Sears Customer Service Issues

I have been eagerly anticipating the delivery of a part for my washing machine since last Friday. According to UPS, the package has been out for delivery since then. Due to this delay, I had to reschedule my appointment from Monday afternoon to Tuesday. However, the customer service experience has been extremely disappointing. I am adamant about receiving my part in its entirety today. I have already taken time off work and cannot rearrange my schedule again to accommodate another delivery attempt. The inconvenience of not having a washing machine for two weeks is unacceptable, and I am counting on a prompt resolution to this matter today.

Dear Customer Service, I am writing to address my ongoing struggle to redeem $[redacted].65 from "Shop Your Way" over the past two years. What started as a purchase of a freezer from Sears resulted in a compensation offer of $[redacted].65 due to a door issue at delivery. However, using this credit has been a constant challenge. Year after year, I faced difficulties using it, encountering various excuses and errors in my account details. Today, after four hours on the phone, I was informed of an expiry date on the credit, which was never communicated to me before. Both Sears and "Shop Your Way" pointed fingers instead of assisting me, leaving me deeply disappointed with the customer service provided. This ordeal has been frustrating and time-consuming, leading me to write this letter in hopes that someone will address these issues promptly. Thank you for your attention. Regards, Shane A.

Order number [redacted]21: Defective Washing Machine Timer Selector. The timer selector is not advancing through the wash cycle, preventing me from doing laundry. After answering all questions regarding this issue, the defective item still does not work. I have been requesting a RMA and refund for over a week now. I am seeking a resolution for this refund and RMA request. Can anyone assist me with this, please?

I am experiencing issues with order [redacted]00. My washing machine fills under the clothes line and leaves soap spots on the clothes. Despite using deep fill settings, the clothes come out with stubborn wrinkles that the dryer can't remove. I'm unsure if the washer is defective or simply poorly designed. Any assistance with resolving these problems with the washer would be greatly appreciated.

I am Audary M. I bought over $7,[redacted] worth of appliances from Sears in [redacted], including a state-of-the-art dishwasher. Since its delivery, I have been unable to use the dishwasher due to poorly designed racks. Whenever I try to stock dishes, they collide. Despite several attempts to solve the issue, I've been informed that I must use my whole house warranty first. Three service technicians have come out and ordered new racks, but none have fit my dishwasher model. I'm at a loss for what to do next. Can anyone offer assistance?

I bought a fridge but returned it for another one. My credit card was double-charged. When I tried to cancel the order, the customer service couldn't find it initially. Later, they claimed to have refunded the money but I haven't received an email confirmation or a refund. This is a brief summary of a long ordeal involving numerous calls to call centers in India, the Philippines, and elsewhere. I am frustrated with the lack of concern shown by Sears.

Hello, I recently noticed an issue with my account where it should have $50 in points, but only $38.21 is showing up. I haven't used my previous points as they are valid until [redacted], and I was planning to use them once I receive my next $25 in points. However, yesterday I realized that some of my earlier points are missing. I would appreciate it if you could look into this matter and resolve it for me. I also believe I am entitled to $[redacted] back in points for my recent purchase on Sears.com. Thank you in advance, Himabindu

I recently experienced a concerning issue at the Auto Center in Wilmington, Delaware ([redacted] Concord Pike, Wilmington, DE [redacted]). I purchased 2 tires from Sears and specifically requested a full warranty including road hazard coverage from the manager. Despite my repeated inquiries and his assurances, he is now denying that the warranty was included. I feel deceived and cheated as he is now insisting I pay for the damaged tire without the coverage I asked for. I'm disappointed with the way the manager handled this situation and am seeking assistance to rectify this issue. Thank you for your help.

I purchased a stationary bike from the Sears store in Aurora, CO in September '19. Unfortunately, I was not informed that a subscription was necessary for the bike to function, and I was not given the option to pay the subscription fee. I recently discovered that the bike requires a subscription to operate, however, I do not wish to have one. I am looking to return the bike, but the Aurora Sears store has closed, leaving me unable to resolve the issue. Please assist me with this matter. You can reach me at [redacted]. Thank you for your help. - S.W.

I purchased a Kenmore Elite Refrigerator from Sears eight years ago. It worked well for the first six years until multiple components started failing. Two home warranty companies were unable to fix it after twenty-two service calls over sixteen months. An independent repairman from Sears labeled it as unrepairable. LG, the manufacturer, directed me back to Sears who required their technician to examine it, resulting in a $[redacted] service call on December 4, [redacted]. After a lengthy call on December 13, Sears agreed to replace the refrigerator with a new 30 cu. ft. LG model to be delivered on December 30. A follow-up call on December 16 with Matthew revealed no record of the prior conversation. Despite promises, no callback was received. Susan, the latest representative, refused the replacement due to the warranty expiration, declining further escalation. As a [redacted]% disabled veteran, I can't afford a new refrigerator and seek resolution from Sears. George S.

I placed an order on 12/11/[redacted] and was informed the delivery would be before Christmas on 12/23/[redacted]. However, a few days later, I received an email stating the new estimated delivery date is 12/27/[redacted]. This item is a Christmas gift, and this situation is causing a significant issue. If expedited shipping is not possible to meet the original deadline promised at the time of purchase, I request a store credit to compensate for the inconvenience and disappointment.

I am highly disappointed in the misleading marketing tactics I experienced at your store. Numerous signs in the store promoted a $10.00 discount for a $50.00 purchase, which I complied with by spending over $[redacted].00. However, when I returned the next day to make a purchase and redeem my reward points, they were not on my account as promised. The customer service representative I contacted the following day claimed they had no record of the promotion and refused to credit my account without photographic evidence of the signs. This lack of accountability and insistence on making me jump through hoops is unacceptable. Consequently, I have sought legal advice and will be taking legal action against Sears for false advertising and deceptive marketing practices. The time, effort, and expenses incurred due to this situation are unjustifiable, and I intend to seek appropriate compensation for the inconvenience caused.

I am having trouble reaching the store where I purchased a washer and dryer. The delivery was scheduled for two days ago. I was also expecting a call from the assistant manager on Tuesday to confirm the dryer plug delivery on Wednesday. I find this lack of communication unprofessional given the amount I spent on this purchase. I have been attempting to contact Sears all week without success and even emailed the store manager with no reply. Please update me on the status of my order, valued at over $1,[redacted]. Thank you.

I recently received an email notification claiming my package was delivered at 9:24 this morning by USPS. However, USPS typically arrives at my address around 11, and my husband did not see any deliveries at the time stated. The email was sent on behalf of the "marketplace," not directly from Sears, which is concerning. I urgently need to resolve this issue to either ensure the delivery of the gift for my 5-year-old or receive a refund, as I cannot afford to lose $40. Unfortunately, I do not have any contact information for the sender. Thank you for your assistance in advance.

I bought a refrigerator for my daughter's Christmas gift in November. The order number is #[redacted]46, and the delivery date was supposed to be December 16, but it didn’t happen. We were given new delivery dates of December 19 and then December 21, but those didn't happen either. I've spoken with numerous people on Sears chat, including supervisors, who assured me they would resolve the issue, but each time I was either disconnected or given false promises. I've been told conflicting information, such as having to cancel and reorder the item. Despite reaching out on social media, no concrete solution has been provided. It's disappointing that Sears, a company I've trusted for years, has mishandled this situation. Unfortunately, Christmas Eve is approaching, and I am left without a gift for my daughter due to Sears' lack of communication and ineffective service. Thank you for ruining Christmas for us. - Janie P.

On November 6, [redacted], I placed an online order with Sears for a Kenmore [redacted].9 side-by-side refrigerator (order number #[redacted]15) with delivery, haul away, and water line attachments. The delivery was scheduled for December 24 from the Sears in Bishop, CA. Given that they only deliver to Mammoth Lakes on Tuesdays and Thursdays, I made special arrangements to be present on Christmas Eve at my vacation home. However, the day before the scheduled delivery, I called Sears at 8 am as I had not received any communication. The clerk, Emmett, was unaware of the delivery and said he would check and call me back but didn't. After a series of unproductive phone calls with promises to call back unfulfilled, the delivery did not happen as planned due to a broken delivery truck, leaving me with no refrigerator for my guests. The lack of communication and broken promises from Sears in Bishop have been highly disappointing. I expect Sears to ensure my delivery is made promptly on December 26 and address the issue of charging a delivery fee for this subpar service.

I purchased a Kenmore refrigerator in Sept. [redacted] with a 5-year extended warranty. The temperature has always been set at #4. Recently, the food on the top shelf froze solid, and adjusting the temperature caused the refrigerator to stop chilling. Today, after setting it back to 4, it seems to be working again. However, I am concerned about potential issues and the broken part that I currently have secured with a can of tomatoes. I would like assistance with replacing the broken part, which I can provide details about later.

Our Sears Kenmore Elite refrigerator, which was delivered on September 16, [redacted], stopped working on December 25, [redacted] - 6 years and 3 months after delivery. Despite having purchased an extended warranty, it is now expired. The repair service we had today, on December 26, [redacted], informed us that the issue is likely with the compressor or the blocked lines, a common problem with Sears products. The lines can get blocked due to improper refrigerant use in units made by LG or Samsung, hindering fluid circulation. The repair technician recommended getting a new unit, advising against buying from Sears, Samsung, or LG as they may only last around 6.25 years. My previous Whirlpool unit lasted 20 years, so it is disappointing that a Sears product failed after only 6 years, especially after being marketed as dependable. The refrigerator costing $[redacted] per year to use raises doubts about its reliability as claimed in the Sears specifications.

We recently received a second microwave delivery, and unfortunately, it arrived damaged, much like the one we received back in May [redacted]. After being away for six months, we returned to find another microwave had been delivered on 12/6/[redacted]. On 12/28/[redacted], an installer opened the new one only to discover it was also damaged. The original microwave/convection was damaged by a Sears repairman last March when he was reinstalling it. I had a service agreement that expired on 5/30/[redacted], and after numerous calls to different departments, I finally got approval for a replacement. I am hoping to speak to someone directly to resolve this matter without being redirected to different departments. Could you please advise me on who to contact for assistance? - John T. [redacted]

I am in need of three-inch blades for my Sears/Craftsman scroll saw, model number [redacted]1. I recently chatted with a Sears representative online who directed me to a website to order the blades but encountered issues. After entering my zip code, the site stated the parts weren't available in my area, even when I tried entering my mailing address. The chat support disappeared along with the website, leaving me stranded mid-order. I was under the impression the representative would remain connected until I completed the purchase. Please assist me with this matter. If possible, contact me on my cell at [redacted]. Thank you for your help, and I hope we can resolve this issue soon.