Sears Customer Service Issues

We purchased a Kenmore [redacted] 25 cu. ft. Side-by-Side Refrigerator - Stainless Steel on May 7 with order no. [redacted]10 and salescheck [redacted]64. Upon arrival on May 9, we found a cracked drawer that was promptly replaced. In July, we noticed long rust-colored streaks on the door. Warranty service was requested, and Simon from Priceless Appliance Services [redacted] was sent. After confirming the rust, he suggested trying a Stainless Steel cleaner before replacing the door. Not content with this, we followed the steps but were dissatisfied when the rust reappeared. We called Trixie to request the cleaner under warranty. Despite being told it wasn't covered as it wasn't a part, we objected to paying for a temporary solution on a faulty product. Multiple frustrating calls followed, with promises of compensatory Shop Your Way points for the cleaner not materializing. We urge Sears to honor the warranty and replace the flawed door. We also question the necessity of the cleaner recommended by the technicians, contrary to the manual's instructions. Though the refrigerator works, we are disappointed in Sears's diminishing support for the Kenmore brand. Peter and Cynthia White

Regarding Case # [redacted] and Sales Check # [redacted]22, I recently purchased a dishwasher online and had it installed on July 27th. However, after waiting for 10 days for the installation, I discovered that it was not done properly. The dishwasher handle is loose, and the door rubs against the wood cabinet. I contacted Sears customer service for assistance but was unable to get a prompt resolution. The installer, Quality Kitchen, could not accommodate my schedule, and I was informed not to use the dishwasher until the issues were fixed in 10 days. This response was unsatisfactory, and I am disappointed with the lack of customer care. I was assured a call within 24 to 48 hours after filing a complaint on 7/28, but I have not received any communication. Unless someone can address the dishwasher problems today, I will return it and seek a more reliable provider with better customer service. I anticipate a timely response within the next 2 hours.

To whom it may concern, I bought a kitchen set from Sears in late May, and upon delivery, I noticed that one of the clip-on shelves in the freezer was broken. I have reached out to the Sears parts department four times to request a replacement, but unfortunately, each time I was sent the incorrect part despite explaining that the replacement part might be listed incorrectly in the system. I am disappointed with the service and the condition of the refrigerator. I believe I should receive a refund or discount as I purchased a new refrigerator, not a damaged one. Could you please investigate this matter using my account details associated with my phone number and provide a solution? Thank you for your help. ~ K. S.

I recently bought a ventless dryer from Sears.com, but upon realizing it didn't suit my needs, I returned it. It's been over two weeks, and I have yet to receive a refund on my credit card. The sales ticket number is #[redacted]68. Thank you, A. Trochut

Hello, I need assistance regarding a claim for our Samsung washing machine under our whole-home warranty. We have been trying to reach the right person for an update since before our repair appointment on June 6th. The machine is being evaluated by a committee to determine if it will be repaired or replaced, and we were informed we would hear back within a week to ten days but have not received any updates. We were advised not to use the machine due to a fire hazard resulting from a misshapen drum, which has led to various issues like not draining, a blown gasket, extended cycle times, door lock problems, and leaks. Our upcoming appointment is on June 28th with Service Order # SCCL6Q76VP. Our previous appointment's Order Number is [redacted][redacted]. Our service address is [redacted] Noyes Ln, Silver Spring, MD, and our contact number is [redacted]. The order was placed by Sheri Feld. Thank you.

Our air conditioner stopped working, and I requested a repair several weeks ago. A technician was scheduled to come last week but couldn't fix it. They rescheduled for August 14th, but now Sears informed me they don't have a technician available and don't know when they can fix it. My disabled son is suffering due to the heat, and I'm deeply disappointed with Sears' lack of service despite the payments I've made for service agreements. I demand a refund for the past year's service/warranty payments as Sears failed to fulfill their contractual obligations. This situation is unacceptable, and I need a prompt resolution. Thank you.

I bought a mini tiller from Sears in June [redacted]. After using it twice for a total of 15-20 minutes, it stopped working. I was instructed to take it for repair to two distant locations or print shipping labels to return it via UPS. However, I faced difficulties printing the labels. After failed attempts, they arranged for UPS to pick up the tiller but mistakenly sent it to someone's address. Sears is currently investigating the misdelivery, leaving me without my equipment or a refund. It has become quite a frustrating situation.

My delivery has been canceled twice in 4 days due to our address being too far. I've visited the store twice to resolve this, but the poor communication and customer service have led to food being thrown out. I've been deceived twice and it's incredibly frustrating. I understand limitations on feedback space but need more than promises to improve. I feel neglected and want a proper refund to address these repeated errors. Sears needs to offer compensation beyond waiving the delivery fee, as that should have been expected after the initial mistake.

My oven malfunctioned after running a self-cleaning cycle. Despite attempting to reset the thermostat as suggested online, pressing the button did not resolve the issue. I contacted your customer service for assistance but was met with unhelpful service and got transferred between multiple departments before the call abruptly ended with a casual farewell. This seems to be a common problem that many customers face, considering it is a straightforward issue to address. I simply seek guidance on the replacement part required if resetting the thermostat fails. The malfunction appears to be linked to a flawed design, as the oven's performance deteriorated post self-cleaning. The decision to allow such high heat levels knowing it triggers the thermostat raises questions about the design's rationale. It would be beneficial to acknowledge and address these concerns to prevent further inconvenience for customers.

Yesterday, I placed an order using the lease option and tried to use a $75 off coupon for a $[redacted] mattress. However, the discount didn't apply after I completed the order. I contacted customer service immediately for help, but the representative was unhelpful. When I asked about canceling and reordering, she informed me I would have to pay for the mattress in full. Requesting to speak with a supervisor, I was promised a return call but never received one despite multiple follow-ups. I'm disappointed with the lack of customer service I received. My order number is #[redacted]36. I would have appreciated receiving points equivalent to the coupon. Frustrated, LeAnne Beardsley.

I am experiencing ongoing issues with my refrigerator covered by the extended warranty. The ice maker is not working, the freezer is not freezing, and the refrigerator is freezing items on certain shelves. The first technician broke the ice maker and had to order a replacement, coming within the first 4-hour window. The second technician installed the new ice maker, but it still does not make ice, requiring a third appointment within another 4-hour window in 2 weeks. I recently received an email asking me to reschedule the upcoming appointment. I am frustrated by the prolonged process and lack of resolution for my appliance issues.

I purchased a new refrigerator in April [redacted] to replace a six-year-old unit that needed a compressor, which was actually under warranty unbeknownst to me. Despite having the compressor replaced in the new refrigerator, it's still not cooling properly. Despite being set to 33 degrees, it's barely below 40 degrees, which is unacceptable. We've been without a refrigerator for a few weeks now, causing inconvenience, especially since my wife needs to keep her insulin cold. Given my long-time loyalty to Sears for over 50 years, I expect better service. I kindly request a refund and removal of the faulty refrigerator.

On January 11, [redacted], I bought a G.E. microwave convection oven with the item number [redacted]0, and I picked it up on January 24, [redacted], at store number [redacted]. Along with the microwave, I purchased the 5-year in-home master protection agreement (item number [redacted]2) and the non-ducted microhood installation (item number [redacted]7). When I contacted 1-[redacted]-4MyHome, they couldn't find my protection agreement. The repairman requested new paperwork, as Sears couldn't locate the record of the agreement. Despite showing the email receipt and the store receipt, Sears still couldn't find it. Their customer service agents gave conflicting information about the protection plans and their overlap with the manufacturer's warranty. The Sears store where I made the purchase is no longer available, but the Florence, KY store confirmed my 5-year agreement. After multiple communications, Sears has failed to resolve the issue, and I believe I should receive a refund of $[redacted].99. As a loyal Sears customer with a history of purchasing various items, I expect better service and resolution to this matter.

Hello, I hope all is well. I am Ron and back in [redacted], my wife and I bought the Kenmore Elite, HE4T washer and dryer set from your company. Everything has been great until recently when the washer started making noise during the spin cycle. I suspect the bearings were the issue and purchased replacements but found out the Drum Spider had failed upon disassembly. I discovered this is a common problem in front-load washers due to chemical reactions within. The warranty covers the stainless steel drum but I faced challenges trying to get it replaced under the lifetime warranty without additional expenses and inconveniences due to the washer's location being far away. Despite escalating my concerns to multiple representatives, the solutions offered were not satisfactory. The cost of the replacement drum from Sears Direct is high, almost the price of a new washer. I seek a resolution to this matter as a long-time Kenmore supporter. Thank you for your assistance. Ronald M. L. Seaford, DE [redacted]

I bought a full set of GE kitchen appliances in June. I had several refund issues, but I managed to resolve them and paid the balance in full. However, I received another bill recently with a $29 late payment fee that I was unaware of and have never experienced in 40 years. Moreover, I received a new bill with another $29 past due fee, but I only received this bill. I'd like the late fee to be removed. I also don't understand the $90.10 charge on my bill as I haven't made any purchases. I returned the oven grate over a month ago with the UPS receipt, but I haven't seen a credit. Thank you, Janice L. 5[redacted] 4[redacted].

I am seeking assistance regarding an issue with parts that have not been shipped or followed up on. I have encountered difficulties with various customer service representatives internationally and locally. I am frustrated with the lack of progress, as my delivery is already a week overdue despite paying for expedited shipping. I urgently need to speak with a representative to locate my missing parts. Waiting further for a call back is not an option as I have already been patient for too long. Kindly contact me at [redacted]. I am located in the United States, in the Pacific Time zone, and it is currently 11:08 a.m. on a Tuesday. Your prompt attention to this matter is greatly appreciated.

While returning merchandise, I asked the young lady to help me find shoes in size 10 and a half or 11. She found the shoes in size 11 but couldn't check me out in the jewelry department. We proceeded to another register where a lady asked if we had placed an order at a kiosk. I explained my discomfort due to back and knee pain. Another woman tried to do a price check, but the machine wasn't working. I suggested pushing buttons on the screen, which didn't work. The sales clerk then mentioned she could do a price check and handed me over to another clerk who left to assist the woman needing the price check. The first register didn't work, so we had to move to a second one. I felt ignored, disrespected, and unimportant while they attended to others and left me waiting. Despite my cane and physical challenges, the sales clerk walked away from me to help someone else, which made me feel disregarded. I felt my money's worth was not acknowledged, and I addressed the importance of understanding disabilities to her before leaving the store frustrated and upset.

I am seeking to return the washer and dryer purchased from Sears. From the beginning, I have encountered multiple issues with the local Sears store. Initially, they canceled my order, then incorrectly claimed that I had canceled it. Furthermore, they billed me twice for the purchase. The delivery process was unprofessional, with the dryer being dropped off from a homemade trailer in the street by a delivery driver who seemed to find the situation amusing. Now, just a month later, the dryer has started making loud rattling noises, adding to my frustration with Sears. I am tired of dealing with their inept employees, whether it's on the [redacted] number, locally, or during delivery. I insist on returning the items without incurring a restocking fee as I no longer wish to do business with Sears due to this disappointing, frustrating, and upsetting experience. Thank you, Lori.

Hello, I placed an order with Sears Parts Direct on August 3, [redacted], Order Number: W921343. Unfortunately, the part I ordered was on back-order, which prompted me to cancel the order on Sunday, August 5, [redacted]. I spoke with Danica, who mentioned it would take 3 business days for the refund to process. Upon following up on August 8, [redacted], I was informed I was in the cancellation "queue" and it would take an additional 24-48 hours. Karlene, the floor manager during an online chat on August 9, [redacted], reiterated the same time frame. It is frustrating that the charge went through my bank quickly even though I cancelled promptly. The delay in refunding is disappointing, as it should be a straightforward process. Despite requesting escalation, there have been no assurances given. Unsatisfied, S.M.

We have been loyal Sears customers for over 50 years, but the recent treatment we received was disappointing. We purchased a Kenmore water softener with the Master Protection Agreement which expires in July [redacted]. The service on the unit has been reliable until now. After a recent service appointment in July, the tech ordered 7 parts, but only 1 has arrived so far. According to our agreement, if all parts are not received within 21 days, the unit should be replaced at no cost. However, Sears is now claiming they can't replace it because the unit is no longer available, which we found to be untrue as it is still listed on their website. We demand that Sears honor their agreement and replace the unit as promised. We are very upset about this situation.