Sears Customer Service Issues

I need help with resolving incorrect numbers and contact information. I have been trying to get refunds for two years without success, despite being asked to wait for 72 hours multiple times. I have been redirected from Sears Customer Service to Sears Credit Card Service to Sears Stores and Sears Installation Services in a frustrating loop. My case number is #[redacted] as mentioned in the email below, which remains unresolved. Additionally, I am still waiting for a $29.99 refund for returning a gas connector in April [redacted]. I urgently need this matter resolved after such a long wait. The phone numbers provided in the email are unreachable. Thank you for your assistance in addressing these issues promptly. Sincerely, Shabana Customer service email excerpt mentioned: Dear Shabana, We appreciate your business with Sears Holdings Corporation and value your satisfaction. Regarding the $[redacted].00 concession for the Washer and Dryer, a refund request has been initiated, and you can expect an update within 72 hours. For the $[redacted].99 Installation refund, please contact our Installation team at [redacted] during the following hours: Sunday 9am-8pm CST, Mon-Sat 7am-8pm CST. Rest assured, our advisor will assist you with your request promptly. For further assistance, please reach out to Member Services at [redacted]. Best regards, Spencer D. Sears Member Services

I recently discovered that a Sears credit card was issued in my name without my knowledge, affecting my credit score significantly. After purchasing a kitchen hood at Sears and later returning it to the Sears Outlet and receiving a credit on my Costco credit card, my credit score was negatively impacted. Despite not receiving the Sears credit card, my credit score dropped, making it difficult for me to obtain other credit cards. I kindly request to rectify this issue by reporting the purchase as $0 paid in full to the credit reporting agency to correct the false information. If this matter is not resolved promptly, I may need to seek legal assistance. Thank you for your prompt attention to this matter. Sincerely, S.J. Gray

My LG steam dryer has malfunctioned, and despite following the advice given by a representative, the issue persists. Upon contacting customer service again today, I encountered a communication barrier with a representative whose English proficiency was lacking. Despite explaining that my dryer vent was clean, she suggested a professional cleaning service. Feeling frustrated, I expressed my dissatisfaction and even considered purchasing a dryer from a different company. I simply require a repair technician to fix my dryer. I believe it is essential for customer service representatives to be able to effectively communicate with customers. The representative I spoke with yesterday was excellent, whereas the one I spoke to today presented challenges due to the language barrier. This experience has left me contemplating taking my business elsewhere if this is the level of service provided by Sears.

I have been waiting for a call back from a supervisor for a week now regarding my Kenmore Elite fridge issue. I paid over $[redacted] for it 5 years ago, and now the compressor has failed. After my technician diagnosed the problem, Sears insisted on sending their technician. I had to wait 11 days for their tech, only to be told the same issue would be covered but service would cost over $[redacted]. I've been trying to resolve this with Sears, but after countless hours on hold, I'm still waiting for a supervisor to call back. I'm seeking reimbursement for the diagnosis appointments and a refund for this faulty fridge. Service unit # [redacted], order # [redacted]4.

Unfortunately, I have not received the service I was promised for my Microwave Oven repair. Initially scheduled for Saturday, then changed to Monday between 6 AM to 2 PM, no technician arrived or even contacted me. After waiting all day, the repairman called at 4:30 PM. He was late and unprofessional, arguing about his obligation. Reviews on "Keepe Appliances" echo my experience with phrases like “Stay away from these people” and “No one showed up.” On top of paying $50 monthly, I also paid $75 for a service call that never happened. I've spent days trying to communicate, but it's been frustrating. I urge for a different service provider to reach out promptly to fix my Microwave. I kindly request confirmation that this message has been received and action will be taken. If not resolved swiftly, I will cancel my monthly warranty and demand a refund for the service fee. I anxiously await your response. Signed, A dissatisfied customer

Subject: Urgent Refund Inquiry for Order [redacted] Dear Samuel N. from Sears Member Services, I am writing to address an outstanding refund issue regarding Order [redacted]. On 11/27/[redacted], I received a credit of $56.50 due to a delivery date change by Sears. Subsequently, the imperfect item was collected on 12/24/[redacted], and I was supposed to be refunded $[redacted].38 on that date. However, I have not yet received this refund. It has been over 7-10 business days since the return, and the $[redacted].38 credit has not appeared in my financial account. It is imperative that you review your records promptly. Your inconsistent information and delayed processing of this refund are unacceptable. The original credit was stated as processed on 11/27/[redacted], so the remaining $[redacted].38 should have been refunded accordingly. I ask for immediate action to remedy this situation. Thank you, D.S.

Since January 9, [redacted], I have been trying to get a functioning refrigerator. I purchased a Kenmore Elite refrigerator in December [redacted], but due to kitchen renovations, it was only unpacked and used on February 20. A technician visited on January 13, [redacted], and diagnosed a defect in the LG compressor. I requested the compressor to be ordered and installed, but was advised to consider getting a new refrigerator since it lacked an extended warranty. After following up with SEARS on January 15, [redacted], I discovered the compressor had not been ordered. Contacting LG directly, I obtained a specific number for SEARS to place the order. On the same day, a SEARS representative informed me the compressor had been ordered and would be delivered to my residence for installation. However, SEARS later informed me that the LG compressor was no longer available and that I was eligible for a replacement refrigerator. When I reached out to the Resolution Department, I encountered difficulties resolving the issue with the customer service representative named Laine. I am in need of assistance to escalate this matter and secure a replacement refrigerator.

I am experiencing issues with my Kenmore French door bottom freezer's ice maker, which is not working. I have a Protection Plan and would like to schedule a repair for it. My name is Ruth E. Gerety, and I reside at [redacted] Alcan Drive in Medford, Oregon, [redacted]. I am disappointed that the Virtual Repair tool was not helpful as I am not a technician - that's why I rely on the Protection Plan. I trust this matter will be resolved promptly. Although the system claims my email is invalid, it has been in use for over two decades. You can reach me at [redacted].

My oven experienced heat loss issues. I scheduled an appointment with Sears for 11/3, which got cancelled and rescheduled for 11/6. Unfortunately, it wasn't repaired. Subsequent appointments were also rescheduled, causing inconvenience and financial loss. Finally, after multiple attempts, various parts were replaced, but the oven still didn't function correctly, affecting my cooking times drastically. Sears approved a replacement, but communication regarding this was lacking. Frustrated with the delays, I have ordered a new oven from another company, set to arrive in February. I now seek a refund for the approved replacement to adjust the funds towards the new oven. Sears' service has been disappointing, and I hope for a prompt resolution to this ongoing issue.

I purchased the refrigerator mentioned above in July [redacted] from a Sears store closing in Logan, Utah. On January 4, [redacted], it stopped working. After contacting customer service, we were informed we had to wait a month for a repair technician. Despite our discontent, we patiently waited. However, on the scheduled repair date, we were informed a part had to be ordered, resulting in an additional month's wait until the first repair attempt on March 4. During this visit, the technician identified a need for another part, prolonging the repair process by another month. This situation is unacceptable, as we have been without a functional refrigerator for nearly three months. We have attempted to escalate our complaint but have been met with unhelpful responses. We urgently require immediate resolution without any additional charges for the inconvenience we have faced. Lorelyn Garbini.

I purchased a Kenmore Elite refrigerator model # [redacted]7 [redacted] in July [redacted] from a closing Sears store in Logan, Utah. Unfortunately, on January 4, [redacted], the refrigerator stopped working. Upon calling the customer service number listed in the manual, I was informed that I would have to wait a month for a repair technician. Despite my patience, the technician ordered a part on the first visit, and on March 4, when he returned, he discovered that another part was needed, extending the repair time by another month. This has left me without a working refrigerator for three months now. This situation is unacceptable, and I have made numerous calls trying to escalate my complaint without success. I insist that someone complete the repair as soon as possible and waive any associated fees due to the prolonged inconvenience.

Subject: Disappointment with Master Protection Agreement #[redacted][redacted] I am writing to express our dissatisfaction with our Master Protection Agreement #[redacted][redacted] with Sears for our GE side-by-side built-in refrigerator. Since at least [redacted], we've had a Protection Plan for this appliance. Despite yearly visits to address issues with the ice machine freezing, our recent service call on 1/24/21 did not yield successful results. Technician [redacted] inspected our ice machine under service order #[redacted]9. Although he quickly suggested that we needed a plumber to replace the needle valve, bypassing a second opinion, we found a simple solution without costly repairs. My husband defrosted the motor area with a hairdryer, and the ice started flowing again. It seems that technicians might rush to costly solutions without thoroughly assessing the situation, potentially compromising the protection provided by the Agreement. I hope for your feedback on this matter and guidance on future diagnoses. Best, M.B.

I purchased a refrigerator on 1/16, and it arrived two weeks later with damage. My wife, S.L., called and was offered a $[redacted] refund to the card used for the purchase, as well as a replacement handle or a new refrigerator. She opted for the new refrigerator. Two more weeks passed, and we decided to take the initial offer of a $[redacted] refund and replacement handle. I, C.H., called and spoke with Karen from Customer Solutions, who identified herself as Janet when I asked for her name. She assured us a check and replacement handle would be sent and provided me with a case number. After another week, I called to inquire about the check and handle. I was transferred between departments and told that the information Karen aka Janet gave me was incorrect. I have had numerous purchases from Sears, and this has been the worst experience. I called Customer Solutions today, but after providing my case number, the call was mysteriously dropped. I am frustrated with the lack of resolution and poor customer service. A proper resolution would be to send me a left door handle as promised by Karen, along with the $[redacted] refund. The handling of my case has been disappointing, and I hope for better assistance from Sears.

During a recent repair appointment on March 8, [redacted], a Sears service technician determined that a new cooling fan assembly was required for my double wall ovens. He appeared knowledgeable and promptly arranged for the part to be ordered, scheduling an installation for March 31, [redacted]. However, as of the day before the appointment, the part had not arrived. Despite attempts to contact the technician, there has been no response. Subsequent inquiries to 1-[redacted] provided no information on the part's status or a new appointment. Checking online for the part order status yielded no results. While Sears did reach out to inquire about renewing protection plans for the appliances, the current service experience has been lacking. Assistance from Sears seems to be limited, only guiding me back to 1-[redacted]. Any advice on how to proceed would be appreciated.

I prepaid for a second appointment but then canceled it. However, I haven't received a refund or any response from customer service. I spoke to customer service representatives twice, provided the necessary documentation, and returned the heater part. My dryer couldn't be fully fixed due to unavailability of a part, so I decided to purchase a new one instead. I paid $[redacted].43 by check at the time of diagnosis. The service call cost about $[redacted]. I returned the part I had pre-paid for, which they received on April 1, [redacted].

I recently purchased an elliptical exercise machine, and on the first use, one of the pedals came loose. I suspect it was due to poor installation. Despite calling for two weeks without a response, I finally spoke to someone who promised to schedule a repair within 72 hours but never did. Following up, I was given the same timeline twice more with no callback. When I visited the store to arrange a return, I was directed back to the same phone number. This loop has been frustrating, and I simply want the equipment collected and a refund issued. This experience has dimmed my loyalty as a long-time SEARS customer. I hope for a prompt resolution - a pick-up scheduled and my money reimbursed.

My issue with Sears started in December [redacted]. We have Total Protection and have kept records of each time we contacted Sears. Two technicians were sent, the first arrived late and asked for extra payment, then left abruptly. The second technician falsely claimed the water leakage was from our refrigerator. Neither attempted to fix the washer. Due to personal reasons with family deaths, I couldn't address this earlier. We urgently need Sears to send a technician without any additional charges to either repair the washer or notify our home protection for a replacement. I have tried contacting corporate and headquarters but only encounter automated messages. Thank you for your assistance. You can reach me at [redacted].

I bought a new Kennore side by side fridge at the Sears store in Moorestown, NJ a couple of years ago. The model number is [redacted]3 [redacted], serial number HR[redacted]5, and it was manufactured in Mexico in December [redacted]. Recently, the ice maker in the door stopped working due to short wires installed at the bottom of the freezer door, causing them to snap when the door is opened. The technician explained that this issue was a result of the wires being too short in earlier models, making them break under pressure. Unfortunately, fixing this is not feasible as accessing the short wires inside the freezer door is not possible. The only solution given was to replace the door for $1,[redacted], more than the fridge's original cost. I believe this is a manufacturing defect due to poor design, and I am requesting a new door at no expense based on this issue. The service call had already cost me $[redacted]. I seek clarity on how this matter will be addressed. Eugene I. 48 Windsor Mews Cherry Hill, NJ [redacted] Email: [redacted]

I bought a Kennore side-by-side fridge at the Sears store in Moorestown, NJ a couple of years ago. The model number is [redacted]3 [redacted], and the serial number is HR[redacted]5, manufactured in Mexico in December [redacted]. I'm facing an issue with the in-door ice maker not working due to the short wires at the bottom of the freezer door splitting when the door is opened. The technician explained that this problem exists in earlier models where the wires were too short, causing them to snap under pressure. Unfortunately, accessing and repairing these wires within the freezer door is not feasible. A new door costs $1,[redacted], exceeding the original fridge's cost. The technician confirmed that this design flaw was resolved in newer models. I'm requesting a replacement door at no charge due to this manufacturing defect. The $[redacted] service call added to the inconvenience. I believe the designer responsible for this flaw should face consequences. Eugene I. 48 Windsor Mews Cherry Hill, NJ [redacted] Email: [redacted]

We purchased a Kenmare refrigerator from Sears. After the warranty expired, it stopped working. A service representative diagnosed it as a defective fan, ordered a replacement, but the fridge started working on its own. He charged for the visit without fixing it. Two months later, it broke down again. A new appointment was first delayed by Sears but was then scheduled. They initially said no charge due to the previous unsuccessful repair but an email now shows a $[redacted] fee. We believe we should not have to pay for this service call.