Sears Customer Service Issues

I had an appointment scheduled to replace the water filter in my Sears refrigerator within a four-hour window. However, the service person arrived without the necessary part, stating it needed to be ordered. I was disappointed that I was not informed in advance, resulting in wasted time and additional costs. Despite not having the part yet, I received a robocall for another appointment tomorrow, causing more confusion. After enduring a 14-minute wait on the phone, I had to call multiple times before communicating my concerns. The service person even attempted to reschedule the appointment, although the part was still unavailable. This level of customer service from Sears is unacceptable, especially when I was instructed to call back only after the part arrived.

We have a comprehensive Home Warranty through Sears. Our American Standard Heritage 18 Central Heating and Air unit has been non-functional for a month due to a free-on leak. Despite the warranty's clear coverage for 'repair or replace' with a maximum claim per item of ten thousand, we are only being offered a cash option of fifteen hundred. Living in Florida with kids and pets in extreme heat has led to mold issues impacting health. We urgently need Sears to honor their promise and authorize the replacement of the entire system with a comparable unit.

William Feinstein [redacted] Bug Hill Road Ashfield, MA [redacted] Tel: [redacted] Email: [redacted] July 14, [redacted] Re: Order # [redacted]26 Sears National Customer Relations [redacted] Beverly Road Hoffman Estates, Illinois [redacted] Dear Sears Customer Service, I am writing to address the ongoing issue regarding Order #[redacted]26. Upon receipt, the Almond Butter in the purchase made by my wife, Deborah Sherr, was found to be rancid, despite the significant cost of $[redacted] for the case. Initial attempts to contact Sears via email resulted in unhelpful responses from a "no-reply" address, leading to further frustration. Subsequent phone conversations proved unproductive, with language barriers and unsuccessful attempts to reach the vendor. I am requesting a full refund for this purchase and would like to express my disappointment with the level of customer service experienced. Regrettably, this may impact future interactions with Sears.com. Sincerely, William Feinstein Cc: [redacted]

I had another disappointing experience picking up my Sears order. Despite being notified it was ready, I waited in my vehicle for what felt like an eternity. Eventually, I had to go inside, only to be told they couldn't find most of my items. This has happened before, and it's frustrating that the supposed 5-minute guarantee isn't honored. No effort was made to improve the situation. I have screenshots of the in-vehicle delivery timer showing the extensive wait.

I purchased a stove from your store, and encountered several issues. When I noticed the receipt didn't include the takeaway and hose, it took a long phone call to add the takeaway, and I was told to buy the hose in-store. At the store, there was confusion and I had to wait while the salesman found the right hose. When the delivery arrived, the hose was incorrect, and the stove had a dent. After speaking to customer service and the delivery driver, Sears only offered $[redacted] refund for the damaged item, not the promised $[redacted]. This experience was a nightmare, and it has made me hesitant to buy a refrigerator from Sears. Time is precious to me as my wife is in a nursing home. I am disappointed with the service and unsure about future purchases from Sears.

I placed an order (#[redacted]95) for delivery today, July 16th, but I never received a call to set up a delivery window. Despite checking the order status online still showing today, I called and was informed it was scheduled for tomorrow. I had to take a day off work today and now need to take more time off. The lack of notification about this change left me extremely disappointed. It's been over two weeks since I ordered, and the customer service representatives I spoke to were unhelpful and showed little concern. They made no effort to correct the situation or offer any compensation for the inconvenience caused. I was hoping for some kind of resolution, but was told there was nothing they could do. This experience left me very disappointed.

I have been trying to contact customer service by phone but have not received a response. I recently bought a Kenmore Air Purifier and have some queries about its function. The green lights on the control panel are flashing while the purifier is running. I am concerned about the control panel itself as I had difficulty turning it off with the power button once and had to unplug it. The buttons work initially but appear to lose effectiveness during use. The manual I received mentions models [redacted]0, [redacted]0, and [redacted]0; unsure which one I own. I appreciate any assistance you can provide. Thank you.

I require a repair for a [redacted] Kenmore refrigerator. I contacted [redacted]-4-my-home to schedule an appointment but was transferred five times. I have already diagnosed the issue; the motor for the fan cooling the compressor is not working. I learned that without purchasing a costly warranty, I'll need to pay a $89 diagnostic fee in addition to parts and labor costs. I wonder why I must pay $89 when I know the problem. Due to the distance to the Sears store, I no longer shop there. At 76 years old with limited income, affording both medication and unexpected repair costs is difficult. I feel the system takes advantage of people. Though I was a loyal Sears customer, I won't be returning. Thank you for your attention. Glenda C.

My Sears Rewards account is currently suspended, preventing me from using my points. I bought two kayaks on July 5th, which should have earned me $[redacted] in points. Unfortunately, I received the wrong kayak when I went to pick them up. After contacting customer service, they mentioned they would refund me and order the correct kayak again instead of sending the right one to the store. I made it clear that if they had to reorder, I wanted the points for the purchase. However, my rewards account wasn't used for the second kayak purchase, leading to me not receiving the points for it. Yesterday, when I tried to use my points at the store, I was informed that my account was suspended. I'm requesting that my account be reactivated, along with the $[redacted] points that I should have earned. Overall, this has been a frustrating experience for me.

I ordered a [redacted]-piece mechanics tool set (order # [redacted]07) for delivery to my home. Unfortunately, the package arrived in a flimsy box and the tools were scattered since the box was placed upside down during shipping. Additionally, a locking panel was broken. When I contacted customer service, I was told to exchange the set at a Sears store, but at a higher price since it was no longer on sale. The alternative was to wait for a return label to be mailed and have UPS pick it up, which I found unacceptable. I requested a new set to be shipped and the faulty one picked up, but was told this was not possible. The customer service made me feel at fault, and when I asked for a supervisor, I was informed it would take hours to speak to one. This experience has left me disappointed in Sears' deteriorating customer service, as they used to have a great reputation. I aim to return the item, close my Sears account, and share my poor experience with others.

Hello, I accidentally ordered a clarinet that was not the product I intended to purchase. I promptly cancelled the order, which now shows as opened and "resolved" on my end. Despite numerous attempts to contact customer service, I keep getting redirected to a third party who promised to email me a solution but has not done so. I reached out to the seller three business days ago with no reply. I canceled the order as soon as possible and never intended for it to be delivered to me. I plan to return the clarinet, but I am requesting the shipping fees be waived given the mistake. My main goal is to receive a refund for this error. I am concerned that delays may prevent me from returning the item within the necessary timeframe. I feel frustrated with the current communication process and would like to know how I can escalate this issue.

I want to confirm that the necessary details have been received regarding my refrigerator repair issue. A technician came in early June to diagnose the problem and scheduled a repair for June 14th. Despite changing our vacation plans to accommodate the repair appointment, just before 1 pm on the 14th, I was told they needed to reschedule. This was incredibly inconvenient as we had already waited all afternoon. Furthermore, groceries bought in preparation for our return from vacation spoiled due to the delay. I requested to waive the diagnostic fee and was offered a 20% discount. When the technician couldn't fix the fridge, I followed up for a refund as advised, but never received a call back. The suggestion of a gift card was not what I was promised and I insisted on the refund. Additionally, a water filter we ordered was never received, resulting in a refund request. The lack of follow-through and unfulfilled promises have left me extremely dissatisfied with the customer service received from Sears, despite being a loyal customer.

I bought a Craftsman Riding Mower (order number [redacted]55) on June 4, [redacted]. Upon using it for the first time, I noticed a significant vibration that hindered its operation. Despite multiple complaints and repair attempts by a technician from Alex Mobile Mower Repair company, the issue persists. On July 16, [redacted], the repairman took the mower to their shop but was unable to solve the problem. As the mower has been dysfunctional since I received it on June 7, [redacted], I lack confidence in its reliability and request for it to be returned. I urge for the charge to be removed from my account, as well as reimbursement for the additional $[redacted].00 spent on having my grass cut while the mower was inoperable.

I recently had a Sears Kenmore washing machine repaired at my home. Unfortunately, the repairman did not provide me with a receipt for the service and parts. I only have confirmation of payment through my bank on July 12th. I urgently need a copy of the receipt for my records, as I have not received it since the repair three weeks ago. My details are as follows: Charles G. [redacted] N. Pierce Street Milwaukee, WI [redacted]

I purchased a refrigerator on 7/6 for delivery on 7/17, but no delivery occurred despite numerous calls to the service. After speaking to the store manager, it was clear that customers weren't receiving pre-delivery calls. When rescheduling for 7/23 due to a family event, I was not informed of the delivery time. After contacting the delivery schedulers, they gave me a 9am to 9pm window. However, I later found out that deliveries are not done on Mondays in Billings, MT. I am frustrated with the lack of communication and the inconvenience caused by not being informed of this policy from the start.

I am extremely dissatisfied with the service I received when trying to order a fridge door gasket from Searspartsdirect/Dallas, Tx. I was given incorrect information multiple times about the availability and shipping of the part. This whole ordeal caused a significant impact on my mother's health as her medication was stored in the fridge. Due to the delays, she experienced unnecessary suffering and her health deteriorated. I have tried to remain patient throughout this process, but the situation has become intolerable. Unless my refrigerator is replaced, legal action will be taken. Contact me at [redacted] or [redacted] (cell).

I purchased a defective steering control box from your company and requested a replacement. However, I feel that the replacement was not done as there is still excessive play in the steering which is affecting my tires. The staff I dealt with was rude both over the phone and in person when addressing the issue. Despite being promised a lifetime warranty, I was not given any clear answers on the status of my replacement part. The lack of communication and follow-up has caused inconvenience as this is my work vehicle and is also used to transport my children. I expect either a new steering control box along with tire replacement, with the faulty part being shown to me upon installation or a full refund to take my business elsewhere. Your attention to this matter is appreciated. Thank you. Jeremy P. Bray

I had numerous issues with ordering a Ping Pong table from Sears. Despite spending hours on hold and speaking with their Customer Service representatives, I made no progress. After submitting a complaint to the BBB, I received an email from Tammie Shurbet at Sears. She informed me she was still working with the inventory team to resolve the issue. Frustrated, I found a table in a different color but the same model. Tammie agreed to a $50 refund and 10% off, which she incorrectly calculated as $85 instead of the $99 it should have been based on a $[redacted] table cost. Despite my request for a refund to my debit card, Tammie later claimed it wouldn't be possible and promised a physical check within 7-10 business days, which did not arrive. Several attempts to contact her have gone unanswered. I am extremely disappointed with Sears and feel deceived. I will no longer support them due to their dishonesty and poor customer service.

I bought a new Kenmore Microwave Hood Combination on July 3, [redacted]. However, on July 23, [redacted], while using the vent to let out steam from boiling water, the vent fan suddenly turned off, the microwave started running without my command, and all buttons became unresponsive. I could only stop it by opening the door. To shut it off completely, I had to reset the circuit breaker as the buttons wouldn't work. I faced the same issue the next morning, having to reset the clock and experiencing it shut down on its own. I had to reset it repeatedly, worried that it might turn on by itself and cause a fire. Given that it's only been less than 3 weeks since I purchased it, I believe I need a replacement for this faulty unit.

I am reaching out regarding the service I received in relation to my recent order. I purchased a [redacted]-piece socket set from Sears with order number [redacted]16 on June 4th, but upon arrival, I found that there were 20 sockets missing. I contacted Customer Service, and they advised me to return the set for a credit. I re-ordered a new set during this call. However, after being refunded $[redacted].87 and having $63.41 placed in a shopping cart on my PayPal account, I noticed the remaining $63.41 was not returned to me. Despite multiple assurances from Customer Service, the money has not been refunded as promised. I have been waiting for over a month, and my repeated calls have not resolved the issue. This delay is causing me inconvenience as I am unable to pay for the replacement set I ordered due to Sears' mistake. I seek assistance in resolving this matter promptly.Thank you.Joseph P. [redacted] Holly Dale Drive Spruce Pine, NC [redacted] Order Number: [redacted]16