Sears Customer Service Issues

On July 20, [redacted], I purchased a Kenmore upright freezer and a side-by-side refrigerator/freezer from Sears. I had selected Sears due to their reputation for quality appliances. Unfortunately, the refrigerator/freezer broke down on August 26, five weeks after delivery, resulting in a loss of around $[redacted] worth of food. I scheduled a repair appointment, but the earliest available date was today, September 25, with the actual repair not happening until October 16 due to the need to order a compressor. Given that I will have been without the appliance for nearly three months, with only five weeks of use before it broke down, I am extremely dissatisfied with this purchase. I believe the refrigerator/freezer should be considered a lemon, and I am requesting to apply the total cost, including tax and the value of the lost food, towards a different refrigerator/freezer. I hope we can resolve this matter before I take further action. Looking forward to your prompt response. Best regards, Ellen L. Rockdale, TX.

My name is Alvin M. [redacted] Pungo Dr., Hertford, NC [redacted]. I purchased a Sears Home Warranty and reached out to them in early May [redacted] regarding a failed heat pump. Despite multiple attempts and incorrect email addresses provided, I finally managed to email the correct address [redacted] on 5/13/19 with a repair estimate of $3,[redacted].73. The insurance company then insisted on this information and claimed a contractor wasn't available in my area. Instead of repairs, my HVAC contractor advised a unit replacement costing $5,[redacted].00 due to the soon-to-be obsolete R-22 refrigerant. Despite sending numerous emails and receiving confirmations, there has been no resolution. Even a call on Aug. 2nd yielded no progress. The claim number is SCCM5ZC878-2 (#[redacted]). After experiencing this service, I will not be purchasing it again. The heat pump replacement was completed on July 23rd without resolution on the insurance company's end. Any additional details can be provided upon request.

I had a service appointment today, 10/1, expecting a $99.00 diagnostic charge, which I accepted. However, the technician arrived and suggested a repair costing $[redacted] - $[redacted], without actually performing any diagnostics. Following that, he conducted testing, identified a faulty defrost sensor costing over $[redacted] to replace. He also offered a warranty package for over $[redacted], reducing the service fee by half if purchased. The problem lies in the fact that the technician did not contact me prior to the visit because he claimed he did not have my phone number, making it necessary to charge the $99.00 fee. This approach feels unfair. I would like to discuss this issue with Sears as I feel dissatisfied with the service. I believe I was charged $99.00 just to receive a sales pitch for a $49.00 monthly service plan. It's perplexing that the technician did not have my contact details. This situation is unacceptable to me. You can contact me at the email provided or by phone at [redacted].

I am seeking to escalate my concerns about the repair service I received. It took three months and two technicians to fix my dryer. During the repair, the first technician broke the inside light bulb and left glass on the floor, resulting in an injury to my foot. The second technician did not replace the bulb and did not properly install the dryer exhaust hose, as they left the clamp on the washer. Despite my attempts to have these issues resolved, I have been redirected to various individuals and departments. I am dissatisfied with the service and require immediate assistance to replace the light bulb and correctly install the exhaust hose. If my concerns are not addressed promptly, I will have no choice but to seek legal advice. Kindly contact me at [redacted]. My service contract number is [redacted]4. Regards, Ed D.

Date: October 3, [redacted] at 11:07 AM Subject: 7Colo Treadmill Sears # [redacted]15 I am facing an issue with receiving the product I purchased from Seven Colo and Sears. Below is a summary of my recent correspondence: Unfortunately, there hasn't been a resolution as of yet. Seven Colo has informed me that the product is out of stock with no certainty on restocking dates. Interestingly, the same product is still being advertised on their website with altered pricing. It appears that Sears manages customer issues for this company. The only proposed solution has been a refund from Seven Colo, seeming like they prefer to avoid the problem. I believe 7Colo should fulfill their obligation by delivering the treadmill promptly. Thanks, R.J.

I purchased a compressor on Sears.com using order number [redacted]87. When the product arrived during bad weather and low light, I discovered the full rear shroud (part # E100300) was cracked. After contacting customer service, I was assured a replacement shroud would be sent to me free of charge within 1 1/2 to 2 weeks. Unfortunately, the replacement never arrived. Despite two follow-up calls lasting a total of 3.5 hours, the issue remains unresolved, leading to frustration. If this matter is not addressed promptly, I plan to cease future purchases from Sears and warn others about my experience. As someone with 53 years of retail experience, I am deeply disappointed in the poor customer service provided. I hope the situation can be rectified soon.

I placed an order online on October 5th for a washer with order #[redacted]13. I did not receive a confirmation email. The delivery was initially set for October 7th between 6:00-8:00pm. When I contacted Sears, they informed me that the delivery driver was delayed and had additional stops before mine. Despite being assured that the delivery would arrive by 9:00pm, the driver later called to say that he would not make it due to more deliveries. Subsequent calls to Sears resulted in conflicting information, culminating in a rescheduled delivery for October 11th due to supposed engine trouble. The lack of coordination, unavailability of the driver's contact information, and inconsistent explanations from Sears representatives left me frustrated and dissatisfied with the service provided. As a loyal customer for over 30 years, having purchased various appliances and equipment from Sears, I expected better treatment and professionalism. The entire experience has been disappointing, and I hope for a resolution or clarification regarding the upcoming delivery on October 11th.

I didn't receive the $[redacted].92 credit on my Shop Your Way Rewards account for the cancelled item. The credit should have been issued for Order [redacted]18, item#Craftsman 48 pc. Impact Socket Set. It was supposed to be credited by 10/2/[redacted] to my account associated with the email [redacted] The credit should reflect on the account within 3 to 5 business days for the credit card and within 24 hours for Shop Your Way rewards. Any points used will be returned automatically, and any expired surprise point offers won't be reissued. You can check your Shop Your Way Account for available offers and promotions.

In [redacted], we bought a Kenmore Elite fridge from Sears with a 10-year warranty on the compressor by manufacturer LG. Although we were not billed for the compressor replacement, we were charged a $[redacted] service fee that is supposed to be covered under warranty. After contacting Customer Solutions on 9/26/19, I am still waiting for a resolution despite being promised a call back within 24-48 hours. I have tried to follow up by phone since then but keep getting told of technical issues. Disappointed with the service after being a Sears customer for over 30 years, I hope to have the service charge refunded as per the warranty terms.

I purchased a Craftsman riding lawn mower in October [redacted] and received it in November [redacted]. My husband used the mower for about 10 months. While he was cutting grass, the mower failed to respond, almost causing an accident. It wouldn't turn off or move in the right direction, eventually crashing into a warehouse wall. I reached out to Sears in early September. Despite four technicians coming out, the mower is still not working. I've called over [redacted] times with no resolution. The customer service reps have been extremely rude, just telling me to wait. We spent over $[redacted] on this mower for our one-acre yard, but due to Sears' poor service, we haven't been able to mow for over a month. It's frustrating that each technician orders the wrong parts, leading to delays and wasted time. On October 7th, a technician was supposed to visit but didn't show up or even call to explain. This experience has caused me to miss five days of work waiting for help.

About a year ago, I purchased a Kenmore gas stove. After a few months, I attempted to bake using the oven for the first time, and noticed a strong smell of gas. I contacted Sears, and their repairman did not find any gas leakage. However, upon using the oven again later, the gas smell was overwhelming. When the gas company inspected, they found a high level of leakage, indicating a hazardous condition due to improper combustion air and unsafe burner. The appliance was disconnected, and using it was advised against due to the danger. Since I bought the stove along with two other kitchen appliances from Sears, and even though the warranty has expired, I believe the manufacturer is responsible for this defect. I would appreciate advice on how to proceed in getting a replacement from Sears.

Our Kenmore refrigerator/freezer broke down completely last Sunday. We bought a 3-year extended warranty/service plan with Sears Protection Services in September [redacted] for an extra $[redacted]. When I called on Monday morning, I was informed the earliest they could send someone was in 5 days on Friday, despite explaining it was an emergency. I've been without the appliance, had to discard food, borrowed ice chests, purchased ice daily, and live in NW Washington State. It seems there aren't enough repair service providers in this area. I am extremely dissatisfied and frustrated with the lack of timely service. I will not purchase appliances or service agreements from Sears again. I've dealt with other manufacturers like Whirlpool, and they have provided much better and faster service.

I recently had an oil change and alignment done at a Sears Auto in Palmdale, CA. Unfortunately, the employee initially refused to accept a valid coupon from the Sears website, resulting in some challenges to have it honored. Following the service, I noticed a part of my undercarriage was not reattached properly, causing it to scrape the road and my wheel. I returned for a fix and had to wait for 3 hours just for them to tighten 2 screws, despite being assured a quick service over the phone. My loyalty to Sears Auto in Palmdale has diminished due to declining customer service and work quality in the past year. The experience at this particular location has been highly disappointing, with staff seeming uninformed and uninterested in providing satisfactory service. This has become the worst auto shop I have ever visited.

I am responding to an email from Sears dated 10/19/[redacted]. Despite my repeated requests for additional research, the issue remains unresolved after a month. This has caused serious frustration and inconvenience including missing my child's birthday due to a missed delivery, not receiving the items, purchasing replacements from Walmart, and enduring multiple calls to Sears customer service. Each call requires me to explain the situation anew as different representatives answer each time. This has been mentally draining and I feel mistreated by the service process. On the call from October 18th, [redacted], Sears assured me the refund would be processed, but further research was claimed to be necessary. The delay is extremely frustrating. I am adamant about promptly receiving my refund as I am uncomfortable with the driver's actions and do not want to overlook this discrepancy.

I have been attempting to acquire a replacement sanding belt for a faulty Craftsman part number [redacted] (3" x 21" Bi Directional Zirconia Alumina grit that is self-sharpening) for a Craftsman Belt sander model # [redacted]0. I have invested approximately 1.5 hours on the phone and online looking for a substitute for this defective belt that came apart during installation. I spoke with a Sears representative who advised me to provide the model # of the sander and call back to 1-[redacted] option 6 with case # [redacted] for a complimentary replacement to be delivered to my home at no cost. However, when I call the given number, it indicates that it is unreachable. My name is John W. and my contact number is [redacted]. Can someone please assist me in resolving this frustrating situation?

Hello, last summer I requested a repair for my freezer which was out of warranty. During the call, I was offered a new warranty for $[redacted] without being informed about any recurring monthly charges. Without my authorization, I was subsequently charged $49.49 each month from July to October for a "recurring warranty". Due to health issues, I was not able to address this until three weeks ago. Despite being promised paperwork to sign in the mail, I have not received it after two calls. Additionally, I am due a refund of $71 for cancelling the repair and was assured of the refund within 3 to 5 days, which did not happen even after a week. I am disappointed with Sears, and I seek the immediate return of my $71 refund and reimbursement for the four unauthorized monthly charges. The delays in resolving this matter are concerning, and I believe it should be expedited, perhaps through email communication to avoid further delays. Sears has records confirming my lack of consent for the monthly charges, and I expect a swift resolution with the prompt return of my funds.

I recently had an interview with Sears at Gateay Mall, Prescott, Arizona. The experience was disappointing as I had to wait for 30 minutes past my scheduled time before the manager, Christie, was available. During the 3-hour interview, Christie seemed distracted and unprepared, interrupting our conversation multiple times. Despite being told I was hired for a cashier position with potential to become a Sales Lead, the communication afterwards has been poor. After following up multiple times with no response, I finally spoke to Mike who seemed unaware of my hiring status. He mentioned I may just be considered for a part-time cashier role, which contradicted what I was initially told. I am still waiting for the promised paperwork and email, which is concerning given the disorganization and lack of follow-through. This experience has made me question accepting a job offer from Sears and their professionalism in handling potential employees.

I am experiencing a recurring issue with my refrigerator where the right-sided door is chiming, despite initially being told it was fixed. The repairman identified the drawer as the problem, but the issue has returned and worsened. He has ordered a part to address the drawer, but Sears informed me it may take a couple of weeks and could potentially be the wrong part. The constant chiming has become unbearable, especially at night. I am contemplating calling them for another appliance repair to expedite the process, but they mentioned canceling the current part order if they return for a separate issue. Any suggestions on how to handle this situation while waiting for the repair?

I had a frustrating experience with Sears customer service regarding a mattress order placed on 10/13/19. After a delivery reschedule on 10/25/19 and 10/26/19, the mattress still wasn't delivered as promised. Multiple calls led me to their customer service in India, resulting in further frustration. Upon visiting the Willow Grove Pa. store, the salesperson provided a $50 discount, which I declined, insisting on cancellation if delivery didn't occur by 10/26. This led to a heated exchange, highlighting Sears' poor customer service and lack of communication. The situation escalated, with me expressing my displeasure at their handling of the issue. Sears needs to improve their employee training to better address customer concerns and uphold promises for customer satisfaction.

Dear Sears CEO, I recently encountered an issue with my Frigidaire refrigerator's ice maker and opted to order a new one while also scheduling a service technician to inspect the existing one. The technician arrived a week later, diagnosing a frozen fill line preventing water flow. Instead of suggesting a self-fix, he quickly resolved the issue within 10 minutes, charging an unexpected $[redacted].00. As a loyal Sears customer since [redacted], the exorbitant fee took me aback. Despite expressing my intention to settle the bill later, I reluctantly paid by check. Subsequently, I received a survey from Sears inquiring about the technician's service options, which he neglected to present. Notably, I discovered on the Sears website simple DIY solutions for ice maker problems, highlighting the oversight during the technician's visit. While I acknowledge the $99.00 service fee, the additional $[redacted].00 seemed unjust given the simplicity of the resolution. I humbly request a $[redacted].00 refund, reflecting the excessive charge for a quick fix. Your attention to this matter is greatly appreciated. Sincerely, Walton C. Date: 10/30/[redacted] Invoice: [redacted]2 Technician: Wyman M. Service Call: $[redacted].00 Contact: [redacted] Address: [redacted] Hamilton Ct, Cumming, GA, [redacted]