioned that it would be replaced with a newer model that succeeded the GE Profile. SEARS was supposed to contact me within 48 hours, by 8/2/19, but I never received a call. I'd appreciate guidance on how to proceed to arrange for the replacement dishwasher. Due to my visual impairment from macular degeneration, I find it challenging to read emails, so a phone call would be ideal. Thank you, Mary Jo L. Cell - 1-[redacted]

My father and I bought a Samsung dryer with a 4-year warranty from Sears. The delivery was delayed by more than a week. Soon after, the dryer stopped working. Even though we called Sears for repairs, it took over two weeks for a technician to arrive. The repair person was unhelpful and left without fixing or explaining anything. After informing Sears of the situation, we were left with a broken dryer once again. Despite our loyalty and long-standing account with Sears, we have been left disappointed with the lack of assistance and resolution. We simply want a refund for the faulty dryer and the warranty. This experience has been frustrating for both my father and me, and we feel mistreated as customers.

I served in the army during the Vietnam War in [redacted], and dealing with PTSD has been tough. Woodworking has been my therapy, especially using my craftsman electronic reciprocating saw. My wife suggested I sleep with it - that's how much it means to me. Unfortunately, I encountered a problem changing the blade and now can't put it back together. This saw is truly special to me, and I'm hoping the Sears store on rt 9 in Poughkeepsie, NY, could possibly repair it for me. The model is [redacted]20. I appreciate the excellent products and service Sears provides. Thank you for your assistance. - Bill Detmer from Pleasant Valley, NY.

I have been attempting to have my Maytag refrigerator repaired since June 19th. Initially, the repairman indicated that parts were needed, which were ordered for delivery to my home. However, on July 5th, he discovered that the parts were unnecessary and only removed some ice, a temporary fix. Unfortunately, as of July 22nd, the refrigerator remains unrepaired, and new parts were ordered. Despite this, on July 29th, it was found that only one correct part was received and installed; hence, they had to order the second part again. Subsequently, on August 9th, the repairman did not show up as scheduled, and despite numerous calls, no further action was taken until August 12th when an appointment for August 26th was reluctantly given. Due to the delay, I had to rent a refrigerator and suffered food spoilage, with a paltry $[redacted] food claim. After escalating my concerns to customer service, I was promised someone would contact me within 24 hours to expedite the process, but I am yet to receive any follow-up. I urgently seek assistance in resolving this ongoing issue.

I have been unsuccessfully trying to order a washer since 11:30. The online process was faulty, repeatedly omitting a necessary part. My call to customer service was a struggle with the representative taking about 25 minutes to process my order, which was incorrect when I received the email confirmation 15 minutes later. After a second call lasting 25 minutes, involving two unhelpful individuals repeating questions, I was told they couldn't assist me. After being transferred once more and answering the same questions for the third time, I was informed the order needed to be canceled and re-submitted. Frustrated, I eventually told the attendant to cancel it altogether. All I want is to place my order accurately and swiftly to continue being a customer.

I've been attempting to buy a washer since 11:30 a.m. However, the online store was not functioning correctly. Despite calling for assistance, it took the representative about 20 minutes to place the order properly. Unfortunately, when I received the email confirmation 15 minutes later, the order was incorrect. Upon calling again, I spoke with two individuals who were unable to assist me despite asking repetitive questions. After being transferred to another person and going through the same questioning process for the third time, I was informed the only solution was to cancel the order and re-submit it. I expressed my frustration and decided to forgo the purchase. I hope the company can improve its service to retain customers like myself.

On Monday, August 12th, [redacted], I reached out to Sears HVAC because my unit was blowing out hot air. The agent informed me that there were no available Sears technicians and that I would need to wait for a callback within 24 hours. After no response, I called back on Tuesday and was told it could take up to 72 hours for a technician to contact me. Now it's Thursday (day 4), and I still haven't heard anything. Each time I call, I get transferred between 10 different people without a resolution. My unit is barely three years old, and the lack of service from Sears is frustrating. I've invested almost $[redacted] in this unit, and I can't afford to buy another one. Sears needs to fulfill their service promises.

I have a 1/2” drive quick-release ratchet that I purchased in Canton, Ohio, from various stores like Lowes, Ace, and Sears. They are unable to replace it as they do not have any in stock. I specifically chose Craftsman tools for their lifetime warranty. Recently, I received an email about lowered prices, but this does not solve the issue of my ratchet not being replaced. When contacting the Canton store, I was advised to call regularly, but only automated recordings are available, with no information on how to reach the appropriate departments. I believe Sears should honor their warranty policy.

I purchased a Samsung refrigerator in November [redacted] with a 5-year extended warranty. There have been multiple repair requests starting from October [redacted], with various components being replaced, including the compressor, inverter board, and pce e-prom. Despite these repairs, the refrigerator has continued to have issues. Subsequent repair attempts in April and May [redacted] replaced a different computer board, yet the problems persist. The most recent repair request was in July [redacted] for the inverter board. Despite the technician recommending a replacement, there has been no further action from Sears. Additionally, a food claim from February was denied due to a supposedly cancelled visit, which we did not initiate. We have appealed this decision with no success. We are requesting a clear plan from Sears on how they intend to address and resolve these ongoing issues covered by the extended warranty. The lack of communication, unexplained cancelled appointments, and poor customer service experience through the helpline have been frustrating and time-consuming. We seek a detailed written response outlining how Sears plans to rectify this situation promptly.

When attempting to start our Kenmore washer (model #s [redacted]# or [redacted]#), here's what occurs: the tub rotates back and forth as usual for the wash cycle, but despite hearing the pump operating to fill the tub, no water enters. After a few minutes, error code IE displays. We've checked the water connections, hoses, and filters all per the manual with no issues found. The water pressure is good, and we are using the original hoses. We've tried resetting the machine and adjusting settings, but the problem persists. How can we reach a technician for further troubleshooting guidance?

I recently purchased a Washer over the phone. I spoke with Daisy, the representative, who noted the model number as [redacted] and mentioned a callback within 3 to 5 days. After a week without a response, I called back providing my details to no avail. I was transferred multiple times, waiting 45 minutes before finally getting through. The service agent struggled to locate my order, eventually confirming a 7 to 10-day wait for a scheduling call. Despite requesting her contact information and a confirmation number, she was unable to provide them. This ordeal has left me frustrated and disappointed with Sears' customer service.

We've been experiencing a recurring issue with our central air system. Two of your repair technicians visited our home on August 8 and August 12, but they only serviced the thermostat and the problem persisted. An appointment was scheduled for August 17, but there was a no-call, no-show situation. I had to contact an external heating and air professional, resulting in a $[redacted] expense, including a $[redacted] emergency fee. When I called your office on Saturday, August 17 at 4:50 pm, I was placed on hold until 5:20 pm, then informed my appointment was canceled around 5:08 pm. This lack of communication and service is disappointing. If this is the standard of your business, I will seek services elsewhere.

I have experienced poor service in the Globe, AZ area. The repair personnel only come on Thursdays, and my oven has been out of service for 20 days due to the wrong part being ordered. Now that the correct part has arrived, there is no serviceman available to finish a 15-minute job. I am also facing another issue with my Kenmore Elite fridge, where every possible part has been replaced except for the compressor. Despite replacing two circuit boards, a thermister, and a temp sensor, I am now waiting for another main circuit board installation. This model seems to have the worst repair record among Sears appliances, with temperature fluctuations between 32 and 44 degrees when adjusting the set point by just a single degree.

I recently purchased a Kenmore washer/dryer bundle from Sears, and unfortunately, the dryer was electric instead of gas. The installer's supervisor advised me to return the appliances through customer service and reorder. However, I encountered difficulties with the online chat system and only received a refund for one appliance. I am looking to reorder the correct Kenmore washer/dryer bundle with a stacking kit and new hoses, ensuring the dryer is gas this time. My original order number is [redacted]30. I would appreciate guidance on how to proceed to correctly order and install these appliances. Thank you. - Doug K.