Sears Customer Service Issues

I purchased a heated mattress pad and was charged for shipping. During an online chat, I was informed that a refund was being processed on 12/25/19, but I have yet to receive it. Upon inspection, I found the wires to be too thick and uncomfortable to sleep on. Although I did not unfold the pad, it is evident that it would not be suitable for sleeping. I would like to return the item for a full refund. Thank you for addressing this promptly. I am a loyal customer, Linda A. Unfortunately, my local store is closing, so I am unable to return it there.

I placed a layaway order online for Christmas toys, but unfortunately, three of the items are duplicates or gifts my grandchildren already have. I usually rely on being able to return Christmas layaway items until January 31st, but when I paid off the layaway on October 31st, I was informed by customer service that only purchases made between November 1st and December 24th are eligible for returns by January 31st. This is different from the policy I've always known. I have a long history of shopping at Kmart and Sears, especially during the holiday season, and returning items has never been an issue. Now, I have $57 worth of toys that I can't use and they are refusing the return since I missed the deadline by just one day. I'm disappointed with this change in policy and hope to address this matter with the corporate office. Thank you.

I purchased a Sears washer and dryer for $[redacted], a stackable unit, also known as a laundry center. I have had it for about 15 months. Sears repairmen have attempted to fix it nine times without success. The motor, or whatever it is, is on national backorder, and I have been dealing with this for 9 months. Last weekend, after spending six hours on the phone on Friday, I felt frustrated as I received no help. The technician visiting my home seems to have some sort of issue, which worries me. I also bought an extended service contract, but Sears has only caused me grief and headaches. The call center representatives are unhelpful and simply transfer me to someone else after long explanations. This has been going on for nine months, and if the issue is not resolved, I will seek legal advice. Sears is obligated by the contract to fulfill their part of the warranty, but I am disappointed by the lack of assistance.

The repairman left a message canceling the first appointment after it had passed. Subsequently, a second appointment was scheduled for the same day at 3:30 pm. Later on, I received notification that the 3:30 pm appointment was canceled, allegedly by me, although I did not cancel it. During the initial call, I had to insist on a technician coming home to fix my washer, as Sears repair services initially wanted to guide me through the repair via technology, which was not feasible since I only have a desktop computer. As a senior citizen, I prefer in-person assistance. I made it clear to the representative that I expect a technician to visit my home as part of the paid service. Despite agreeing to a Monday appointment, no one showed up. When I contacted customer service to express my frustration, I was transferred to multiple representatives without a resolution. I mentioned to the last ones that I believe I should be compensated for the inconvenience, considering the expectation of timely payment from customers like me.

I have a Sears maintenance agreement for our Sears appliances. In October [redacted], a Sears technician serviced our appliances and found a warped door on our stove/oven. Sears agreed to credit $4,[redacted] for a new stove purchase. We ordered the Hallman #HDFR40x40cm/awlp, but it was not available until April. We were supposed to receive a confirmation call between December 10th and 17th for the $[redacted].03 balance payment, but that did not happen. Despite multiple calls, I have not received the confirmation or assistance from customer service. I need to confirm the order for the Hallman 40" stove/oven #HDFR, obtain a confirmation number, and schedule a delivery date. Thank you. - Gail

Order: #[redacted]71 I made a purchase on Sears for Christmas gifts and faced issues with two items that were not delivered. Following unsuccessful attempts to resolve the problem over the phone with Sears and eBay, I was told conflicting information about the order. It was frustrating to hear that the items might not even exist and that Sears should not have advertised the out-of-stock product. Even after contacting Sears again and receiving an email assuring an investigation, no progress was made. Subsequent attempts through online chat were also unhelpful. I am requesting either a full refund or delivery of the items within a week. If this matter is not resolved, I will escalate it with the BBB and the Federal Trade Commission. Sincerely, Luis R.

My partner scheduled a water softener service for December 31, [redacted]. The technician was supposed to arrive between 1 pm and 5 pm on January 3, [redacted]. Around 1:59 pm, he called to say he would be there in 20 minutes. By 2:10 pm, we saw him pass our house without stopping, talking on his phone and not checking house numbers. When I tried to flag him down, he continued driving. After trying to reach him, I contacted customer service at 2:20 pm. We later called again at 5 pm, only to hear the technician claimed no one was home. Frustratingly, the next available appointment was set for January 24, [redacted]. Despite our intention to purchase several appliances from Sears, including a new water softener, fridge, stove, dishwasher, and microwave, due to this incident, we have decided against it, resulting in a loss of over $5,[redacted] in business. JoAnn B. has been deeply inconvenienced and deserves an apology for the poor service provided.

Complaint Case #[redacted] Unit #: [redacted] Service Order Number: [redacted]9 I acquired a Sears Master Protection Plan for my Frigidaire refrigerator back in November [redacted]. Unfortunately, in December [redacted], my fridge ceased to function. I tried to get it fixed with multiple interactions with Sears, but I have faced several issues with the service appointments, parts deliveries, and communication lapses. The most recent incident on 01-20-[redacted] left me without a resolution as the technician did not show up due to a missing part. I expressed my frustration with the situation and the inconvenience it has caused me with my job travels and daily expenses for replacing the spoiled food. Despite numerous calls and attempts to resolve this matter, I am still awaiting a resolution. This whole experience has made me question the value of the warranty and the level of customer service provided by Sears in handling the repair process. I urge for a quick resolution to my situation and hope for better communication and service moving forward.

Yesterday, I received a Kenmore dishwasher delivery. The installers left the appliance in the garage without any warning that additional parts were needed. The plumber who came later was surprised by the lack of hoses, which I didn't know were supposed to be bought separately. During the morning call from Sears, I found out they wouldn't disconnect the old dishwasher unless I did it myself, even though I paid $30 for removal. The installer from Sears left the dishwasher crooked, and my carpenter had to fix it, costing me $[redacted] more. Overall, I paid $[redacted] for the installer and $30 for removal. I am really disappointed and would like a $[redacted] refund. If this isn't resolved today, I will escalate the issue to higher management at Sears and would appreciate an email or mailing address for the Executive Director of Sears Customer Service.

I visited Sears in South Portland, ME, just before Christmas to purchase a specific vacuum on sale. Unfortunately, they were out of stock but told me they would receive a delivery the following Thursday. After numerous unsuccessful attempts to contact them by phone, I went back in person the next weekend, only to find they still didn't have the vacuum. I suggested buying the floor model at a discount due to the misinformation, but the salesperson tried to upsell me instead. I ended up buying the vacuum online, but it had issues with the cord retracting. Despite several calls to Sears, no one provided information on available models or held one for me as requested. When I returned to the store, they still had the same models in stock. The manager claimed they sell out quickly and refused to accommodate my request for the model I originally wanted. Feeling frustrated by the lack of assistance and the unchanged inventory, I reluctantly purchased a more expensive vacuum. The whole experience left me dissatisfied with Sears, and I doubt I'll shop there again.

I would like to discuss a repair bill issue over the phone. I was sent to collections due to a mistake on Sears' part. I paid for the part upfront, but the repairman only needed to replace the inverter, not the compressor as initially thought. He acknowledged this by issuing a refund of $[redacted] from Sears. Despite this, six months later, I received calls from a collection agency. The matter remains unresolved, and I cannot speak to the same representative twice. I was disconnected twice after being on hold for forty minutes each time. I am frustrated with Sears and would like this issue resolved promptly.

I purchased a Kenmore top load washing machine on 9/3/18, and since delivery, we have encountered numerous problems. Despite multiple repair attempts and visits from 5-7 technicians, the issues remain unresolved. The store where we purchased it, Sears in Bowie Maryland, has closed down, leaving us without a solution. We only seek a working machine, not a refund. We have all the necessary paperwork, including the receipt, for the $[redacted].40 machine with model number [redacted]0 and serial number C[redacted]8. The warranty has expired, leaving us feeling helpless. We haven't received any follow-up from Sears to address the ongoing problem. We are disappointed as Sears used to have a good reputation for standing behind their products, but this experience has been frustrating. We hope to find a resolution soon.

I bought a Kenmore dryer from Sears approximately 4 years ago but maybe less. The display is showing error code D95, and I'm unable to find my manual to understand what it means. The dryer is not drying clothes properly, even with just one item in it, it spins for about 10 minutes and then shows as finished, although the clothes are still wet. I've cleaned the lint trap and even vacuumed, but the problem persists. Since the dryer isn't very old, I'm hoping to fix it rather than purchase a new one. Can someone help me troubleshoot and get it working again? I have a family to take care of, and I can't keep going to the laundromat. Thank you for your prompt assistance. The serial number is 602KWNM1W751, and the model number is [redacted]0 if that helps.

I purchased a Hudson Bay one-person spa with 19 jets and a 110V GFCI cord on December 26, [redacted], for $2,[redacted]. It was delivered on January 21, [redacted]. Upon inspection, we found damage both inside and out. I contacted customer service on January 22, [redacted], to request a refund. They promised a response within 24-48 hours, but as of February 2, [redacted], I have not heard back from Sears. We like the spa, so we ordered another one. We hope to resolve this before the new spa arrives on February 18, [redacted]. Thank you for your assistance. -S.D.

I purchased a washer online from the Tinley Park outlet store in Illinois with an expected delivery date of January 27th. However, I received a text two hours later informing me that the washer was out of stock. On January 28th, $[redacted].35 was deducted from my bank account for the order number [redacted]. Despite multiple calls to customer service, I have not received my refund yet. I have been given the run-around and told to wait, but it has been 8 days and I am still waiting for my refund.

Hello, I am looking for guidance regarding an engagement ring purchased from Sears. My daughter received the ring in April, and after a month, a prong broke. Despite some back and forth, a refund was offered in August, Case ID#[redacted]5. However, the ring was replaced by the seller, INARA Diamonds, part of SK Jewelers. Unfortunately, another issue has arisen as a stone fell out. The seller is now only willing to repair it, not offer a refund. This is the second time the ring has sparked issues in 7-8 months, and it's worrisome with the wedding coming up in June. I was assured by a chat representative from Sears last week that they stand by their products, but it seems challenging to get a resolution. It's been a frustrating experience, and a refund seems like a reasonable request at this point. We don't want to risk more repairs, especially with the wedding soon. Any assistance in resolving this matter promptly would be greatly appreciated. Thank you.

I purchased an item using the "why not lease it" option. I attempted to cancel the order before it was delivered, but Sears advised that I could only decline the package upon arrival. I refused the delivery, and the item was sent back. However, I have been continuously charged on a weekly basis for the past month. After reaching out to "why not lease it," they are willing to issue a refund, but they require a cancellation number from Sears to proceed with the process.

To whom it may concern, In [redacted], I purchased a Kenmore refrigerator, model # [redacted]3.[redacted], at Sears in Ponce, PR, and also bought an extended guarantee insurance plan. Over the years, I have utilized this insurance for repairs without issue. However, with the recent news of Sears' bankruptcy, I contacted them to inquire about the status of my insurance policy. To my surprise, I was informed that the insurance had expired in [redacted], but this was the first time I had been made aware of it. I called today to request a service repair, and was told I would need to pay upfront for labor and parts to reactivate the insurance before a repairman could assess the refrigerator. I was never previously informed of the insurance cancellation or the requirement to pay for reactivation. I feel it is unfair that I now have to cover the full cost of repair before being able to reinstate my insurance. I am requesting to pay the insurance premium first and then proceed with the repair as Sears' oversight should not be my responsibility. You can reach me at [redacted], and my address is [redacted] Marquesa St. Urb. Valle Real Ponce, PR [redacted]. Thank you for your attention to this matter. Sincerely, L.M.L.

On February 8th, [redacted], I bought the Kenmore [redacted] using my customer number CU[redacted]. It was delivered on February 11th, [redacted], without any problems. However, when I used the washing machine, it didn't stop filling with water and caused a mess in my home. I have requested a replacement, but I am concerned about the towels that were in the machine getting mildewed. I have tried contacting customer service several times without success. As a business owner of B&C Superior Contracting LLC, I value standing behind the products I offer. This experience with Sears has been disappointing, and I hope for a satisfactory resolution to retain me as a customer. If I don't receive a response within three days, I will consider reaching out to CFPB or FTC.

I have a home warranty policy with Sears. My refrigerator was serviced on January 17, [redacted], as it was turning off constantly and couldn't be repaired. Two new circuit boards were needed, and one has been received, while the other is on backorder without an estimated time of arrival. This was confirmed by the parts department two days ago. I was advised to contact the warranty department for a solution. The account is under D. Spagnuolo at phone number [redacted] on El Cerro Drive, New Port Richey, FL [redacted]. The file will show numerous calls and online chats with the service department. The last chat confirmed that we would receive a phone call from warranty management within 24 hours on February 10, [redacted]. However, I have yet to receive this call.