Sears Customer Service Issues

I bought a Samsung refrigerator from Sears and have had multiple technicians attempt to repair it. This morning's appointment was cancelled by the technician who stated they couldn't fix the fridge and recommended it be replaced due to reliability issues. He mentioned sending a previous message to Sears about this. However, Sears has not responded to us in over 2 months. The refrigerator does not produce ice and the ice maker constantly freezes over. At times, the temperature inside rises to 50 degrees or more, necessitating us to remove all contents, only to return to normal the next day. This has occurred 3 times in the last 3 months. I request prompt action on this matter. Please contact me at [redacted]. The contract is under Joseph Denara - [redacted]. Thank you, Joanne Denara.

I have been charged twice for the same product across two accounts and have been attempting to secure a refund since the purchase. The canceled order has not been refunded to my bank account, totaling $[redacted].99. I have provided Sears with documentation of the duplicate charges on my Shop Your Way card and bank account, including a fax of my bank statement for order #[redacted]98, showing a $[redacted].99 debit from Sears Hoffman EST IL [redacted]. Despite repeated attempts to resolve this issue since the order date, the refund has not been processed. I reached out to customer service the same day the order was placed to cancel, but the refund has not been credited to my bank account. I urge Sears to address this matter promptly. Thank you. Best regards, Lora G.

I have contacted customer service regarding issues with my ice maker. To summarize: A service man visited my home and ordered a new ice maker part on February 15, [redacted], charging a total of $[redacted].01 (service order #[redacted]3). Despite the part arriving, the initial installation attempt failed. A second service man discovered the previous part was never replaced. After ordering another part, the first service man returned and correctly installed it. Unfortunately, he struggled to make it work, attempting to remove the refrigerator's electronics board. Following a successful adjustment by a local repairman, the ice maker and refrigerator now function properly. I am requesting a reimbursement of the $[redacted].00 labor fee, as the issue was not resolved by Sears. I have attempted to contact Sears customer service via email twice with no response.

Today I had an appointment for my LG refrigerator compressor repair, but unfortunately, I received an incomplete parts order. The repairman, Sajjad, went out of his way to try to find the part but ultimately needed a more qualified technician due to it involving gas. This was disappointing as I rely on Sears for appliance repairs and warranties, as my family has for years. The prior repairman on April 25th was rude and refused service, which was unacceptable. Sajjad was kind and made an effort, even though he couldn't complete the repair. We have rescheduled for May 13th and hope for a certified technician this time. It's frustrating and inconvenient, especially with other obligations. I'm disappointed to say I will not be purchasing from Sears in the future after many years of patronage.

I am looking to replace my 15-year-old broken Sears microwave model [redacted]0 with a new one that fits the same space. After spending three frustrating hours with Sears Customer Service, none of the options provided were helpful. The automated system kept either claiming my input was invalid or disconnecting me. When I did manage to speak to a representative, they were unable to assist or direct me to the right department, only to end up back at the main customer service line.

I bought a Kenmore freezer in January, but it arrived damaged. After it was replaced with another Kenmore, this new one isn't working, resulting in food loss by the hour. The soonest repair date available is June 2, [redacted]. I urgently need a functioning freezer delivered or a refund, as I cannot afford losing more food. Being 88 years old and on a teacher's retirement, the stress on my mind and body is overwhelming. As a longtime Sears customer, I am disappointed with the poor quality of the appliance and the challenges in getting assistance. Despite the technician's visits, the freezer remains unfixed until parts arrive. HELP.

I am having difficulty reaching a representative regarding a recent service call for my fridge. The technician who came to evaluate the issue mishandled the situation. Despite him claiming we were not home, he was actually present in my house, discussed the problem, did nothing, and falsely reported otherwise to his supervisor. I need to reschedule, but I want to ensure this technician does not return. I am frustrated with the phone system and want to speak to someone who understands the problem. We have invested significantly in service agreements but are receiving poor service in return. I am looking to speak directly with a native English-speaking representative to address this issue promptly.

On March 4, [redacted], my boyfriend and I purchased a washer and dryer totaling $[redacted].64. We made four payments of $[redacted].66 every two weeks, with the first payment made on the purchase date. As of May 19, [redacted], we have yet to receive our order. After contacting customer service multiple times, we were informed that the delivery is now under XPO Logistics. However, XPO Logistics mentioned that the items are lost in transit at their warehouse where they were signed in but cannot be located. We were promised a call with an update, but have not received any communication. It's frustrating to go through the automated customer service line only to be redirected to the website without any resolution or assistance.

Concern regarding Home Repair Order #[redacted][redacted]: I noticed a decline in my Kitchenaid refrigerator's performance, which led to a service call to Sears Home Repair on May 14, 22. The technician diagnosed the issue as an iced-up refrigerator with a faulty fan sensor. Despite his recommendation to defrost the appliance for 24 hours, paid $[redacted].87 for forthcoming fan and harness replacement. On May 23, the technician returned to install the new parts; however, shortly after, the refrigerator failed to maintain the correct temperature. After multiple unfulfilled promises from Sears, the earliest available appointment for resolving the matter is June 1, 22 (Order #[redacted][redacted]). The fridge remains dysfunctional and unsafe, despite the costly service. Urgent assistance is required to rectify this predicament promptly. Mike G.

I had a refrigerator repair scheduled for 5/26/22, but I did not receive any update beforehand. When I contacted Sears, the chat representative informed me that no technician was scheduled to come. Despite taking the day off work for the visit, the technician was not aware of the appointment. My wife ended up paying for the service call, which we declined. The chat representative assured me that I would not be charged for rescheduling. I have a picture of the chat where this promise was made. I am requesting a refund for the service call charge, as per the commitment made to me. Thank you.

I have been waiting for about a month to get my refrigerator repaired. I got two phone calls and a text to confirm my appointment for 6/22. I had to cut my vacation short and rush back from Ohio to make it in time. However, on 6/21, I received a voicemail while on the road, informing me that the appointment was cancelled and rescheduled for 8/11. I paid over $[redacted] for a Maintenance Agreement, but the repair process for my microwave took from August to November, and after numerous calls, my dishwasher was eventually replaced. Unfortunately, the new dishwasher was not installed, so I had to find someone to help with that. When trying to reschedule the appointment, Sears even had the audacity to ask me to purchase another Maintenance Agreement. Given the current situation, I fail to see the logic in buying a new one. How are we supposed to manage for two more months without a functioning refrigerator? All my calls to the maintenance department have been redirected elsewhere.

We received a refrigerator delivery on June 14, [redacted], with Order #[redacted]57. Unfortunately, upon unwrapping the appliance, we discovered a scratch on the freezer door and a stain on the interior of the refrigerator door. The total amount paid for the refrigerator, delivery, and installation was $[redacted], with the refrigerator alone costing $[redacted]. As this was a new purchase, we had expected the item to be free of any damages. Despite attempts to reach a customer service representative without success, we contacted Frigidaire service for assistance. A service provider visited on June 23, [redacted], and assessed the scratch and stain, proposing a replacement door for $[redacted] or a consideration from the vendor. We believe a 15% consideration would be appropriate, as we would prefer not to go through returning the item, especially considering our senior status and the challenging delivery process. We are hopeful for a prompt resolution to this matter.

I received a delivery of a refrigerator on June 14, [redacted] under order #[redacted]57. Upon unwrapping, I noticed a scratch on the freezer door and a stain on the interior. This item, including delivery and installation, cost $[redacted] with the refrigerator itself priced at $[redacted]. Despite buying a new unit, the scratches and stains were unexpected. I contacted Frigidaire service and a service call was ordered. On June 23, [redacted], the provider examined and photographed the issues, suggesting a $[redacted]+ cost to replace the door. They proposed a 15% consideration instead. Given the difficulty of the delivery and our age, we prefer not to return the item. We are requesting a 15% consideration to resolve this matter efficiently. Your prompt attention to this matter is appreciated. Thank you.

I contacted you over a week ago to schedule a refrigerator repair, which was supposed to be done by a technician named Eddie driving either a Sears or A&E Factory Service vehicle. Unfortunately, the technician did not arrive as scheduled. I reached out to the service center after the designated time frame, and was assured someone would contact me that evening, but no one did. Attempts to call this morning led me to an automated system. I am frustrated and in need of immediate assistance. Despite having a maintenance contract with Sears, it seems ineffective. We have been stuck at home for the past 48 hours, awaiting the promised service call and dealing with spoiled groceries.

I scheduled a refrigerator repair over a week ago. The repair was supposed to happen yesterday with Eddie from Sears or A&E Factory Service, but he never arrived. After calling the service center, I was promised a repair call that evening, which never happened. This morning, all my calls are being answered by a computer. I have a maintenance contract through Sears, and I'm extremely frustrated that no repair has been made. My wife and I have been waiting at home for 48 hours, disposing of spoiled food. I am eager to have this issue resolved promptly.

I contacted Sears over a week ago for a refrigerator repair appointment scheduled for yesterday, 7/7. The repairman, Eddie, was supposed to come in a Sears or A&E Factory Service truck. However, he came and left a note without making contact, even though we confirmed our availability just half an hour before. I called the service center after the scheduled time and was promised a call for the evening, which never came. Despite a re-scheduled appointment for 1-5 p.m. today, the repairman has not shown up. Our maintenance contract seems useless as we have been at home for 48 hours waiting for the service, spending hours on the phone and having to throw away spoiling food. I am extremely frustrated and just want the service we are entitled to.

Sears has been an absolute disappointment. I placed an order on 3/14/22 for a kitchen exhaust fan, a dishwasher, and a fridge. While the fan arrived promptly on 3/17/22, the fridge and dishwasher are still missing. Despite numerous promised delivery dates, Sears has continuously failed to deliver. Most recently, after rescheduling for 6/1/22 due to stock shortages, they pushed the delivery date back to 7/6/22 without consulting me. They even sent misleading texts claiming the appliances were on their way, only to never show up. The situation reeks of negligence and mismanagement. I am left with no option but to escalate this issue by involving the Better Business Bureau, disputing the charges on my card, and contacting the NY state AG. It's a shame to see how Sears, once an American icon, has fallen under the control of greedy individuals. My apartment complex will steer clear of Sears, and I will make sure to warn others about their unreliable service. -L.

On July 14, [redacted], I contacted the Sears store on Beverly Road in Brooklyn regarding a water filter for my Elite Kenmore refrigerator. They directed me to Pencil Parts at [redacted] Utica Avenue in Brooklyn. When I arrived, I provided my bank card to the staff. After learning the water filter cost $[redacted].00, I decided not to make the purchase. Unfortunately, they had already charged my bank card and were unable to reverse the transaction. Upon returning on July 18, I was advised that refunds are handled by accounting. Despite numerous calls, I haven't received a resolution yet. I could use some assistance with this issue.

Our washer malfunctioned three weeks ago, and we scheduled a repair under our maintenance agreement. A third-party technician visited promptly but was unable to fix the machine due to needing parts. Upon his return a few days later, he discovered the correct parts were unavailable locally and would take around two weeks for delivery. After a call confirming the arrival of the parts, we set an appointment for Friday. Unfortunately, the technician did not show up and did not provide an explanation. After contacting Sears Customer Service, we were advised that our case would be escalated to the Authorized Repair Team, leading us to call again on Monday after a 90-minute hold resulted in a disconnection. The subsequent call led to being informed that a new appointment would need to be scheduled via email, a 3-day process. Despite attempts to reach out to Sears headquarters, no resolution was achieved. After 35 years of being customers and Maintenance Agreement holders, it seems the strained communication and service from Sears might necessitate us ending this longstanding relationship.

I purchased a refrigerator in February, and it stopped working properly in July, prompting me to schedule a service appointment. However, the service was unexpectedly canceled, requiring me to supply additional information. After providing the necessary details, some parts were ordered, but the process hit a snag when the parts did not arrive as planned. Despite reaching out for assistance via email and phone calls to Sears, the resolution process has been frustratingly slow. I have now been without a refrigerator for a month, making the situation particularly challenging during the summer months.