Sears Customer Service Issues

I had a scheduled dryer vent cleaning appointment today from 1:00pm to 5:00pm. I contacted Sears around 4:50pm to confirm the appointment, but they told me it was actually scheduled for July 9th. As we were discussing this, a technician arrived unexpectedly and asked to use my ladder to access the roof. When I mentioned Sears should provide their own equipment, he got upset and insisted. When I refused, he became rude and left. I then spoke with Abhi from the Tech's office, but due to a bad connection, we were disconnected. Upon contacting them again, a supervisor informed me the next available appointment was on Saturday, which was not satisfactory as my dryer was already disconnected. Despite explaining my side, she supported the technician's behavior. I am disappointed in Sears for the lack of professionalism and would appreciate a call from Customer Service regarding this issue. Thank you for your attention.

I bought a computer on your website for my granddaughter's graduation, but unfortunately, it was defective when she opened it. I have been in touch with your customer service, but they directed me to the manufacturer, whose number seems to be non-existent. This situation has been frustrating as I have paid most of the amount owing. I am disappointed that I am unable to return the faulty item as per your policy. I hope we can find a resolution soon as I have been a loyal customer who spent thousands of dollars at your store.

I recently purchased a lawn tractor online from your website. When contacted about delivery, I requested to keep the original date of July 3, but a day before delivery, it was changed to July 10 without my consent. Customer service apologized but couldn't resolve it, resulting in me losing half a day of work. Frustrated, I canceled the order and am even considering closing my Sears Credit Card held since [redacted]. The language barrier with the call center made communication difficult, and my loyalty to Sears has been shaken. I plan to shop elsewhere and will advise others to do the same due to the poor service received. It's important for your company to be aware of the negative impact of the call center's service on your customers. Sincerely, Tom Dubovi

I bought clothes and shoes worth approximately $[redacted] for my husband at the Sears store in Landmark Mall, Alexandria, VA, around 1 1/2 months ago. The clothes fit well, but the 4 pairs of shoes (size 7) I purchased do not. I attempted to return them to the store on July 4 with the receipt for a refund or store credit. However, since it was past the 30-day return period, they declined to offer either option for the shoes. I now have 4 unworn shoes that are too large for me and would like to see if the store can issue a store credit instead. This would benefit both parties as the store would have intact merchandise, and I would have the opportunity to purchase items that fit, ultimately leading to more sales for the store and customer satisfaction for me.

Job #[redacted]1 Customer J.D. [redacted] E Bonnie View Dr Rialto, CA [redacted] On 6/27/18, I signed a contract with Sears for a new heating and cooling system and was assured no subcontractors would be involved. However, subcontractors arrived to install the system but left without completing the work, leaving me without air conditioning in 87-degree weather. Despite contacting the HVAC project coordinator multiple times, there were delays in the installation, unfinished work, and poor repair quality. They even left me without hot water and later the air conditioning stopped working. After expressing my dissatisfaction and stressing the importance of proper service, the coordinator scheduled another visit for today between 2-4, but as of 3:55, they have not arrived. This experience has been distressing, especially considering my age and recent loss. I am requesting compensation for the inconvenience and expect a resolution promptly.

I am requesting that Sears adhere to their price match policy. I was interested in purchasing a new self-propelled lawn mower and found the same model my friend owns, the Craftsman [redacted], online at Sears.com for $[redacted].00. However, the local Sears store was selling it for $[redacted].00. After entering my email for a discount coupon that never arrived, my wife and I drove 25 miles to the Sears Hometown store in East Liverpool, Ohio, only to be told they wouldn't honor the online price. Despite finding out later that they should have followed the same corporate rules, we bought the mower for $[redacted].00 due to the distance traveled. The email with the advertised price of $[redacted].00 arrived after our purchase, but without a coupon. I then discovered Sears' Price Match and Price Protection Policies, which state they should match prices within their own stores and refund the difference within 30 days. We are simply asking for the $30 overpayment to be refunded within the day, otherwise, we'll return the mower to the store.

I bought an Elite washer from Sears back in [redacted] and have maintained a service contract since then, but none of the technicians have been able to resolve my ongoing issues. Recently, my Elite washer has been turning on by itself with the lid open, running through cycles unexpectedly, which I believe is a safety hazard. I have a service appointment scheduled for 7/13 from 8-5 to address this new issue. However, my original complaint is about the loud noise the washer has been making since I bought it. Despite being told it's due to being a direct drive, the noise has become unbearable over the years. We can only use it when we're out because of the noise, but now with the machine turning on randomly, it's posing a bigger problem. I would appreciate a credit for the Elite washer and the opportunity to exchange it for a quieter model given my loyalty over the years. I have a video showcasing the noise issue if needed. My account details can be found under my cell phone number [redacted].

I recently had an issue with my sealed refrigerant system. The initial technician mentioned a charge for the service visit and labor. However, the second technician clarified that the manual states the sealed refrigerant system is covered for up to 5 years free of charge. After replacing the part, an additional problem with the sensor board arose, which I was informed must be paid for, despite its role in controlling the sealed system. As my Kenmore Elite fridge is only 4 years old, I am puzzled by this extra cost.

On June 28th, I had a dishwasher service call handled by Sears Home Warranty. The dishwasher repair cost $80.00 and they charged me $49.99 for the warranty. Despite being promised a receipt, contract number, and Welcome Kit, I have yet to receive any documentation. Today is July 6th and I feel frustrated by the lack of follow-through. This isn't the first time I've felt let down by Sears' services. I am willing to pay the $80.00 and $49.99 fees as agreed, but I have initiated a dispute with my bank to prevent further charges related to the warranty. I have had difficulty communicating with overseas call center representatives who seem to struggle with the language barrier. Their promises have not been kept, leading to even more frustration. I will be looking for services elsewhere moving forward.

I am disappointed that my 2-year-old Kenmore Elite refrigerator experienced a faulty compressor, leading to almost 3 weeks without a working fridge. The inconvenience of daily trips to get ice and purchase food due to living in a rural area has been taxing on our fixed income budget. We had to discard about $[redacted] worth of spoiled food and are eagerly awaiting reimbursement through our food loss claim. Despite these challenges, I must commend our repair technician, Mark, for his excellent service in getting our fridge back in working order. It is a relief that the appliance is now cooling effectively, and we hope it will continue to function for many more years. While I wish the fridge had not malfunctioned so soon, having a home protection agreement has been beneficial. Thank you to Mark for his professionalism, although it would have been helpful if he had provided his last name. - Terry and JoAnn Winter

I purchased a Kenmore Elite Smart Fridge on 7/2/18, delivered on 7/6/18, and hooked it up on 7/7/18. However, the door alarm goes off every 30 seconds, which has been frustrating. After spending over an hour on the phone with customer service, the earliest they can send someone is on 7/12/18. I will have to deal with the constant alarm for the next six days until then. This experience has been disappointing, and I am not happy with Sears' customer service. I will not be recommending Sears to others, especially with my $[redacted] worth of appliances. In the future, I will consider LG products instead.

Regarding case number [redacted] submitted on July 2, [redacted], I encountered an issue with an American Express gift card on June 30, [redacted], at Golden Triangle Mall in Denton, Texas. Attempting to use the card for a $[redacted].00 payment towards an outdoor grill, the salesperson said the gift card was not processed. Despite this, the $[redacted].00 was deducted from the American Express card. Revisiting the store, the new manager refused to acknowledge my evidence of the deduction and declined to reverse the debit card transaction due to the store being in liquidation. I filed a complaint on July 2 but have yet to receive a solution. If unresolved, I may pursue legal action to reclaim the $[redacted].00 on the gift card or have the amount credited to my debit card. Dissatisfied with Sears' handling of the situation, I have decided to no longer patronize their stores. - Janie G.

It has been more than two weeks since I spoke with Yolanda regarding a replacement number for my lawn mower. I called the provided number, and they mentioned the replacement is in the system and should be processed within 24 to 48 hours. After following up two days later on 7-3-[redacted], I was informed that the person managing this was off on Thursdays but would contact me. It has been more than 48 hours since then. It's been over 8 weeks since the mower broke down, and despite numerous attempts and hours on the phone, the issue remains unresolved. I have spent over $[redacted].00 on grass cutting services during this time. I seek a prompt resolution. My contract details are linked to my phone number [redacted]. - David C. S. from Louisville, KY

I bought a mattress and box springs online, paid in full, with a delivery scheduled for July 9. I received multiple reminders, but the delivery was unexpectedly canceled due to an additional fee for the box spring. I contacted customer service and was transferred several times, struggling with poor connections and language barriers. Ultimately, I was told to buy another box spring and pay for shipping, with the next available delivery date being eight days later. I am frustrated by the lack of clarity and the inconvenience caused by the process. It is disappointing, especially since I had high expectations from Sears. This experience has made me reconsider using Sears for future purchases, including a significant appliance order I am handling for my fire department. The additional cost for the box spring and the extended wait time are not what I expected from this transaction. Sincerely, M. Gallagher

I placed an order for an Intex 18x52 above ground pool with Sears on 6/24/18. The scheduled arrival to my hometown store was set for 7/5/18. However, on 7/4/18, I received an email and text message stating the pool was ready for pickup, which led me to rent a U-Haul truck to collect it. Upon arriving, I was informed by a Sears employee that the pool wasn't there as they didn't receive a truck that week due to the holiday. Despite numerous attempts to contact Sears and resolve the issue, I've faced difficulties reaching the warehouse to arrange for delivery. Despite speaking with a supervisor who mentioned the lack of control over the warehouse, I am disappointed by the service. I am seeking answers regarding the delivery date of my pool, the misleading order arrival notifications, the inability to contact the warehouse, and the overall customer service experience. My children's birthday has passed, and I am frustrated by the lack of resolution.

I recently experienced an issue with my less than 1-year-old refrigerator where the ice maker stopped working. Luckily, we had purchased an extended warranty with Sears at the time of buying the appliance, hoping it would assist us with service needs. After calling for repairs, we were given an appointment scheduled for 2 weeks later. Despite informing multiple representatives about the non-functional ice maker, the repairman who came was unable to fix it as he did not have a replacement part. He mentioned returning in another 2 weeks to address the problem. This experience has left me feeling frustrated and let down by Sears' service, especially since I used to believe they excelled in customer care. Unfortunately, I will not be shopping there anymore and will share my disappointment with others. It's disheartening to witness such a decline in quality service from a company that was once highly regarded.

I received the Samsung TV I ordered today, but it was obviously not refurbished by Samsung. It seems to be a returned product put in a plain brown box, missing documentation, parts wrapped in old plastic, and damaged with the frame popped off. This experience has made me question continuing to trust your company. I have contacted Sears for an exchange, but I am firm that if a product is labeled as refurbished, it should be done by Samsung and not a deceptive third-party. I am disabled and dealing with this issue causes me great distress as I am in constant pain. I urge you to ensure that any exchange is a genuine Samsung refurbished product in its original packaging with all the necessary components. If not, I demand a new product. This situation seems highly misleading and needs to be rectified promptly. If this email is not the correct contact, please forward it to Sears customer service for resolution. - M. B.

A technician recently visited to repair my Kenmore washer. They mentioned that a small screw had come off the bottom of the "drive," causing the grinding noise. Unfortunately, after the technician left, when I started the washer with a load of towels, the grinding noise persisted during agitation. The customer service I received was unhelpful; despite being promised a call from the service department for a new technician, nothing transpired. I made two calls, and during the second one, I was informed that the service department closes at 5 pm! This level of service is disappointing.

In the summer of [redacted], I purchased a ride-on lawn mower. However, it stopped working around 3-4 months ago. Sears has continuously rescheduled appointments, leading to delays in fixing the mower. Initially, a technician took a check in advance to order parts but failed to return for the installation. After several weeks of waiting for each appointment, a recent call informed me they couldn't come to fix it. If they are unable to repair the mower promptly, I would like a refund immediately, without the need to send me replacement parts for return.

I purchased a ride-on lawn mower back in the summer of [redacted], and it stopped working about 3-4 months ago. Dealing with SEARS has been a nightmare. We've had multiple appointments that were either no-shows, cancelled last minute, or rescheduled far out in the future. When a technician finally did show up, he informed us that the mower needed a new motor and required payment in advance to order it. We complied, but now they're saying the technician can't come back to fix it. They offered a refund, but it involves us receiving the part, declining it, and waiting 7-10 business days for a refund. This whole experience has been incredibly frustrating, with countless hours wasted on the phone, waiting for technicians who never arrive, and dealing with constant rescheduling. SEARS' treatment of customers is abysmal, and I am at my wit's end with their service.