Sears Customer Service Issues

My Sears dryer broke over three months ago, and I've had several technicians attempt to fix it with no success. After a long wait, I finally spoke to a representative who offered to either replace the machine or provide a cash settlement, which I prefer. Despite assurances that a Claims representative would contact me shortly, it's been over a week and a half with no update. I've tried contacting the Claims department many times, enduring hours on hold. Vincent, another representative, suggested reaching out to management here. My claim number for a cash settlement is: [redacted] [redacted] [redacted] [redacted]. I'm Mary G., residing at [redacted] E. Paseo Rio Azul, Anaheim Hills, CA [redacted]. I'm eager to resolve this matter promptly due to my busy schedule. Please call me at 1 [redacted] if necessary, and leave a message with a reliable contact. I'm looking forward to speaking with a representative soon. Thank you for your assistance. Mary G.

I received an email allegedly from "Sears <[redacted]" I did not initiate any login attempts. How can I ensure my information is secure and remove my point of contact from your records? Thank you.

I have been on hold for over 40 minutes. I have spoken with at least 7 customer service representatives who keep transferring me to another agent. My customer ID is [redacted], with a charge of $[redacted].61 that I did not authorize. I had meant to call back to discuss a plan that suited me better. Today, the service agreement shows a charge of $[redacted].66, deducted immediately from my checking account without my permission, resulting in an overdraft. I request that this unauthorized charge be canceled, and the money refunded promptly. I also do not want to receive any further calls regarding SEARS. If this matter is not resolved quickly, I will report this as fraud to my bank. I need the $[redacted].61 returned to my account as soon as possible. Please provide written confirmation of this resolution to be emailed to [redacted] for my records and to present to my bank.

We have a Sears Home Services warranty for 3 appliances. Recently, we had a technician look at 2 of them. The dishwasher should have a part delivered by Friday, July 24th, while the washing machine needs significant repair. A technician was supposed to provide a second opinion on July 10th, rescheduled to July 31st. Trying to get information about this delay has been time-consuming and frustrating. As a family of 5, it's difficult to cope without a working dishwasher and washing machine while quarantined. We pay over $[redacted] annually for the service and have for many years. The delays and lack of assistance are pushing us to consider dropping the warranty. We'd appreciate more information on the washing machine delay. Why the need for a second opinion when the technician seems knowledgeable? It's not her but the corporate process causing issues. When can we expect the washing machine to be fixed or replaced? The long wait is making it challenging for us to manage household chores. Your prompt response would be appreciated.

Dear forum members, I am seeking assistance regarding an issue I encountered with a Samsung cooktop purchased online from Sears. Following installation, it became excessively hot due to incorrect wiring specifications. Despite a replacement being swiftly provided, the errors persisted due to inadequate knowledge from the installation team. I finally solicited a professional electrical company to rectify the wiring, thus resolving the problem. I now face the predicament of possessing an extra, unneeded cooktop due to the botched installation. Despite attempting to resolve this matter with Sears previously, I have yet to receive a satisfactory solution. The replacement cooktop remains unused with an opened box, and I kindly request Sears to arrange for its retrieval. For reference, my Sears online Order #[redacted]41. Thank you for your assistance. Sincerely, M. Cook

I have a home warranty, and my warranty provider partners with Sears Home Repair for services. I have been dealing with ongoing subpar repairs for over six months on my heat pump, resulting in property damage from A/C condensation. Now, I need the repair completed and the flooring replaced due to the water damage. I have tried to get assistance through customer service, but the technicians sent have not been able to resolve the issues. I am now considering hiring a local contractor, as I feel like I have run out of options. If necessary, I am willing to pay upfront for the repairs and seek reimbursement later, but I would prefer to have the services provided as outlined in my contract. Please contact me at [redacted].

My husband and I bought a Samsung refrigerator from Sears over a year ago with an extended warranty. In March [redacted], the freezer broke and despite four unsuccessful repair attempts, I was approved for a $[redacted] credit due to the No Lemon rule. After researching, I found a suitable fridge but was informed it might not be available until September. Limited by size constraints, I contacted customer service to no avail. Frustrated by the lack of options and long wait times, I requested a refund instead. I have been patient but waiting 6 months without a freezer is unacceptable. I feel exposed to infection risks due to spoiled food. I desperately need a working refrigerator and request a prompt resolution or a refund to purchase a suitable replacement. Feel free to contact me for further details.

I bought a Kenmore refrigerator (model [redacted]0) on December 4, [redacted]. In June, I noticed frost on the bottom drawer. On June 29, there was a strange noise inside, so I emptied it. I found that the evaporator cover was frozen solid. I unplugged the unit to defrost, and the noise stopped. However, on July 11, the evaporator cover frosted over again. Sears repair was called, and on July 13, the cover was defrosted, and the temperature sensor was moved. Regrettably, on August 3, the frost reappeared. The repair was scheduled for August 6 but was postponed due to a family emergency for the repair person. Since then, I have been struggling to get through to Sears customer service for assistance. I am very frustrated with the lack of resolution to this ongoing issue with my Sears Kenmore refrigerator.

Hola, soy Raquel B., clienta de Sears por mucho tiempo. Recientemente tuve una mala experiencia con ustedes. En Junio, mi nevera se dañó antes del Día de los Padres. Contacté a Sears para el servicio y programaron una cita en 10 días, prometiendo un reembolso por los alimentos perdidos. Llené un documento, tomé fotos y mostré al técnico. Después de completar todos los requisitos, me confirmaron que mi caso fue aprobado y que recibiría un cheque. Sin embargo, esta semana y hoy he llamado y me dijeron que mi reembolso fue denegado, siendo atendida de forma grosera por Antonio en servicio al cliente. Además del dinero, estoy decepcionada por el pobre servicio recibido y la actitud de la persona que me asistió.

I recently purchased an RPA for my Husqvarna Riding mower YT42CS - [redacted]. Unfortunately, after just over 3 years of use, it was determined that the entire deck needs to be replaced. I was informed that the part is still in the research phase and could take up to three to four weeks to locate, with additional time needed for ordering and repair scheduling. Despite having spent $[redacted] on a warranty that promised "No Hassle," the customer service experience has been extremely frustrating, with multiple delays in technician visits and unprofessional communication from representatives like Tina. After investing in a $2,[redacted].00 tractor, I expected better treatment as a loyal customer. I hope for a simpler resolution to this issue as I would like to have my mower operational to tend to my yard promptly. Thank you for your attention to this matter.

I recently purchased a RPA for my Husqvarna Riding mower (YT42CS - [redacted]), which is just over three years old. Unfortunately, on August 7th, it was determined that the entire deck needs to be replaced. I have been informed that the process could take up to several weeks, leaving me without a working mower. Despite having purchased a warranty for situations like this, the customer service experience has been extremely frustrating. After multiple unmet appointments and unhelpful interactions, I am left feeling undervalued as a customer. I am hoping for a swift and simple resolution to the issue, whether it be a quicker repair, replacement, or reimbursement. Thank you for your attention to this matter.

I am having ongoing issues with my Kenmore dryer warranty service. Despite being approved for a new dryer due to unavailable parts, every time I contact customer service, I face prolonged hold times, being transferred around, and ultimately getting disconnected. My recent attempts to resolve the matter resulted in speaking with a supervisor (initials A.G.) but still no progress. Today, after another hour of waiting on hold and being transferred, I was abruptly disconnected again. I am reaching out for assistance as a final attempt before considering further action. My contact numbers are [redacted] or [redacted].

We have a Sears Kenmore over-the-range microwave covered under a master protection agreement, but have encountered difficulties with getting a replacement part approved due to unavailability. Despite attempting to contact Sears for confirmation and resolution, the process has been frustrating. Multiple calls to various numbers have resulted in being redirected without success. The lack of responses from the warranty/protection department, coupled with long wait times and disconnections, has added to the challenges. There is uncertainty even with a provided case ID ([redacted]). We are currently seeking assistance in navigating this situation. Once this matter is resolved, we plan to reconsider our Sears Master Protection plan which covers 10 appliances.

I am looking to send the work description for reimbursement of charges. On 8/8/20, our air conditioner was repaired based on your customer service instructions due to no technicians being available for that service. We were advised to pay the bill if it was under $[redacted].00 and to send the work description to Sears for reimbursement. The customer service representative provided the details, but due to my age and hearing difficulties, I found it challenging to follow as she spoke fast with broken English. We made the payment by check on the 10th and tried to find mailing instructions online on the 12th without success. After attempting to contact Sears through multiple phone numbers, I finally reached customer service on the 13th and was given a code #[redacted] by Emily. I was then transferred to Protection Agreements but had to hang up after waiting on hold from 8:20 am to 9:20 am.

I have been a Sears Master Protection Agreement Plan holder for over 30 years. Recently, my TV malfunctioned, but Sears wasn't able to send a technician to fix it. After numerous calls and long wait times, I was informed I qualify for a replacement TV. Now, I urgently need assistance in getting a voucher or arranging the TV replacement. This morning, I spent 1 hour and 42 minutes on hold, only to be disconnected while being transferred to Customer Solutions. I am extremely frustrated after spending countless hours on the phone trying to resolve this issue. Please, I am reaching out for help. You can reach me at the following contact details: Martha Wheeler, [redacted] Overlook Road, Mobile, AL [redacted]. Home phone: [redacted], Cell: [redacted], Email: [redacted] Thank you, Martha Wheeler.

I have had the Sears Master Protection Agreement Plan for over ** years. Months ago, my TV broke down, and despite multiple calls, Sears couldn't find a repair person. After much effort and time on the phone, Sears finally approved a replacement. Now, I need assistance getting a voucher or a replacement TV. After waiting over an hour on the phone this morning, I got transferred to Customer Solutions but got disconnected. Please, I need help as I've spent countless hours trying to sort this. You can reach me at [redacted] Overlook Road, Mobile, AL [redacted], [redacted], or [redacted], [redacted] Thank you, Martha Wheeler.

I encountered issues with an RCA TV covered by a protection plan from Sears. The sound on the TV stopped working, and after the technician was unable to repair it, they replaced it with a Samsung smart TV in May [redacted]. Unfortunately, the Samsung TV has now stopped working completely - no sound, no picture, just flashing briefly. Despite attempts to schedule a repair, there are no technicians available. The TV is still under coverage, and I am eager to have it fixed promptly. The time spent on hold seeking a solution has been frustrating. Kindly provide a resolution for the repair of my TV. Thank you, Connie Wilcox.

I purchased a kitchen full of appliances from Sears in [redacted]. Since then, the dishwasher, microwave, and refrigerator have all encountered various issues. While the Protection Plan assisted with some repairs, the dishwasher soap dispenser still malfunctions. After the Plan expired, I had to buy a new microwave elsewhere. Now, my four-year-old refrigerator has stopped dispensing water and the freezer and refrigerator compartments aren't cooling properly. I scheduled a repair but was informed of a 19-day wait time. To prevent food spoilage, I had to rely on neighbors and an ice chest. I eventually hired a third-party repair service for the fridge. The ongoing hold times on the phone have been frustrating. I believe I deserve compensation for the inconvenience, totaling $[redacted]. Regards, Mary Dame

Subject: Assistance Needed with Freezer Replacement Dear Sears Team, I recently received an email from you addressing my concerns with the broken Kenmore freezer I purchased in [redacted]. Despite holding a master protection agreement, I was informed that the necessary part is no longer available, leading to the suggestion of replacing the freezer. Due to the urgency of the situation, as a senior citizen during the current Covid-19 pandemic relying on the freezer to minimize unnecessary outings, I am frustrated with the lengthy process of rescheduling appointments and waiting for technicians without any further resolution. Having spent numerous hours on the phone trying to resolve this matter and emphasizing the need for a prompt replacement, I reiterate my request for a timely resolution. I trust that your timely attention will address this matter efficiently. Kind regards, Elchanan G. cc: Sears Corporate office, Eddie Lampert, Leena Mushal I attempted to contact [redacted] multiple times with considerable wait times, adding to my dissatisfaction with the current situation. Your prompt assistance in replacing the frostless 19.6 cubic freezer is greatly appreciated.

I purchased a Halloween yard stake expecting a durable metal piece, but it turned out to be made of foam. I am disappointed as I don't think it will withstand the rain or last long. I contacted Sears for a return label, but they mentioned it was from a third party and could not issue a refund directly. I have been waiting for three days for a resolution after Sears reached out to the seller. I prefer dealing with Sears directly regardless of the seller and believe they should take responsibility for refunds. I simply want to return the Halloween yard stake and need a free pick-up label since there are no UPS or FedEx services nearby. I hope this can be resolved quickly as it has been three days since my initial contact.