Sears Customer Service Issues

Around two years ago, we bought a Kenmore top-loading high-efficiency low-water washer from the now-closed Sears in Springfield, Missouri. The machine, costing around $1,[redacted], has suddenly stopped working, failing to power on. After buying and installing a new control panel, hoping to fix the issue, we encountered multiple error codes. A visit to an appliance repair shop revealed melted wires, with the technician suggesting a new wire harness was needed but warned about potential further costly repairs. Researching further, we discovered numerous complaints about this particular model, with some claiming it had even exploded. Spending a significant amount on a washer, one would expect it to last longer than just two years. We are seeking compensation for this defective purchase. Model: [redacted]1, Serial: C[redacted]9. - W.J.

I am concerned about a potential identity theft issue involving an email I received from what seems to be Sears. The email, seemingly from Sears Profile <[redacted]>, indicated there were failed login attempts to my account and prompted me to reset my password. However, I do not use this account and have not attempted to log in. When I tried to contact customer service at the provided number, it requested my credit card number or SSN, which I no longer possess. After entering my SSN, it was unrecognized. Replying to the email redirected me to "[redacted]" I am worried this might be a scam and that my SSN could be compromised. Kindly contact me promptly at your earliest convenience. Thank you. -MVC

I placed order W703384 on October 28, [redacted], with a P.O. Box delivery address. Last week, I was informed that the part could not be delivered to a P.O. Box and a physical address was required. I provided the physical address on November 5, [redacted], which is [redacted] Gardenia Ave. Latte Heights, Barrigada, GU [redacted]. However, I have not received the order or a tracking number yet. I am still following up on the order. During my chat with agent "Sparto," the power in Guam shut down today on November 9, [redacted].

I paid $[redacted] plus tax for a Sears repairman to fix my microwave, but he said it's unrepairable and offered a $[redacted] fix instead. I feel it's unfair to charge for no fix. I'm disappointed with the customer service's response and want to put the $[redacted] towards a new microwave. Considering the challenging year my family has had medically and financially, it's difficult to waste $[redacted]. I seek assistance to resolve this issue promptly. Thank you, Marla U.

Hello, I recently purchased a vacuum for my upcoming move scheduled in 2 days. Despite the order being marked as delivered yesterday, I never received the package. I made sure to be at home all day and even asked my neighbor to check, but the vacuum was nowhere to be found. As I urgently need the vacuum before my move, I had to purchase one from elsewhere. Could you investigate the situation with my order? At this point, I would prefer a refund as I no longer require the item and will have to make other arrangements. Regrettably, I do not plan to make any future purchases from your company. The order number is [redacted].

We purchased a new Kenmore gas dryer from Sears in Kahului, Maui. After the technician could not repair the dryer, Sears sent an email offering an exchange. They mentioned we would have to pay the difference if the new dryer cost more. Customer solutions assured me they would include the cost of LP gas conversion, pickup of the old dryer, and delivery since we already paid for it. The Sears authorization number for the replacement is 8[redacted]6. However, when we visited Sears on Maui to choose a new dryer, they claimed our record did not include LP gas conversion or pickup/delivery. The dryer was still under the manufacturer warranty, and the wait time to reach customer solutions is currently two hours.

I found an old $50 Sears gift card in my desk drawer after a long time and decided to check the balance, only to hear an automated message saying it had been canceled. I had a similar problem with a J.C. Penney gift card, but they were able to verify the cancellation and send me a replacement. Sears, on the other hand, has been giving me the runaround with menus that lead to dead ends. It's frustrating dealing with them, and it's no surprise they're facing challenges as a company.

I am encountering an issue with the response I received from customer service. The link provided does not display "Email Customer Service" or "Help & Contact Us", and I am unable to locate the "sign on" option as mentioned in the message. Where can I find the "Email Customer Service" feature under "Help & Contact Us" in Account Online? Thank you for your assistance in resolving this matter. Tom A. Moretown, VT

My elderly parents are experiencing significant delays with their refrigerator order # [redacted]89 from sears.com. Originally scheduled for delivery in November, the dates have been continually pushed back, leaving my parents, aged 87, without a fridge since July. They have faced multiple issues with their previous refrigerator covered by a maintenance plan, which turned out to be ineffective. Furthermore, their $14,[redacted] window order from Sears placed last August has been marred by incorrect measurements, requiring a reorder and a new expected installation date of March [redacted], after a substantial deposit has already been paid. The overall situation is unacceptable, and I am considering involving the local news due to the mistreatment and excessive costs my parents have incurred.

On November 19th, a tree fell on my power lines, resulting in damage to my meter box which had to be replaced by an electrician. Following that, I found out that my dryer was not working due to the power surge from the incident. A Sears technician visited on December 3rd and confirmed the dryer needs a new control board in an email. I have decided to buy a new dryer instead of repairing the old one. I now require a technician to confirm the needed repair, and a revised email explaining that the tree incident caused the damage, for insurance purposes as per customer service advice. The initial declined estimate email's work order has closed, so I need this documentation to proceed. Thank you.

I am Carol Lane, residing at [redacted] Judith Dr., Valparaiso, FL [redacted], reachable at [redacted]. I am dealing with an ongoing case (#[redacted]) regarding my Sears Kenmore series [redacted] washer, bought in July [redacted], which is still under warranty. Appliance One, with technician Tony, attempted repairs during appointments on Oct 19 and Oct 28, replacing some broken parts unsuccessfully. On Dec 14, April from Appliance One informed me that Tony had cancelled a repair appointment, deeming the machine irreparable. I requested April to inform Sears of the situation for a replacement as per the warranty. Despite being on hold with Sears warranty department for over 3 hours on Dec 15, I received no assistance. I have been a loyal Sears customer for more than 40 years but currently feel frustrated by the lack of resolution. Thank you for addressing my concerns.

I am seeking assistance from a supervisor regarding my warranty issue with Sears. I initially contacted Sears on August 27th, [redacted], when a repairman visited on August 31st to fix my washer. He said he needed to order parts but never followed up. Subsequent attempts to reach him were unsuccessful. Sears informed me the parts were unavailable, promising to credit my account for a replacement washer. After several follow-up calls, the credit was nowhere to be found. A different repairman arrived on 12/8/[redacted] and wanted to charge $99 for a service call, which we declined. He revealed the previous repairman was no longer with Sears, leaving customers, including me, unattended. My protection agreement number was [redacted][redacted], expiring on 10/04/[redacted]. The unresolved repair during the warranty period led me not to renew the agreement. As a long-time loyal customer of Sears, this situation is exasperating, leaving me without a functioning washer. Your prompt assistance is highly appreciated. Thank you, Louise B. G.

I am trying to find out if my deep freezer, which uses R-12 refrigerant, is eligible for recharge by your repair service technician. I believe it may no longer be serviceable. I would appreciate it if one of your technicians could confirm this for me as Repair Services and Parts have sent me back and forth with no resolution. I own a Kenmore 14 cubic feet upright freezer with part number [redacted].

I recently received an Exerpeutic Therapeutic Fitness Recumbent Bike as a birthday gift. Unfortunately, upon assembling it and plugging it in, the plug started smoking and burned. For safety reasons, I have not used the bike since. I believe it's best to return it to avoid any fire or electrical hazards. The bike was ordered by Jill P. on 9/29/[redacted], and the details are as follows: Item [redacted], UPC [redacted]13, Mfg # [redacted], New condition, Unit Price $[redacted].00. I kindly request a refund and a return shipping label. If needed, I can provide a picture of the damaged plug.

I have an Elite Microwave covered by a Master Protection Agreement that needs to be replaced as it could not be fixed. I have been struggling to get through on the phone, spending hours on hold with no progress. The repair was attempted on Dec. 9, but unfortunately, it failed. The repairman mentioned a replacement would be sent in 3-5 days when they called back on the 11th. I was assured during a chat earlier this week that my request would be expedited within 72 hours, but I'm still without a microwave.

My washer stopped spinning the clothes during the wash cycle. Previously, I could manually turn it to the drain and spin cycle to get it working, but now it doesn't spin at all and makes a loud stripping noise. I contacted customer service before my warranty expired in October, and they advised me to unplug the machine to reset it, which did not resolve the issue. Due to Covid-19, they declined to send a technician out. I am willing to renew the service warranty if you acknowledge that I reported the problem in October while the warranty was still valid.

I have a warranty number [redacted]. I contacted Sears about my refrigerator, which is unrepairable, and was told a manager would reach out within 72 hours. It's been about three weeks, and I haven't heard anything. I just need assistance in getting a replacement. Thank you, D. Terrell, Jackson, AL [redacted]

I purchased a Kenmore Energy Saver washer in [redacted]. Currently, it's under warranty but unfortunately broken. The repair person indicated that there are no available parts and suggested getting a replacement. I have an authorization number for a replacement, but it's been challenging to reach Protection Agreement customer service for assistance. I have not received any calls since November 23, despite being promised a callback within 7-10 days. I am eager to speak with a representative to resolve this issue promptly to either receive a new washer or a cash equivalent. Kindly contact me at [redacted]. Thank you. - B.B.

I recently received an Exerpeutic Therapeutic Fitness bike as a birthday gift. When I plugged it in, the plug caught fire and caused damage to the electronics. I reached out to Paradigmhw for a refund, but have faced challenges. After sending a photo of the plug as requested, I was told to contact Sears for a refund. Sears redirected me back to Paradigmhw, leading to a frustrating back-and-forth. I have involved the Better Business Bureau to resolve this issue. I simply want my money back and hope to end this cycle of redirection and confusion. The item details are as follows: Item [redacted], UPC [redacted]13, MFG [redacted], New condition, Unit Price $[redacted].00, Order date 9/29/[redacted], P.O. [redacted]. - Jill H. Pettengill

My washer, bought in [redacted], is still under warranty. It stopped working, a technician visited on November 23, [redacted], and advised that it needs replacement parts. I was told Sears would contact me within 7 to 10 days, but over 30 days have passed with no update. Despite receiving an 'authorization number,' I have been unable to reach anyone at Sears for a solution after multiple hold times. I have diligently kept up with yearly warranty payments and believe Sears should communicate promptly. Best regards, B. Barnett.