Sears Customer Service Issues

I had an unfortunate experience with Sears where I was incorrectly informed that the pick-up of my old refrigerator was free, but later charged for it. Despite being assured of a $75 refund to my card within 7 to 10 business days, I have yet to receive it after 21 days. Despite being promised a call back from a manager within 24 to 48 hours, I have not heard back in a week. During my numerous calls today, I faced constant disconnections and long wait times. I am disappointed by Sears' lack of follow-through and customer service. I am seeking a prompt resolution, either with the $75 refund or a full refund of $[redacted] without further delay. This experience has left me regretting my purchase and frustrated with Sears' handling of the situation.

I am experiencing significant issues with my Sears/Shop Your Way account related to order #[redacted]47. Two items were missing from my order, Part# [redacted]0 and Part# [redacted]0, despite being listed on the paperwork. Upon reaching out to customer service, the representative mistakenly processed a refund for the wrong item, creating further confusion. Despite multiple attempts to rectify the situation, incorrect items were reordered, leading to concerns about being overcharged and the shipping fees involved. I am worried about the ongoing complications and delays in receiving refunds and the correct items. A resolution to this matter is needed to avoid further frustration and unnecessary time spent trying to resolve these issues. I seek reassurance that my Shop Your Way account will be accurately charged, and all discrepancies will be promptly addressed.

I've had quite an ordeal trying to sort out my order for the Craftsman air compressor. After speaking to numerous individuals, the issue persists. Instead of the 26-gallon compressor I ordered for $[redacted], I was sent a smaller model today, weighing 86 lbs as per the UPS packing list. Sears customer service has been unhelpful, alleging I'm dishonest. Despite my attempts to explain the situation, communication has been challenging due to a language barrier with their SE Asia customer service representatives. I'm still waiting for a promised discount code for my inconvenience, but the email with the PIN number has apparently been sent multiple times, yet I have not received it. I hope to connect with a customer service representative in the USA to resolve this matter promptly.

I wanted to buy a replacement charger for my cordless CRAFTSMAN drill, but my local store informed me that they couldn't order it for me and directed me to Sears Parts Direct. I was frustrated as to why they couldn't assist me in-store and called the contact number to clarify. The representative I spoke with had trouble explaining the process, which was frustrating. After this experience, I have decided to purchase a new non-Sears drill from Walmart. It's disappointing that I couldn't get the replacement part through the local store, and I am disappointed with the customer service.

I am writing to express my frustration with Sears Home Warranty. I requested a technician to fix my refrigerator last year, which took months to resolve. After experiencing the same issue six months ago, I faced further challenges with multiple technicians arriving unannounced on different days. They ordered different parts, causing delays and inconvenience. Despite numerous complaints, the problem persists, resulting in lost food and additional expenses. A recent scheduled appointment on 10/25/[redacted] was missed without any communication or rescheduling. I have evidence from my ring camera of the inconsistent visits. The next appointment is set for 11/11/[redacted]. I am deeply dissatisfied with the service and seek corporate intervention to address these ongoing issues. Thank you, Carolann and Roberto Santana.

I took a day off work for a fridge repair appointment, but no technician showed up, causing distress. When I called before noon, associate [redacted] was unhelpful and unwilling to address the issue. It took another call later to discover my address was wrong in the system, causing the missed visit. This mistake led to food loss as we couldn't refrigerate items for my 1-year-old and 4-year-old. Waiting a week for the initial appointment was frustrating, and now an additional five days are required before repair. The poor service ruined my weekend and impacted my family unfairly.

I bought a 300lb Weider weight set online using layaway. Noticed it dropped to $[redacted].99 from $[redacted].99. Called to get the sale price applied but it wasn't. Instructed to cancel and reorder, but had issues. Was told to stop payment and cancel that way. Called before final payment, assured I'd get a refund. Had to pick it up in Washington, PA. Still no refund. After many calls, back to canceling and reordering. Just want the $50 refund. Dealing with this has been frustrating, especially with the store going out of business. I wanted to continue my business with you, but the process has made it so challenging. Considering posting on Facebook to warn others. All of this hassle over $50.

I have been waiting for 6 weeks now to have my refrigerator repaired. The 1st appointment got canceled by Sears, not by me. The 2nd appointment was scheduled for today, November 13th, from 1 to 5 o'clock. They confirmed yesterday someone over 18 would be home. Today, I received a text saying my appointment was overbooked and had to be rescheduled for November 25th, the day before Thanksgiving when I am hosting 18 people. I am exhausted from dealing with this issue. I took the day off work to be here and lost $[redacted] in pay. I need this resolved before escalating. Please respond promptly to my email. Signed, Very Frustrated.

I am considering the Sears Kenmore [redacted] Elite 30" Bisque Range Hood. I need the dimensions for the overall depth, height, and the width of the top that connects to the cabinet. I've noticed similarities with the Broan Glacier BCSD130BC, but its width may not fit my 12" cabinet perfectly. I wonder if the Sears model will also stick out. Unfortunately, the online specs and installation PDF do not provide these specific dimensions. The range hood needs to be mounted 18" to 24" above the stove. Thank you for any assistance. - Virginia (Ginger) F.

My Frigidaire washer, only 2 years old, suddenly stopped working. I've been attempting to contact customer service by phone for two days now, but I was hung up on twice. The washer will begin a cycle but won't drain or spin. I had to manually empty it when it failed to do so. I'm available to discuss the issue today before 12:30 PM CST, then again after 5 PM CST, and all day tomorrow. It was fine until recently when it failed to drain after one wash cycle. I am desperate for assistance as it is getting worse. Geraldine S. Henkel from Independence, LA, urgently seeking help for a repair.

I purchased replacement garage door springs from Sears.com through "action packaged.com." When they arrived, I realized they were not the correct length, so I repackaged them and returned them via UPS as per the instructions. The return label stated I would receive a refund within 3-5 days of them receiving the item. However, as of my October 28th VISA statement, the $[redacted].09 refund has not been processed. I returned the item on October 3rd but couldn't do it earlier due to scheduling. I reached out to Monica at [redacted] on November 8th, but have not received a response yet. I am willing to provide a copy of my purchase VISA statement if needed. Thank you for your help with this issue.

I bought a Kenmore range during a closeout sale at your store in October [redacted]. Despite having good experiences with Kenmore appliances in the past, this new stove has been a nightmare. The oven is defective, not maintaining a consistent temperature for baking and the convection setting is also malfunctioning. This has affected my baking, leading to wasted ingredients and a damaged reputation. After several unsuccessful repair attempts, Sears agreed to replace the control panel. However, the wrong part was sent initially, causing delays. Dealing with multiple Sears representatives and being passed around has been frustrating. Despite confirming with one representative that no parts needed to be returned, I am now being told I must return a part before receiving the replacement range. The lack of communication and errors in handling my case have left me exasperated. I am at my wits' end and require swift action from Sears to resolve this ongoing issue with my range.

My elderly parents, both in their 90s, scheduled an in-home repair appointment for their Craftsman riding mower due to a specific problem. On the day of the appointment, the technician arrived, but was unable to locate the problem, spent minimal time, and left. They promised a return visit within 90 days if the issue persisted. When I requested a second visit, the following technician was unfamiliar with riding mowers and mistakenly worked on the electrical system instead of addressing the actual slipping issue on inclines. This resulted in spilled fluid and no resolution. Despite multiple calls to Sears, no satisfactory response or refund of the substantial $[redacted]+ service fee has been provided. I continue to express my dissatisfaction, but have not received any useful feedback or assistance in resolving this disappointing experience.

The customer service representative neglected to inform me about an additional charge for picking up my old refrigerator despite assurances of it being free at the store. I was assured a $75 credit would be issued to my card within 7 to 10 business days. After 40 days, I have not received the credit. My matter was escalated to a manager a week ago promising a call back in 24 to 48 hours, but I have not received one. Today, I made 10 calls, each time getting transferred to a manager but experiencing disconnections after a 30-minute wait. This treatment is unacceptable, and I seek a full refund. I fear returning the refrigerator would leave me without money or the appliance due to Sears' poor customer service. I am disappointed in Sears' handling of this matter and the lack of follow-through on their promises made on October 11th. I request the $75 refund as agreed.

On October 27th, I placed an online order for a child's savings bank with Sears. I have the email confirmation for order #[redacted]84, showing a charge of $32.39 paid through PayPal to my credit card. The item was meant for my 10-year-old grandson. In mid-November, I contacted customer service as the package had not arrived. I was informed it would be delivered the following day. However, what arrived was a small envelope containing a $2.00 clip, unsuitable for my grandson. Despite talking to another customer service representative who offered a refund, I preferred to receive the bank I ordered. Eventually, I agreed to the refund. Subsequently, I instructed my daughter-in-law to purchase the bank from Amazon, which has since been delivered. I have yet to receive the refund for the incorrect item that was sent. It seems a mistake was made by your third-party provider. After contacting customer service again, I was informed that further research was needed, delaying the process. I am in the process of drafting a letter to the CEO of Sears with all the necessary supporting documents. I have been advised that providing pictures of the delivered item is not possible, which I believe hinders the investigation process. Please contact me via email at [redacted] to provide a suitable location where I can forward the required documentation and pictures.

I placed an order on October 9th. I requested a return label on November 4th and shipped the item back on November 5th. Unfortunately, there doesn't seem to be any record of the return being processed. When I spoke with a customer service representative, there was confusion regarding the label, which was actually inside the original box with tape on it. Despite my efforts online, I haven't been able to resolve this issue after spending over 20 minutes on hold. I am seeking a refund of $[redacted].04 and feeling quite frustrated. While I can't definitively say I won't shop at Sears again, it will take a lot for me to consider making another purchase in the future.

I've encountered one issue after another with the service provided. Unfortunately, the appliances were never properly repaired, and one even had to be replaced after several service calls. The most disappointing aspect is the annual HVAC checkups. Last year, I finally had one done, and the technician was in and out in just a few minutes. However, I am really hoping to have my issues resolved. Please, I would appreciate some assistance with this matter. Thank you.

I purchased a treadmill on October 17 from the Rolling Oaks Mall store in San Antonio, Texas. Despite multiple rescheduled delivery dates, the treadmill arrived damaged. Today's delivery team was unable to remove my old treadmill, as I had paid for, due to restrictions in dismantling it. Frustrated, I requested to cancel the order. It has been nearly three months since my initial order, and I no longer want the treadmill. I have been attempting to cancel all day with no success. My patience is wearing thin.

I have an order for pickup located 80 miles away, but it won't be ready until the 18th. The order includes various tools from a product line I leased to own, and it was initially scheduled to be in-store by 12*11*19. I am currently making lease payments but have not received the products. I noticed the items were available in other stores closer to me yesterday. Can I change the pickup location to a different store for immediate collection? The order number is [redacted]49. Alternatively, can I request free shipping for the items instead, as I believe they were eligible for this option.

While shopping at Sears at the Florida Mall on Friday, December 6th, [redacted], between 4 and 5 pm, I encountered a frustrating experience. After browsing for about an hour, I proceeded to make a purchase at the men's department register. The cashier continuously pushed me to apply for a Sears MasterCard, despite my polite refusals. When I declined, she displayed obvious irritation and made remarks about my debit card transaction, implying there were issues when there were sufficient funds available. Her behavior escalated, creating a public scene about my payment not going through. Feeling embarrassed and disrespected, I decided to leave the store without completing my purchase. Although I didn't catch her name, the cashier, who wears glasses and a hijab, left me feeling deeply disappointed by the treatment I received.