Sears Customer Service Issues

On April 18, [redacted], I bought two front-load washers and two front-load dryers from Sears Hometown in Morris, IL. The initial delivery was scheduled for the next day, but the delivery was challenging. The delivery drivers brought the appliances up to the second floor but ended up causing water damage to my room. Moreover, they left the dryer unconnected in the kitchen. After several frustrating calls and visits, I managed to schedule a replacement for the damaged washer for June 5, [redacted]. On May 11, the second set of appliances was supposed to be delivered to a different address. However, I received a call the next day stating there was a manufacturing issue, and it would be delayed. Frustrated with the continued problems, I am now requesting a refund for the undelivered appliances and the broken washer. Even after speaking with the store manager, I have not received a clear resolution and have been bounced between departments. I have always been a loyal Sears customer, but the lack of support and professionalism during this experience has been disappointing. I simply want my refunds processed for the undelivered products and the faulty washer picked up promptly. Your attention to this matter is greatly appreciated. Regards, Elaine R.

I need assistance from the Sears customer support team to address an issue with a recent purchase made through the Sears website. I provided my vehicle details on the website while looking for a new battery for my Mercury Sable. The site recommended a specific brand as a match, and I bought it. Unfortunately, the battery does not fit my car at all due to its small size, causing significant disappointment. I believe there was a malfunction on the website, as the responsibility does not lie with me. The current situation with the pandemic makes it challenging to visit a physical store or speak with someone directly. Losing $[redacted] due to a system error is not acceptable. The battery is new and remains uninstalled. I am seeking guidance on the necessary steps for a full refund. I appreciate your help in resolving this matter promptly. Thank you.

I am extremely disappointed and frustrated with the poor service I received from Sears. On 02/05/[redacted], I contacted Sears to schedule a repair for my Jenair stove. The technician informed me that a part needed to be ordered and convinced me to purchase a repair warranty. After numerous follow-ups over the course of several months, I was informed that Jenair no longer manufactures the needed part. I decided to cancel the repair and warranty program. Despite being promised a refund within 3-5 business days, I have yet to receive it. The lack of communication and language barriers with customer service representatives have made this experience even more frustrating. As a long-time loyal customer, I am deeply disappointed with the service I have received from Sears. I urgently need to know when I can expect to receive my refund.

I need my fridge repaired. It has been in need of fixing since March 12, [redacted]. Only some of the parts ordered by the technician have arrived, and some are still missing. Despite being told the parts arrived at the warehouse in Guaynabo, Puerto Rico, on May 5, they have not been delivered. I was assured the parts would reach my house by May 9, but they only arrived today, May 15. When I called to schedule an appointment, the earliest available date was June 3. This prolonged delay and lack of information from Sears has been very stressful. I urgently require my fridge to be fixed as I have medication that needs refrigeration. The service I have received does not align with what I expect from Sears. I understand the challenges posed by COVID-19, but I also know that Sears should be providing repair services. Despite having warranty protection, I have been unable to receive the service I require. I am feeling extremely frustrated and hope for a resolution soon. Thank you.

I purchased a Kenmore Washing Machine on 2/22/[redacted] with sales check #[redacted]10 on my Sears charge card under John Zalucki. The delivery, initially scheduled for 3/21/[redacted], was changed by the manufacturer to 4/18/[redacted]. After receiving the washer, I noticed issues with the water levels during wash and rinse cycles. A technician visited on 5/4/[redacted] and suggested replacing the washer sensor, planned for 5/13/[redacted]. Despite not receiving the part by 5/18/[redacted], and after two $[redacted].00 payments, I am still waiting for the repair. I have opted for an exchange with another washer due to ongoing issues, including steam affecting the control panel. I seek urgent assistance with this matter. Thank you for your prompt attention. Louise Z.

Dear Sears Customer Service, I am writing to express my extreme disappointment with the repair department and the Master Protection Plan I have had since [redacted]. In early March, I noticed smoke coming from my range and contacted the repair department. The service technician came on March 24th, confirming an electrical fire. Due to unavailability of parts, I was scheduled for repair on April 14th. Despite multiple calls, updates were inconsistent, and on April 16th, I was informed the service order was cancelled without any attempt at contacting me. The process was restarted, culminating in a technician visit on May 6th. Subsequent promised contacts were not made, leading to me calling on May 15th for the umpteenth time. It has been a frustrating three months of unfulfilled promises. As a loyal customer for over 20 years, I find this unacceptable. Sincerely, Ria B.

On April 8, [redacted], my refrigerator stopped cooling, prompting me to contact Sears for a repair appointment. Despite the scheduled repair on April 13, the subsequent service from A&E proved to be challenging. The installed compressor was incompatible with the board, leading to further issues with no cooling and the compressor not functioning. Several attempts to rectify the situation culminated in a lack of confidence in A&E's abilities. I have reached out to LG and my trusted repairman, who noted that typically a board is provided with a compressor to address such malfunctions. Considering the multiple setbacks and dissatisfaction with the service received, I would like to explore the option of returning the refrigerator to Sears for a refund or receiving a compatible board for the compressor. As a retiree on a fixed income, resolving this issue is crucial. Thank you for your attention to this matter. Sharon W. of Gonzales, LA.

My name is F. L. and I reside at [redacted] NE Cross Ave, Arcadia, FL. My phone number is [redacted]. I currently have a service contract for a Kenmore water softener that is valid until 6/21. I reached out to Sears service two weeks ago and followed up three times since. However, despite being assured that I would receive a call within 3 days, I have yet to be contacted. The unit displayed an ERR1 code and was non-functional. I visited the store where I purchased it, but the Manager, who was supposed to call, did not. I was able to resolve the issue by watching a tutorial on YouTube, finding it was a faulty connection. Nonetheless, I believe I should have received proper assistance considering I paid for a warranty. I also have a warranty for a washer/dryer bought at Sears and if this is the kind of service I can expect, I would like to discuss receiving a refund for both warranties. I would prefer not to be given the phone number that led to significant wait times during my previous attempts. Thank you for your help in addressing this matter.

I have a service contract for a Kenmore water softener that is valid until ****. I reached out to Sears service two weeks ago and three times after that. Each time, I was promised a callback within * days, but I have yet to hear from anyone. The unit displayed an ERR* code and stopped working. I visited the store where I purchased it, and although a Manager was meant to call me back, I never received a call. I managed to fix it by watching a tutorial on YouTube due to a poor connection. However, I believe Sears should have provided assistance as per the warranty I paid for. I also have a warranty for a washer and dryer from Sears, and if this is the level of service I can expect, I would like to discuss a refund for both warranties. I have already waited on hold for one to two hours twice and would prefer not to do so again. Thank you for your help with this.

Hello, I would like a refund of my money as I have canceled an online order and have not received a solution. It's urgent that I get my money back as the store has not been responsive, and whenever they do, they just tell me to contact the bank or customer service. Then they mentioned they lost my tracking number, but that's not my problem. I have canceled with both, and the purchase status still shows as processing to ship. The purchase was made on the 23rd of last month, and I have canceled it numerous times, but it still appears as if the order is being prepared for shipping. I kindly request a prompt solution to my problem. Thank you very much. My order number is: [redacted]. I paid with a bank card ending in [redacted] under my wife's name, Miriam Tapia Ceballos. Please resolve this matter promptly. Thank you and have a good afternoon.

I have been attempting to have my refrigerator repaired for the past 7 to 8 weeks. On May 28, the service technician visited and ordered 2 parts for the refrigerator. He mentioned that if the parts were not available within 10 days due to my maintenance agreement with Sears, they would have to replace the appliance. Despite the 10 days passing, they claim they are still researching the parts. I am inconvenienced by having to constantly go to my garage and basement to retrieve items from a functioning refrigerator. At 76 years old, this situation is becoming unbearable. If the refrigerator cannot be fixed, I request a resolution promptly. Since purchasing, this refrigerator has caused continuous problems. I urge for a swift resolution. Thank you.

I need to return a robe I purchased in S/M size that is too big, the sizing was inaccurate. The previous chat was on May 27, and I was told I would get a mailing label by email. Patricia mentioned on 05/21/XXX that the seller team was contacted to send a return label. However, I haven't received anything and it's past the 30-day return window. I am quite anxious about this delay. Patricia said to wait another 7 days, and within 7-14 days, I should receive the return instructions via email. She assured me that they will intervene to resolve this issue, and this will be the final communication related to this order.

I purchased a washing machine from Sears on 9/8/16 along with a 5-year warranty. Since March [redacted], I have been experiencing issues with the drive hub, which has led to the clothes not spinning or drying properly. Sears has come out multiple times to repair it, but the problem persists. After several unsuccessful repair attempts, they have agreed to provide me with a new washer. I have had to select a replacement three times because the original choice was not available. I have been inconvenienced by having to use a laundromat and have spent over $[redacted] on laundry. I am 74 years old and cannot continue with this back-and-forth. I am still waiting for a call to confirm the delivery of the new washer tomorrow. Please, I just need a working washing machine or a refund to purchase from Lowe's. I have called multiple times for assistance, encountering disconnections and long wait times. Your help in resolving this matter is greatly appreciated. - Jackie Turnage, Case # [redacted], Edwin Turnage, [redacted] New Natchitoches Rd, West Monroe, LA.

I have been trying to obtain a washing machine from your company for the last year. Initially promised two months ago, it has been delayed, and now I have been informed that the delivery will only happen on June 26, 20. Due to this ongoing issue, I am considering purchasing one locally and submitting the bill to you. The long wait has caused frustration, and at 74 years old, time is of the essence. Please contact me at 1-[redacted]. My name is E. Turnage, and my address is [redacted] New Natchitoches Rd. West Monroe, LA [redacted]. I have been struggling to get my washer repaired for a year and was assured a replacement, yet I am still waiting, relying on a laundromat and spending over $[redacted].

I was in contact with a Sears online representative, 'Daisy ID # [redacted]9, who provided me with a link to purchase a Kenmore Elite Washer #[redacted] at the Memorial Day sale price of $[redacted].99. However, when I clicked the link, my cart was empty. Despite the washer being out of stock previously, it is now available at a price of $[redacted].99. I was assured by Daisy that Sears would honor the $[redacted].99 sale price once it was back in stock. She obtained approval for the discounted price and sent me a purchase link, yet my cart remained empty. I need help with finalizing my purchase at the promised sale price.

My dehumidifier, a Sears 50-pint unit bought in [redacted] with an extended warranty until 5/5/21, is not removing moisture properly. The Sears Home Store in Logan, OH has approved its replacement but requires an authorization number. Despite several calls, I only managed to speak to a human rep today. However, after being transferred to get the authorization number, the call got disconnected after almost 50 minutes of waiting. I need the authorization code urgently for the Logan Store to proceed with the replacement. My contact number is [redacted], and the purchase was under Carol Trembly's name. I appreciate any timely help in resolving this issue. Thank you.

I spent over an hour chatting today to order a major appliance. The agent I spoke with was friendly and tried to help. We selected a perfect refrigerator and agreed on a delivery date. However, payment issues arose, and I couldn't complete the transaction. The item went out of stock as I tried to pay, prompting the agent to suggest a pricier model with fewer features, offering a slight discount. I reluctantly agreed due to urgent need. The delivery date was later than desired. Surprisingly, the original item returned in stock and I attempted payment again to no avail. After much back and forth, I ended up empty-handed. This experience felt disorganized and reminiscent of a bait and switch tactic, a practice no longer acceptable. It seems things just went awry today.

I contacted Sears to add a new dryer to my Sears Maintenance Agreement Plan as my old one was malfunctioning. Unfortunately, the person I spoke to ended up canceling my plan that covered almost 20 Sears appliances, paid up until [redacted]. Now, I have an oven that requires repair, but I can't as the plan was cancelled on Monday. I've been dealing with this all week, getting shuffled between departments. I need this matter resolved with my original plan reinstated with all items included and the new dryer added. I urgently need my oven fixed. Clem.

I bought a Panasonic DVDR from Sears.com in April [redacted]. Despite cancelling the order over the phone due to delays, the product was delivered by Action Package, Inc. I contacted Sears, and they arranged for the return of the item via a return sticker. However, the item still appears on my recent Sears billing statement. I was promised a resolution within 7-14 business days back in May, but the issue persists. Recent attempts to contact Sears were unsuccessful due to poor phone connections and long wait times. The accumulating fees and interest charges are frustrating considering I followed the cancellation process. I seek a prompt resolution to this ongoing issue. Thank you.

Our LG refrigerator stopped working four weeks ago. We contacted Sears, endured a long wait time, but eventually scheduled a repair visit. A technician determined it needed a new compressor. After a delay in getting the part, it was installed by the same technician around June 17th. Unfortunately, the refrigerator had an internal leak and couldn't be fixed. The technician assured us Sears would replace it. Despite waiting for contact, nothing happened. When I called customer service, I faced long hold times, disconnections, and transfers between departments with more hold times. After speaking with the right person, we received information on next steps and an authorization code for a replacement. We were given options to obtain a replacement but were shocked to find out that delivery could take up to three months. This whole experience has left me extremely dissatisfied with Sears' customer service.