Sears Customer Service Issues

Our Kenmore Pro refrigerator, manufactured by LG, has a faulty compressor. After waiting a week for a Sears technician to assess the issue, we were informed that the compressor is indeed defective. Despite being covered under a ten-year warranty, we are facing nearly $[redacted] in labor costs for the installation. We were informed that some repairs could be fully covered if authorized by LG. After spending considerable time on the phone, we received conflicting instructions from both Sears and LG, each redirecting us to the other for resolution. Frustrated by the lack of accountability for the faulty part, we reluctantly opted to have Sears handle the repair. However, the process involved scheduling another technician to re-diagnose the issue, resulting in further delays and leaving us without a working fridge for an extended period. The situation is exasperating and unreasonable.

Hello! Today was quite frustrating for me. I placed a women's clothing order with Sears online, but had issues with the billing information. The zip code "[redacted]" was incorrectly paired with "Dilley" instead of Forest Grove, where my Post Office Box and credit card address are located. I tried to correct it during a chat session, but was told the order had to be cancelled entirely as they couldn't correct the city on the address. Despite the chat person's assurance that they would handle it, the order was cancelled without being re-placed. When I called customer service, it took 43 minutes to apply the correct billing city to my zip code for the order with 5 items. Sears, I have fond memories of shopping in your stores and feel sad about the frustrations faced while trying to do business online. Firstly, please fix the credit card billing address submission form to allow users to enter their own city. Secondly, streamline the customer service systems to address and resolve such issues efficiently in one contact, rather than multiple frustrating interactions. I hope this feedback reaches the right team for improvements. Best regards, Brenda Schaffer

I purchased a treadmill from your North Attleboro, Massachusetts store about 4 weeks ago under the name of Marianne B. After discussing with the sales representative, we decided to pick up the unit instead of having it delivered. However, when my wife brought it home, we realized we couldn't transport it into the house ourselves. It currently sits in our garage. I've been trying to have Sears assist with moving it, but they suggested I return it and buy a new one for delivery. Despite initially opting for pick up, I'm willing to pay for assistance now. Stephanie at the North Attleboro store has been unable to resolve this issue. We have a $1,[redacted] treadmill we can't use or move upstairs, and I just need help with arranging moving and assembly. Thanks, Alex R.

I contacted customer service regarding my Sears dryer repair. They couldn't schedule me for a week, so they connected me to a third-party service for a faster appointment. A technician arrived, fixed the dryer, but had no Sears uniform or paperwork. I provided my credit card number when booking the appointment. The technician mentioned I would receive an email receipt but never got one. $[redacted] was charged to my card. A week later, the dryer stopped working, and when I contacted customer service, they had no record of the previous visit. Another Sears technician confirmed there was no third-party they work with for repairs and that the earlier service was fraudulent. I have disputed the charge with my bank. It seems there may be a scam within your customer service department. I have the details if needed.

I am writing to express my disappointment with Kenmore. I recently reached out regarding a scratch on my black stainless steel Kenmore Elite fridge and was directed to Sears. After being transferred six times and spending a total of one hour on hold, I was met with extreme rudeness from the last representative who abruptly ended our call. All I was seeking was a product to conceal the scratch. In my subsequent call, I was transferred once to a helpful individual who provided me with the product item number and connected me to place my order. What should have been a simple inquiry turned into a frustrating ordeal lasting one and a half hours and involving seven transfers.

[redacted] Yokum Parkway, Apartment [redacted], Alexandria, VA [redacted] September 12, [redacted] Dear Sir, I have been contemplating writing this letter for several months, and today I am finally sitting down to express my concerns. When our trusty Kenmore washer gave out, we visited Sears on 6/3/18 and purchased the top-of-the-line replacement. The model 11D.[redacted]11 lacks a central agitator and instead has an empty tub. On multiple occasions after a cycle, I discovered a sheet or my nightgown wrapped around all the clothes, stretched out like a donut without a hole. This phenomenon never occurred with our old agitator models. The laundry cycle is excessively long, hindering my ability to finish my laundry promptly and move on to other tasks. The machine frequently becomes unbalanced during the spin cycle, requiring me to rearrange the load for a proper spin. The manual outlines that this model emits various noises like clucks, dings, buzzes, and beeps throughout the extended cycle. These noises are bothersome as our washer and dryer are situated in our compact kitchen, making it intolerable to run the washer while preparing meals. In the past, I felt that some washers did not extract enough water from the clothes. Yet, with the option for a “drain and spin” in this new machine, the clothes remain excessively wet after the additional cycle. Being 5’8” tall with average-length arms, I struggle to reach items at the back of the deep tub, often resorting to a coat hanger to retrieve them. I ponder how individuals of shorter stature manage to retrieve items like socks. For over forty years, I have relied on Amway detergent and powdered bleach, which effectively cleaned my daughters’ play clothes. I find liquid bleach risky due to its spill potential. Traditionally, I would fill the tub with water, add detergent, and engage the agitator as taught by my Mother. However, with the new machine, I inadvertently added laundry on top of the powdered Amway detergent, resulting in discolored spots on the clothes when the cycle ended. I prefer seeing my laundry submerged in water during the wash, a feature lacking in this water-efficient machine. Occasionally, for delicate or special items, I would add extra water to minimize agitator impact and safeguard my clothes, which is not feasible with the preset water levels. Overall, I am disappointed as a Sears/Kenmore customer and seek to exchange this modern model for a more cost-effective traditional model. Sincerely, Josephine Mossman

I visited Sears at Athens Ga Square Mall where I've been monitoring outdoor equipment sales. I noticed that leaf blowers were not moved to a different location in the store and the same sign I initially saw in July was displayed below the blowers showing the price as $59.99, with additional 20% and 25% discounts. An employee showed me a sign for $69.99, which had not been displayed for over two weeks. Despite the items being stacked together, an assistant explained that the discounted price was for a different, less expensive model with fewer features. I suspect a bait-and-switch tactic. The assistant mentioned that no management was available to address the issue and refused to honor the advertised price or discount, claiming the items could have been moved. I have taken pictures of everything, including the discrepancy.

Order# #[redacted]49: I placed an order for a washer, dryer, and range online on September 7th with a delivery date set for September 20th. To save more, I purchased $[redacted] in gift cards from another company. After placing the order and receiving the Sept 20th delivery confirmation, I later found out the delivery date was changed to November 15th due to the dryer being out of stock. I am confused why the website allowed the purchase and scheduled an earlier delivery if the item was unavailable. Customer support advised me to cancel the order and split the items that are in stock for earlier delivery. While I am willing to wait until Nov 15 for the dryer, I want to avoid any pricing changes or complications. Despite attempts to have the order split through calls and in-store visits, I have been unsuccessful. I am seeking assistance in splitting my order to have the range and washer delivered sooner while waiting for the dryer.

Hello, my name is John McKelvey. I am experiencing issues with my Kenmore Elite 12-cup commercial grinder and coffee brewer, which is covered under a 5-year full warranty. The problem arises when setting the timer as it does not consistently start, and sometimes fails to work at all, requiring it to be unplugged for a few hours to reset. I reached out to customer service and was transferred multiple times to various irrelevant phone numbers, including a lawn mower repair service and a mix-up with a washer repair appointment that I never scheduled. The language barrier was also a challenge, with difficulties in communication. Despite spending over two hours on the phone and being transferred a total of eight times, I have not made any progress in resolving the issue. I simply seek to have my coffee grinder/brewer repaired or replaced. Thank you, John McKelvey.

I am disappointed with the Sears return policy for online orders. I purchased a skirt and a polka dot sweater on July 7, [redacted], but both items were too large. I attempted to initiate the return process by the end of the month. Unfortunately, when I tried contacting customer service, I was placed on hold for over half an hour. Due to personal circumstances, I had to delay dealing with the return. Now, I have exceeded the specified return period and cannot send the items back. Despite being a loyal Sears customer for over 50 years, I am discouraged by this experience and will not be shopping online again. With Sears stores in Utah closed, my shopping options are limited. I must either keep or give away the items. However, I appreciate the assistance provided by the kind and helpful representative I spoke to on September 16.

Dear Sirs, I own a Rayovac Lantern powered by 3 alkaline D cell batteries. Recently, I encountered an issue with the lantern as one of the DieHard D cell batteries I used corroded, causing the lantern to only work in strobe mode. I attempted to clean it with vinegar and contact cleaner, but the problem persists. I have spent a significant amount at Sears and hope for a resolution to this matter. I believe that since the batteries were used correctly, the product damage caused should be covered by a repair or replacement policy. I am willing to provide further details or send the lantern and batteries for evaluation. I appreciate your attention to this issue. Best regards,

I have been dealing with Sears regarding my refrigerator for four months now, as I have a protection agreement with them for the past 26 years. In the last two years, I have encountered numerous issues with Sears, but the most recent one has left me frustrated. Despite multiple technician visits, the leaking water issue persisted, causing damage to my floor. Sears refused to reimburse me for the food losses as the technicians did not document the problem correctly. Finally, in August, a technician identified the issue, and now I am waiting for the parts to arrive for the repair scheduled for Wednesday. During these three months without a functioning refrigerator, Sears only recently offered to cover $[redacted] for a rental. Feeling unsupported, I resorted to buying a small fridge to meet the immediate needs of my family and daycare. The lack of communication and delays in service have left me no choice but to consider legal action. I am disappointed by the service quality and the ordeal I have faced despite being a loyal Sears customer with two protection plans.

My Sears Kenmore Elite Refrigerator, which I've owned for under 5 years, is malfunctioning. The freezer is not functioning at all, and the fridge is barely cool. There seems to be a widespread issue affecting many users, including myself. After speaking with customer service on 9/12 and being informed about a technician visit on 9/24, I subsequently received an email confirming the same date. However, without receiving a confirmation call, I contacted them yesterday only to find out that my appointment had been rescheduled for 9/25 without any notification. This miscommunication led to me having to take another day off work. Today, Sears called to cancel again, leaving me frustrated with the lack of professionalism and empathy in the customer service interactions. I've now been without a properly functioning freezer for nearly a month. Despite being promised a $[redacted] gift card, I've yet to receive it. I am adamant about having my freezer and fridge repaired promptly and at no extra cost. The service on 10/7 seems like an unbearably long wait. The situation is simply unacceptable, and I expect a better resolution from Sears.

I was informed that my appointment to repair my Kenmore Elite freezer/fridge, which has a known issue, was rescheduled from 9/24 to 9/25 without any notification. I had to take time off work for this appointment, only to have it canceled. The customer service I received was very rude, and I was informed the next available date for a technician is 10/7. Despite being promised a $[redacted] gift card, it has not been received. The lack of communication and regard for my situation is unacceptable. I have been without a working appliance for nearly a month, and the runaround I am experiencing is frustrating. I hope the technician arrives prepared on 10/7 to resolve the issue. Additionally, I am still expecting the promised gift card. My name is Laurie Lee.

During my first appointment, I requested a helper for my stack washer and dryer, but one wasn't provided. The technician tried to diagnose the issue but needed to reschedule, coming at the end of a four-hour window, wasting my time. On the second visit, once again, no helper was present, causing more wasted time. The technician identified the part needed for repair. During the third visit, a helper was provided but the part was not available initially, resulting in more waiting time. The technician seemed competent, but the overall experience was terrible. I believe I deserve a partial refund for the inconvenience and lack of efficiency. Regards, Katherine Reed

I have a convertible refrigerator/freezer still under warranty for a sealed system issue. Despite seven unsuccessful repair attempts by Sears technicians, including changing the compressor and thermostat, the unit remains non-functional for months. Following the original warranty and a 90-day warranty post-repair, the appliance has not been fixed. Attempts to request a replacement or refund have been frustrating, with calls leading to dead-end phone numbers and unhelpful departments. The constant back-and-forth between service and warranty teams due to the unit being deemed irreparable is reminiscent of why lemon laws exist. Sears' suggestion of purchasing an extra warranty is not a viable solution given the poor experiences with the current warranty. It is disheartening that Sears, a company I've trusted for years, is failing to honor their warranty and provide satisfactory customer service. I urge Sears to address this promptly and uphold the lemon law with a refund.

On 8/27, my Kenmore Refrigerator and Freezer stopped working. The technician arrived on 8/29, ordered a compressor, and scheduled a repair appointment for 9/5. Unfortunately, the part didn't arrive by 9/4, and when I inquired, I was informed a second part was on order but with no specific delay date available. My 9/10 appointment was canceled last minute due to the part not arriving, but I wasn't informed promptly. After discovering the part was in stock at Searsdirectparts.com, I ordered it myself, and upon receiving and installing it, the fridge still didn't work. Despite being promised a credit voucher activation on 9/27, the fridge remained dysfunctional, leading to another part replacement. As of now, after multiple technician visits, the freezer is still not working, and the earliest available appointment is on 9/30, leaving us in a tough situation. Your assistance is greatly appreciated.

Dear Customer Service, I am writing to express my frustration with a recent letter I received regarding my Sears Credit Card. The letter threatened to reduce my credit by $3,[redacted] if I did not make a purchase by the end of October [redacted]. I tried multiple times to reach a customer service representative but was met with long hold times and unhelpful responses. This experience, coupled with the closure of the Sears store in my area, has left me feeling disappointed and inconvenienced. I have been a loyal Sears customer for 49 years, but the way I have been treated in this situation is unacceptable. Threatening to lower my credit score feels like extortion, and it has left a negative impression on me. As I consider purchasing a new refrigerator and dryer, I am now inclined to explore other stores due to this experience. I hope Sears can address these issues to retain loyal customers like myself. Sincerely, Sandra Draper-Byers

On July 20, [redacted], I purchased a Kenmore upright freezer and a side-by-side refrigerator/freezer (Order #[redacted]64) from Sears. The delivery was made on July 23. I chose Kenmore due to Sears' reputation for quality appliances, aiming to support them during their financial struggles. Unfortunately, this decision has been disappointing. After just 5 weeks, on August 26, the refrigerator/freezer broke down, resulting in a loss of around $[redacted] worth of food before I noticed, as it is located in the garage. Despite contacting Sears promptly, I could only secure a repair appointment for September 25. They determined a compressor replacement is needed, but the repair won't happen until October 16. Purchasing the refrigerator/freezer for $[redacted] on July 20, I will now be without it until October 16, with only 5 weeks of use marred by a breakdown and food loss. I strongly feel dissatisfied with this experience and hope for a resolution, perhaps applying the costs to a different appliance. I am looking forward to your prompt response. Best, Ellen Luckey

Subject: Follow-Up Regarding Order Cancellation Dear Sears Customer Service, I am writing in regards to the cancellation of order #[redacted]02, sales check #[redacted]6, which involved a NordicTrack treadmill costing $[redacted].88 with an additional $[redacted].00 for delivery and installation, totaling $[redacted].38. The order was placed on August 30, [redacted]. Due to failure in delivery scheduling and lack of communication about changes in delivery dates, I canceled the order on 09/25/[redacted] during discussions with a telephone agent regarding another rescheduled delivery. Although I was informed that a confirmation email regarding the credit would be sent, I have not received it yet. Consequently, I have involved my credit card company in the matter and opened a dispute. Could you kindly provide me with the name and email contact of a Sears representative whom my credit card company can reach out to for prompt resolution? Thank you for your assistance. Sincerely, R. Meuse