Sears Customer Service Issues

In August [redacted], my spouse and I bought a Kenmore washer from the Sears store in Grants Pass, Oregon. The washer began making strange noises during cycles while still under warranty the following year. The service technician who came to fix it suggested there might be coins beneath the wash tub causing the problem. He had trouble removing the nut holding down the wash tub and ultimately couldn't fix it. Another repairman I called later confirmed that debris was causing the issue, and the washer stopped mid-cycle and started humming. Feeling like Sears should address this manufacturing issue, I am disappointed by the service received. Hoping to have another Sears repairman revisit to address the problem, as we have always been loyal customers. I will hold off on another service call until speaking with someone in management. The washer is a Kenmore, model number [redacted]1, serial number C[redacted]. Thank you, Gary and Tammy B.

Hello, I bought a Kenmore refrigerator/freezer in the Fall of [redacted]. I've had a technician visit 3 times for a faulty ice maker and just scheduled a fourth appointment as it's still not working. Unfortunately, my freezer isn't functioning, and I'm facing food loss. Despite requesting an extension of my warranty due to these issues, customer service informed me they couldn't help. I kindly ask for a complimentary extension of my warranty considering the ongoing problems with my appliance, which is not even 5 years old. I'm worried about future freezer troubles and seek compensation for the food loss. My upcoming appointment is on Thursday, February 14, between 10:00 am and 2:00 pm. A swift response is appreciated, as replacing all the food isn't feasible for me. I'm truly dissatisfied with this situation. Sincerely, D. Palma 45 Merrimac Street #16 Woburn, MA [redacted] [redacted] (home) [redacted] (cell)

I own a Sears Kenmore Elite refrigerator, and I have been having trouble with the interior lights staying on continuously. Last October, I paid $90 for a technician who identified the electronic control board as the problem. Recently, I contacted the safety recall line and was assured a technician would arrive the next day between 8:00 and 12:00, but no one came or called. After calling again, I was informed there was no record of my previous call. Eventually, after several frustrating conversations where I was hung up on twice, I was able to confirm that the electronic control board has been ordered and should arrive later this week. I am disappointed with the service I received, especially after being a loyal Sears customer for 43 years. I hope Sears can resolve this safety recall issue promptly and that I can continue to trust in Sears as a company.

We bought 6 appliances from Sears on 11/18/[redacted] with receipt # [redacted]80. We also purchased 3-year warranties for each appliance, expecting them to start on the delivery date of March 10, [redacted]. Recently, when I inquired about the third yearly warranty check, I was informed it had already expired on 12/31/[redacted], a date from which I was unaware the warranty started. Despite annual checks in [redacted] and [redacted], the discrepancy in the start date is frustrating. The supervisor I spoke to was unable to help, and I lack official documentation of the actual delivery date. Considering the delays in our house's construction until February 4th, [redacted], it seems implausible that the appliances were delivered on 12/31/[redacted]. I've always been satisfied with Sears appliances and am disappointed by the lack of flexibility in this situation. I hope this can be investigated and resolved promptly so we can receive the third year service we paid for. Lee and Donelle K. [redacted]

I put an item on layaway for $[redacted].99, using a $35 discount coupon and free delivery valued at $69.99. After making a payment of $40.56, I received an email stating my new balance was $[redacted].51. The next day, I got a notification that my total had jumped to $[redacted].50. I'm confused as to why the coupon and delivery fee were added back after my initial payment. It's frustrating that my contract was altered post-payment. I'm displeased with SEARS over this error and the fact they want to charge me to cancel the contract due to their mistake. I urgently need someone to address this issue before my next payment is due. Hoping for a resolution before the layaway term ends, as I can't wait until it's paid off to get a refund. My layaway number is #[redacted]45, and I'm willing to share my contract via email if necessary.

I am lodging a complaint regarding Sears' customer service representatives. Today, I was disconnected three times while attempting to address an issue with my dryer. I scheduled a repair for my non-heating dryer, paying $89 as advised by the representative I spoke with. Despite trying to reach a manager from work, each representative, particularly a female named Alex, repeatedly hung up on me. Frustrated, I arranged another appointment to emphasize the $89 fee, but my message wasn't received. Unable to be at home when the maintenance person arrives, I feel mistreated and disrespected. I seek resolution as I'm dealing with caring for a sick premature baby and cannot afford a work absence. It is distressing to face rudeness from employees amidst daily challenges. For contact, please reach me at Long County Elections Office at [redacted]. Sincerely, R.W.

My name is Julie M. I have been a loyal customer up until last Sunday, 2/10/19. I visited the Whittier store in the Whittwood Town Center without realizing it closed at 7pm. Rushing to a register after learning they were closing, I needed items urgently for my family's funeral the next morning. However, at 7:01pm, I was informed all registers were closed, with no apology, just a smile. This experience at Sears disappointed me greatly. The store closed the registers before all customers had finished their transactions, which is not what I have encountered before. It was frustrating to miss out on a $[redacted] purchase due to just one minute past closing time. Perhaps better customer service training is needed for the employees. My time and effort were wasted on items I was not allowed to buy.

I scheduled a repair appointment and waited for about two weeks until service was available. I even took the day off to be home. I received phone, email, and text confirmations for the appointment. Suddenly, 12 hours before, I got a text saying the appointment was rescheduled for two weeks later. It's frustrating to have plans changed last minute when I had already made arrangements based on confirmations from the service department. The service representative informed me they wouldn't send a repairman to my area. I live 13 miles from Syracuse and about 14 miles from Auburn. I asked if there was a repairman available in Syracuse on 2/15, but they couldn't confirm. It's been two months without my appliance working. I expect Kenmore/Sears repairs to honor the original repair date of 2/15/19 from 08:00-12:00 even if they need to rearrange their schedule. Fix the appliance as agreed.

For more than a year, Sears technicians have visited my home over ten times to address our leaking refrigerator issue. Despite multiple service visits and part replacements, the problem persists. Three service numbers - SCCM1WJF2L-1, -3, and -4 - have been provided, with no resolution. Working for Home Depot, I understand the importance of resolving customer issues promptly. The prolonged inconvenience has not led to a replacement or reimbursement for spoiled food. Your attention to this matter would be greatly appreciated. Michael Butler, a loyal customer from 51 Oakland Street, Irvington, NJ [redacted], can be reached at [redacted]. Thank you for your assistance.

I have been a loyal Sears customer and cardholder, making regular purchases since at least [redacted]. My recent experience at the Tampa Northridge store has been disappointing. Despite returning Levi’s jeans I bought for my husband with the receipt, I was told I couldn't exchange them due to being past the time limit, although I just wanted the right size, not a refund. The manager on duty, Nancy Hernandez, refused to make an exception, citing the store closing soon. The lack of compassion and service was evident throughout. I strongly believe in prioritizing customer satisfaction and providing exceptional service, which seems lacking at this store. I request a full refund and an apology for the poor treatment we received. Unless this is addressed, I am considering taking my business elsewhere, as demonstrated by my positive experience at Kohl’s.

Our refrigerator has been non-functional since January 8th. We requested service, but the technician's first available date was January 30th. Upon arrival, he did not bring the necessary parts. After his return on February 15th, he advised us it would take up to 48 hours to cool down, but it's been four days and the fridge is still not cooling. He mentioned his next availability is not until February 25th due to prior commitments. Despite our patience, this prolonged wait has caused my husband to miss work. We are extremely frustrated and request a replacement refrigerator at no cost due to the poor service we have received.

To: Sears Customer Service ([redacted]) Hello, I recently spoke with a customer service manager named Calvin who advised me to email you regarding my recent experience with a refrigerator delivery. Yesterday, a new refrigerator was delivered to my address at [redacted] Blowing Point Place, Jupiter, FL. Unfortunately, the refrigerator arrived dented, causing me to lose a day's pay as I had to take the day off work for the delivery. Despite my efforts to reschedule a new delivery to avoid losing more pay, there was a miscommunication with the delivery team today. They attempted to deliver without providing the 30-minute call ahead as promised, resulting in me missing the delivery and potentially facing job repercussions for taking three consecutive days off. I am seeking assistance to reschedule the delivery for tomorrow, Wednesday, February 20, preferably after 4 o'clock to accommodate my work schedule. My phone number is [redacted]. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance. Jessica Terracuso

I am unhappy with the customer service at your Bloomingdale, IL store today. Initially, I had trouble finding where to pick up my online order due to lack of signage. When I finally found the pickup area, the terminal was out of order. After waiting with another customer, an associate helped her first and then assisted me, but the service was lacking. The female associate I spoke with did not believe Sears offers same-day pickup even though it is advertised on the website. When I discovered I had ordered the wrong size boots, the situation was not handled well. The associates did not communicate properly and left me feeling disregarded. The lack of basic courtesy and professionalism in such a situation is disappointing, especially for a well-known retailer like Sears.

Since October 25, [redacted], I've been attempting to have my Whirlpool refrigerator's ice bucket repaired. A Sears technician confirmed on the same date that a new ice bucket set was needed since the current one couldn't be fixed. However, the Whirlpool parts department mentioned that the required ice bucket set (#WPW [redacted]6) was no longer being made and no alternative was available. Despite reaching out to 10 Sears representatives and sending two letters to the corporate office in IL, I haven't received any assistance or resolution after four months. I'm hoping to have my refrigerator fixed or replaced under the Sears Protection Agreement to avoid taking legal action for breach of contract.

I have had Sears senior service technicians visit my house six times since July [redacted] and have spoken to customer solutions multiple times. Despite replacing all parts and electronics, three senior technicians have deemed the dishwasher unrepairable. The technicians have clearly noted this in their work orders. This back and forth process is inconvenient and costly. Despite three consecutive visits stating the dishwasher is unrepairable, I am being told another visit is necessary. I am frustrated and need Sears management to authorize a replacement for the unit as it has been declared unrepairable. Thank you.

I have received approval for a mattress exchange. The mattress I want to select is priced lower than what I paid, and the cheaper options would not result in a refund for me. Choosing a higher-priced mattress would require me to pay extra. I find this situation unfair as I am unable to receive any refund for selecting a cheaper option. To resolve this, I propose being allowed to choose a mattress that is approximately $50 more than my approved amount, considering I won't get a refund for a cheaper one. I request someone from the Corporate office to reach out to me before my approval expires in 30 days. Thank you for your prompt attention to this matter.

I have been a customer for over 30 years and I am very disappointed with my recent experience. I called in early February to schedule service for my covered stackable washer/dryer under Master Protection Agreement #[redacted][redacted]. Despite several rescheduled appointments with Next Appliance, they failed to show up and did not contact me on the correct number provided. Each time, they called the wrong number, causing further delays and frustration. After multiple attempts to resolve the issue with Sears, including being initially told my item was not covered, I was finally promised another appointment for 3/1, over a week away. Despite seeking help from various departments within Sears, I have missed three days of work due to their and Next Appliance's poor service. As a loyal customer, I expected better treatment than this.

This is the second time my Kenmore refrigerator (less than 2 years old) has had issues requiring a service call. This time, the compressor needs to be replaced. I took off work to be here for the service appointment between 1-5. At 4:25, I called to confirm the arrival time and was told the service technician was on the way. After no one showed up by 5:50, I called again, only to find out there was no service call scheduled. Not only was I not informed, but the service guy decided not to come without notifying us. I spent almost 3 hours on the phone trying to get answers, getting transferred and disconnected. Now, I have to take more time off work and wait another week for the service. I have been without a refrigerator for over a month. I expect adequate compensation for the lost time and the poor customer service. A Sears gift card is not a sufficient resolution.

I am incredibly frustrated with my recent online washer and dryer purchase from Sears. After my old washer broke and repair costs were high, I decided to order a new set. The customer service representative assured me that the machines were in stock and would be delivered promptly. Despite promises, it's now February 3rd, and I still have not received my order. I have received multiple delivery date cancellations, with the latest update being that it won't arrive on the 25th with no alternative date provided. This situation has left me without a washer, forcing me to rely on alternatives like ordering a pedestal and sidekick from Home Depot. I prefer doing my laundry at home as a professional who values well-kept clothes. The split order with two different order numbers, #[redacted]25 & [redacted]7, raises concerns about the entire purchase process. As a long-time Sears customer, this experience with delayed delivery and lack of communication is disappointing and stressful. I am eager to know when I can expect the arrival of my LG WM9500HKA washer and LG DLFX9501K dryer and seek resolution from Sears promptly.

I need assistance with an online order issue. I was charged for three items separately, and my dryer, part of a combo purchase with a washer, is missing from my account. Customer service claims there's no record of the dryer order, despite screenshots showing the purchase and previous communication confirming its availability. The new price for a single dryer is higher than the bundle price. I don't want to pay extra due to misinformation. I'm willing to return the items if this matter is not resolved promptly. I expect the company to honor the original deal without additional costs. I can provide screenshots of the chat and credit card statement if needed to rectify this situation quickly.