Sears Customer Service Issues

I bought a Kenmore Freezer in February 03, [redacted], and it arrived damaged. After receiving a replacement that also had issues, multiple repair attempts failed to fix it. Despite ordering parts that never arrived, a third replacement on August 05, [redacted], was a complete failure. All items in the freezer were lost, totaling $[redacted] from sales receipts, not including other items without clear pricing. After enduring this for over six months, I request Sears to remove the faulty freezer and refund $1,[redacted].82 for the freezer plus compensation for the lost groceries promptly. Thank you.

In July, I purchased a new lower rack and rollers for my Kenmore dishwasher totaling $[redacted].82 on my Mastercard. The initial rack arrived bent, so I returned it on August 3 and received a replacement on August 11. I also returned the unnecessary rollers to Sears on August 3 for a $[redacted] credit to my Mastercard. However, I have not yet seen the $[redacted] credit for the rollers on my Mastercard statement. Please ensure the credit is processed for the returned rollers. Thank you. -Constance Yanicka

I have been without a working washer for 6 weeks now. I am still waiting for one last part that has been on backorder for 2 and a half weeks. Despite being told by the call center that I would receive a call for a replacement washer if the part did not arrive within 3-5 business days, I have not heard anything. This prolonged wait is unreasonable, and I feel the need to emphasize that I have been without a washer for over a month, which is unacceptable. The continued delays with the backordered part are causing me considerable stress and inconvenience at home. I may have to consider legal action to address this issue and seek compensation for the time and trouble I have endured. Your assistance in resolving this matter promptly would be greatly appreciated. Thank you.

I have contacted Sears numerous times regarding a credit of $[redacted].37 due to me for an oven door panel that was never delivered to my shipping address. Despite assurances from Sears representatives that the credit would be processed within 3 to 5 business days, it has not been issued yet. The original order was placed on June 23 by a Sears rep using my father's credit card, ending in [redacted], for delivery to Shawn Hall in Talkeetna, Alaska. After the first panel was lost in transit, a replacement order was made on July 1, and this time the panel arrived. The Sears rep informed me that I would receive credit for the missing panel. I kindly request that you investigate this matter and issue the $[redacted].37 credit to the same credit card ending in [redacted]. Thank you, Rodney H.

Setting up the appointment took 1.5 hours, and the technician came on 9/12. However, the fridge is still not working, despite paying $[redacted].87 for the repair. Trying to schedule a new appointment for both fridges proved to be difficult after the poor service experienced previously. It seems Sears Home Service may not be the best choice for Harvard University. Attempting to reach a human for help took two hours, only to be redirected to a company wanting to charge for assistance. This experience has been frustrating and unproductive. Requesting a refund for the service on 9/12 and willing to forego the technician fees. Contact our office at [redacted] promptly.

I recently returned a bra I purchased from a Marketplace seller, HerRoom/HisRoom. Following the return instructions, I shipped it from a US post office on 8/21. My order number is [redacted]96, with a purchase price of $16.00. The item was too small, not the size I ordered, prompting my return. Despite this, I have not received my $16.00 refund and am hoping to utilize the Marketplace Guarantee to ensure its return. Thanks, Kim M.

After having a service person at my home, I requested repairs on my washer and dryer. However, I changed my mind shortly after and called the service person, Mark, to cancel. Despite his assurance that I would be credited back for the service visit and parts, I was billed $[redacted].80 and $[redacted].54 on 9/21. I canceled within 20 minutes of the service person leaving and opted for new appliances from Lowes instead. I returned the parts to the repairman who billed me through a handheld device. I am still waiting for the refund to reflect on my Citi Bank credit card as promised by Mark.

I had a return appointment scheduled for October 19, [redacted], between 1 pm and 5 pm. Unfortunately, I received a notification just 2 hours before the appointment that I needed to reschedule. Despite my numerous attempts, I couldn't reach a live person as the automated system kept telling me to reschedule. I am frustrated as I've been dealing with this washing machine issue since June 9, [redacted], and no progress has been made. I've been trying since yesterday afternoon and now starting at 5 am PT to get through, but still no luck. I urgently need to speak to a representative. If I can't get help soon, I may have to escalate this by contacting the corporate office.

Dear Sears, I believe my payment should only be processed when the item is in stock. It would be better if you refund the amount, keep my order on hold, and charge my credit card when the item is available. I am concerned because sometimes I forget about orders, and I've been charged for items I never received. It's frustrating when customer service can't provide clear answers. I hope you consider these suggestions due to ongoing supply chain issues, where customers pay for undelivered services. Thank you, Todd H. Sent from my iPhone On Oct 21, [redacted], at 5:32 AM, Sears PartsDirect <[redacted]> wrote: Dear Todd, We regret to inform you that your order (W399292) is delayed due to temporary unavailability. Like many, Sears PartsDirect faces challenges with product availability from disrupted supply chains. Rest assured, we will update you once the order ships. Please track your order online for updates. Thank you for your understanding and cooperation. Your Sears PartsDirect Team

On October 3, a technician was sent to repair my washer. He ordered parts and returned on October 19. It seems he did not order all the necessary parts, so another part had to be ordered. The part arrived on October 21, and we were told to call for installation. However, when we tried to contact him, he did not show up. We were rescheduled for November 8, but we did not receive a text reminder this time. After numerous attempts, I was able to confirm the appointment for November 8. Unfortunately, the appointment was somehow dropped from the schedule, and now we have to wait until November 30. I have been a loyal Sears customer for over 20 years, and I have always had good service until now. This current repair company, A and E, has been disappointing. I urgently need my washer fixed or replaced, as I should not have to go without it for two months. This situation is causing unnecessary anxiety for me, especially considering my health condition. Thank you. Sincerely, Lori P.

I purchased a new Samsung front control dishwasher (model no. DW80N3030US, S/N B0786BDR800751N) in April [redacted] from the Sears website for $[redacted]. However, upon delivery, it was missing parts and started leaking after a few uses, eventually causing a flood in the kitchen. Due to financial difficulties, I couldn't request a repair from Sears until 11/25/[redacted], which cost $99. The technician who came on 11/26/[redacted] determined the base and door seal were irreparable and suggested contacting Samsung. To my surprise, the technician mentioned that the dishwasher was refurbished, not new as I had believed. Samsung informed me that the warranty wouldn't cover the damages and advised reaching out to Sears for resolution. I provided Samsung with a video of the damages during the call. We only have a bank statement as proof of purchase.

Hello, I recently purchased a figurine from Sears through a third-party seller. The tracking number provided was incorrect (#[redacted]38), leading the package to be delivered to the wrong address. Despite my attempts, I have been unable to rectify this issue. The post office suggested reporting it as fraud, although I believe it was just a mistake. Unfortunately, I have been unable to contact the seller through the messaging system to request a refund or a replacement. Is there any assistance available to resolve this situation? Thank you, Matt

I am experiencing difficulty using two unused gift cards on sears.com. Although the cards show a zero balance, customer service was supposed to send me replacement cards. These initial cards were compensation for food loss due to a warranty-covered refrigerator breakdown. Despite the lack of expiration dates on the gift cards, I have not received the replacements. I seek guidance on obtaining the new gift cards promptly to be able to complete my purchase on the Sears website.

Hello, I recently renewed my protection plan. I believed it covered my refrigerator, washer, dryer, and stove. However, I later discovered that the protection for the dryer and stove was not included in the plan. I always received renewal notifications for the protection plans, but did not receive any for the dryer and stove. I paid a fee of $[redacted] for the renewal, assuming it covered all four appliances. Could you please confirm if the $[redacted] fee only covers the refrigerator and washer, excluding the dryer and stove? Thank you for your assistance. Sincerely, Jean M. Funada

I purchased a coil brush for my refrigerator, but unfortunately, it doesn't fit. I haven't attempted to use it because I can tell it won't work. I am struggling to reach out to someone regarding a return as I was informed it's not an item that can be returned. I am disappointed because I believe I have been overcharged. The coil brush was priced at $44, yet similar ones are only $7. It seems I also paid $9 for shipping. I now have a brush that is unusable, and I would like to discuss this matter with a representative as I am dissatisfied with the situation.

To whom it may concern, On September 28, [redacted], I requested service for my Kenmore Elite refrigerator. The technician diagnosed a compressor issue and charged $[redacted].10 to my credit card for the replacement part. After the part was installed, the refrigerator still did not cool properly. The technician returned, admitted an error, and identified a more serious, unrepairable internal leak in the yoder loop. A total refund of $[redacted].59 is owed as I paid $[redacted].10 on one card and $[redacted].49 on another. Despite numerous attempts, I have not received the refund or proper communication. I have been a loyal customer and am disappointed by the lack of response. If I do not hear back within a week, I will seek legal assistance. You can reach me at [redacted] or [redacted]. Sincerely, Anthony Ricciardone [redacted] Albany Shaker Rd Loudonville, NY [redacted]

I had a Sears riding mower evaluated on November 30, [redacted]. I paid the technician using my credit card, and the charge appeared on my Visa account on December 3, [redacted]. Today, I received a bill from Sears Home Services for the service call. I have been unable to reach anyone at Sears for help with this issue. All the customer service options just lead to automated messages. The bill has no return address, so I guess I'll need to make a copy of it and send it back to them along with proof of the credit card charge. Sears customer service seems non-existent in this situation.

I recently placed an order for a refrigerator and an electric range during your online sale a few days ago. However, during checkout, I encountered an error message indicating a problem on your end. It suggested trying again later, but the issue persists each time I attempt to make the purchase. I have been unsuccessful in reaching a customer service representative via phone or chat for assistance. The lack of support is making me reconsider using Sears for future appliance purchases.

I recently discovered from a service technician that my 3-year-old refrigerator has a faulty compressor, and they mentioned a replacement program for them along with reprogramming the boards. I am disappointed that the issue was not communicated to customers beforehand, as I lost a significant amount of money due to discarding the contents. It is frustrating to have a refrigerator fail after only three years, especially considering the investment made. I would appreciate it if the repair is done properly to avoid future complications.

I have two issues I need help with, but I'll focus on one for now. Contacting Sears customer service has been incredibly frustrating. I bought a dryer on 12/19 through a leasing company called Katapult. I cancelled the order with Sears, but Katapult wasn't informed, so they're still charging me. Katapult says Sears should have passed on the cancellation, but they didn't. I've been trying to resolve this with Sears customer service, but it's been a struggle. If anyone can assist me with this, I would greatly appreciate it. Thank you.