Sears Customer Service Issues

I bought a gold chain at the Kahalui Maui store in September for $[redacted].01 Canadian dollars. The chain links have worn out twice and the jeweller says it’s hollow. Even though it was marketed as a $[redacted] chain at 80% off, the quality is poor, and it's disappointing that a reputable store would sell this. I called the store, but they said they couldn't help because the return policy is 30 days. I live far away and the chain broke after that period. I asked to speak with the store Manager, but they were unavailable, and I left my contact details over a week ago with no reply. I have my Visa receipt and would like to return the chain for a refund.

I am a disabled combat veteran named Mike White. In [redacted], I had a room built onto my house by Heroes at Home and Christmas in April. After the build, Sears and other managers offered me services as long as I remained in my home. Sears provided a $[redacted] per year rebate for my heating and cooling package, which has been active since [redacted]. Despite having a 20-year warranty, Sears is now refusing to honor it, claiming they no longer offer the service. This was not a special program but a benefit offered to me as a veteran. Sears assured me that I would have this benefit for as long as I lived in my home. I have paid $[redacted] annually since [redacted], but now Sears is asking for $[redacted], which I cannot afford. I urge Sears to honor our agreement. Please reach out to me at your earliest convenience. Sincerely, MSgt Michael A. White, USAF Retired

I purchased two refrigerators from Sears, one for myself and one for my son. Unfortunately, the one in our home has been leaking water and the ice maker has stopped working. I turned off the water a month and a half ago. A repairman from Sears came out over a month ago and ordered a new ice maker and water valve due to the leak. It has been over a month and a half without ice and water from the refrigerator. I would appreciate it if you could expedite the process so we can use our refrigerator as intended. Waiting this long for a water valve and ice maker is unprofessional and reflects poorly on your service. It was disappointing that the repairman delayed his arrival. If this issue persists, I may need to contact the BBB for assistance.

I recently had a dryer service call on Wednesday. However, the dryer stopped working shortly after the technician left. I requested for him to return, but he never called back. After contacting the service, another technician arrived three days later around 5 PM. Unfortunately, he mentioned the part needed for repair will take 5 to 7 workdays to arrive, which is unacceptable as we are unable to do laundry and are at high risk to travel outside due to current circumstances. The original technician had the necessary part on his truck, and I find it hard to believe that none of the other technicians in the Houston area have it readily available. I urgently need the clothes washed sooner than a week from now.

I have been waiting for a refund since June 19th. I agreed to exchange a damaged refrigerator freezer for a $[redacted] refund. Despite being reassured multiple times that the check would be sent, I have not received it. Every number I call cannot seem to locate my records, even though I have the order number, delivery number, and case number for the refund. I have attempted to contact several customer service numbers, but have had no luck reaching a resolution. I believe I am owed a full refund due to the extensive time and effort I have invested in trying to resolve this issue. The situation feels like fraud to me. The representatives have not provided me with a fraud hotline or the contact information for a legal representative. I have meticulously documented every call I made since June, and I find this whole experience to be incredibly frustrating.

I have been struggling to reach anyone for over 6 hours on hold trying to resolve my refrigerator issue. It's been 2 weeks without a working fridge, model #[redacted]3.[redacted], causing us to lose $[redacted] worth of food. I was informed it's a faulty compressor covered under warranty. Despite the 10-year warranty, I can't get through to Sears to address this. With 2 kids at home, constant takeout expenses, and additional technician fees, it's urgent to fix the fridge. Please schedule a repair at your earliest convenience; we are available anytime.

I want to address an issue with a recent refund I received. Our Kenmore water heater, covered under warranty until 3/13/[redacted], needed replacing. Sears informed us they no longer do replacements and offered a buyout. We completed the required paperwork for Transform Co to process a refund of $1,[redacted].97. However, upon receiving the check after a month, we discovered it was made out to the wrong name. Despite numerous attempts to rectify the error, our emails and calls went unanswered, leading us to suspect foul play. It seems deliberate and dishonest. We seek assistance in resolving this issue promptly before resorting to legal action. Thank you for your help.

We have an appointment scheduled for a microwave part at [redacted] Jersey Pike, Chattanooga, Tennessee, between 8 AM and 5 PM on April 1st. The service center at 1-[redacted] informed us about two appointments, one tomorrow and one on April 6, [redacted]. We have received and installed one part, but we are waiting for another part from UPS which has not arrived yet. We are confused about the appointment dates and the part deliveries. Are we expecting the part on April 1st for installation, or is it a delivery from UPS? Please clarify if the installation is on April 6th and the part will be delivered between April 1st and April 6th. Thank you for your help with this matter.

Subject: Concern About Technician Visit I am writing to address the issue I had with the technician who visited my house on 3/14/20. The technician was disrespectful, claiming he couldn't fix my washer due to cockroaches, which he insinuated I was responsible for and that insurance wouldn't cover. I explained we had addressed this before, but he dismissed me, took pictures, and left abruptly. I contacted my landlord, who refused to cover the cost of another inspection. We opted to pay $[redacted] out of pocket, only for them to not find any issues. I believe a refund is in order for this unnecessary expense. Additionally, it is concerning to have individuals working who display racist and disrespectful behavior. I am seeking a prompt resolution to this matter.

I purchased a Sears Elite French Door Refrigerator in [redacted] that stopped cooling in [redacted]. After calling Sears, a repairman ordered a new compressor and fixed it on February 15, [redacted]. Unfortunately, it stopped working after about a month and another repairman deemed it unrepairable. We paid $[redacted].00 for the initial repair that didn't last long. We are requesting a refund of $[redacted] to purchase a new refrigerator. Instead of a $30 Sears gift card offered by customer service, we prefer a reimbursement check sent to Barbara S. at [redacted] Carol Avenue, Newberg, Or. USA.

I need help returning a pair of shoes I bought online. While they were the same size and brand I usually wear, they didn't fit me well. I tried to exchange them yesterday by filling out the online forms. However, I received an error message saying they couldn't process my request. Today, when I tried to redo the form, I couldn't find the information I previously submitted. The system now says it can't locate my order. The local store is closed because of COVID-19, so I'm unsure how to proceed with returning the shoes. Your assistance is appreciated. Thank you.

I placed orders on 3/07, 3/08, and 3/09. I have received my table and two sets of pub height barstools. I received a refund of $67 for one counter height barstool but not for the other one. Despite ordering five sets of pub height barstools due to stock issues, I only received two sets. I got refunds for two sets totaling $85 each but still missing the one for $85. After a 62-mile trip to pick up chairs labeled in stock, I was later informed they were out of stock and received a refund. I have been in contact with customer service daily, finding them to be inefficient as I have to reiterate details each time I call. Despite assurances that the issue is resolved, I have not received the missing refund. Requests for a supervisor callback have been unfulfilled. It has been over a month, and I find this ongoing situation unacceptable due to lapses in service. I am eager to obtain the remaining refund promptly.

I have a Kenmore model [redacted]0 Refrigerator Water Filter, serial number 803MRYA29866. I have ordered this specific filter more than five times from your company, but each time, I receive the incorrect one. The comparison between the one you send me (on the right) and the one I need (on the left) clearly shows the difference. Despite providing this information to your Parts Department and multiple customer service representatives, they keep insisting that the incorrect filter is the right one. Please review my previous orders and see the discrepancy. I am requesting four correct water filters to be sent to me immediately to rectify this ongoing issue. I would appreciate a prompt response via email or phone call. This situation is very frustrating, and I have also contacted Sears regarding this matter.

I am experiencing ongoing issues with my new Kenmore fridge. The ice melts shortly after it's made, causing a lot of inconvenience. I reported this back in December [redacted], a technician visited, mentioned required parts, but the order got canceled, and the parts never arrived. Despite several attempts, my freezer is currently facing issues too. A replacement fridge was promised, then canceled. Despite multiple technician visits, the problems persist. I've wasted food due to the freezer not freezing properly and a lingering bad smell when defrosting. I've had enough and demand a functioning fridge. It's frustrating to constantly deal with water leaks and ice melting issues. I'm requesting a different fridge with reliable ice makers to ensure I have ice during hot weather. If this matter isn't resolved by Saturday, April 25, [redacted], I will escalate this to Channel 7 news. A prompt resolution with a new, problem-free fridge is all I expect to honor the warranty agreement.

I bought two items, but upon returning them, I was supposed to receive a credit of $68.93. However, I've now received a bill for the returned items' price. The automated system only shows a credit of $4 and some change on my account. I've spoken to two representatives, but each time they were unable to resolve the issue and hung up on me. I'm disappointed with the handling of my returns. Additionally, there should also be a $15.71 credit from an overpayment made three months ago. My name is Lissa Hunter, and my account number is [redacted].

Dear Sears Offline Solutions, I am seeking a refund for a faulty refrigerator I purchased on April 1, [redacted], at your Pearlridge, Hawaii store. The LG refrigerator cost $[redacted].73 and was delivered to my home at 45-[redacted] Awele Place, Kaneohe, Hawaii [redacted], on April 4. Unfortunately, the refrigerator started malfunctioning shortly after. Despite contacting Sears repair and following their instructions, the issue persists. Additionally, LG recommended repairs, but I believe it is best to return the product within the 30-day warranty period. I spoke with Joan from Sears customer solutions, who provided me with case number #[redacted], and mentioned Sears Offline Solutions would contact me via email within 24-48 hours; however, I have not received any communication. As the warranty nears its end on May 4, I am eager to resolve this matter promptly. Sincerely, L.K./K.K.

HELP NEEDED! Yesterday, on May 4, [redacted], we had 2 Sears technicians visit our home to repair our dishwasher and refrigerator, both of which were not functioning. In March, our dishwasher malfunctioned, sparking and smoking while in use, prompting us to turn it off. In April, our refrigerator also broke down. Due to the pandemic and our high-risk status as seniors with health concerns, we delayed the repair appointments until now, requesting experienced technicians to handle the complex issues. Although the refrigerator technician cleaned the unit's back, it remains non-operational, along with the freezer and water system. The dishwasher technician, after attempting to run the machine three times without issue, advised us to resume using it. However, upon running it this morning, the dishwasher began sparking, smoking, and tripped the house's fuse, causing a lingering smell of burning. We had specifically asked for another technician by the tech number [redacted], known for his expertise, but the assigned technicians did not meet our needs. We urgently seek help and have been trying to reach Sears representatives without success, feeling let down after being loyal customers since [redacted]. Please assist us!

I have been struggling to have my refrigerator repaired for the past 6 months. The service team has visited my home at least 8 times. Despite replacing the motherboard and compressor, as well as installing a dedicated [redacted]-amp line, the unit is still malfunctioning. Recently, a technician added Freon, but the issue persists, and the refrigerator now makes unusual noises and food is spoiling. Today's scheduled appointment was canceled last minute, marking the fourth time this has occurred. I have invested significant time and money into this repair, including a service contract, and this ongoing problem is unacceptable. I am eagerly awaiting a prompt response today.

Subject: Sears Service Complaint Dear Customer Service Representative, I am writing to express my disappointment with the recent service provided by Sears. I have always been a loyal customer, but my recent experience has left me feeling undervalued. On 5-4-20, I scheduled a service appointment for 5-6-20 to install a heating element on my electric range. I was charged $[redacted].14 for labor, which I find excessive. Additionally, the technician informed me that the diagnostic fee would be added to the labor cost, contrary to what I was initially told. I believe the fair resolution would be to deduct the diagnostic fee from the labor cost. Despite making a payment of $[redacted].93 as advised by the technician, I am not satisfied with the service or the pricing. I expect the remaining balance to be adjusted accordingly. I urge you to address this matter promptly. Please reach out to me at [redacted] to discuss this further. Thank you for your attention to this issue. Sincerely, Mariellen Rose

Yesterday, I purchased a vanilla gift card from Speedway. I registered it online at vanillagiftcard.com to use it on eBay and Mercari. Later, when I tried to make a purchase, it was declined due to insufficient funds. Upon checking the balance, it showed as 0 with a pending purchase to bestbuy.com and an invoice number #[redacted]. I tried to track the order on the website but couldn't do so without the email address used for the purchase, which I did not make. Frustrated, I attempted to contact Vanilla customer service, but after being on hold for over 30 minutes, I gave up. I also tried calling Sears customer service, only to find out they were closed. I am concerned that if the order goes through, I won't be able to intervene. Can someone please assist me in resolving this issue promptly? Thank you.