Sears Customer Service Issues

I have a concern regarding a recent bill I received from SEARS regarding a repair cost of $[redacted].28. The bill claims I haven't paid, but I made the full payment on 2/28/[redacted] to the technician on-site. I have the technician's confirmation number - [redacted][redacted]. The bill references Repair Services in Plano TX with Ref no:[redacted]0YFHY3, TRAN CD [redacted] SIC CD [redacted]. I am frustrated that SEARS does not offer an option to dispute bills over the phone or on their website, forcing customers to send physical letters. This outdated method is inconvenient and lacks proper documentation. I seek immediate written confirmation that I do not owe any outstanding amounts, preferably via email. It is important for me to have this issue resolved promptly without resorting to traditional mail. I hope SEARS can address this matter efficiently to prevent any negative impact on my credit score and to maintain a positive customer relationship. Thank you, Cheryl S.

In June [redacted], I purchased a Craftsman weed wacker with model number [redacted]72. Despite having it repaired twice under warranty for the pull start issue, I have faced continuous problems post-warranty. After my recent attempts to resolve the matter over the phone with Sears, I am disappointed. During my calls, I encountered difficulties with agents taking too long to address my concerns accurately, being transferred back and forth between departments, and ultimately being told that Sears could not assist me. Despite requesting a replacement or even a credit towards a new purchase, I was denied the help I was seeking. I hope Sears can reconsider their stance as I have been a loyal customer for many years.

Contract: [redacted]18 I recently had a layaway that was canceled unexpectedly even though I had requested an extension due to financial hardship. The majority of the $[redacted].00 layaway has been paid, and I cannot afford to lose what I have already invested. I am disabled and ordered a treadmill for exercise as advised by my doctor. After speaking with corporate, I thought the extension was granted, but today I discovered the layaway was canceled when I tried to make a payment online. I urgently need the layaway to be reinstated and require assistance from the online layaway department. Your help in resolving this issue would be greatly appreciated.

I am extremely disappointed with the consistent misinformation I have received regarding appointment times for my Kenmore refrigerator service with Sears Home Services. Despite being promised an appointment for the next day, upon double-checking in the morning, I discovered no appointment was scheduled. I was only given the next available slot on May 14th. I am shocked by the lack of professionalism displayed by employee T, who accused me of lying and being difficult. This situation has occurred before, making it even more frustrating. The disrespect towards customers and the apparent lack of accountability within the company is disgraceful. I urge Sears to review my initial conversation where it will be clear that I was indeed given an appointment for today. It is disappointing to witness such poor customer service and I have no choice but to wait until May 14th for any resolution.

I bought a washer from Sears and after only using it twice, it broke in just 2 months. I scheduled a service appointment, but the technician called in sick. The second appointment was not honored and rescheduled without confirming with me. Furthermore, the technician who came had trouble understanding basic words like "exposed." Subsequent appointments were either no shows or the technician falsely reported attempting to visit. This has left me without a functioning washer for 6 weeks despite having a new one from Sears.

I have noticed discrepancies in my recent online order #[redacted]40. The displayed total amount of $1,[redacted].15 includes an incorrect item price. The receipt shows the item price as $[redacted], without the additional discount for the Tax Day Event I applied at checkout. Additionally, a delivery charge was included despite selecting "Free Delivery" during checkout. Furthermore, the total amount did not reflect the applied Coupon Code: SEARS35OFF300, reducing the total cost by $35. The correct total for my order should be $[redacted].36. I have a screenshot of my cart as proof and kindly request SEARS to refund the difference. My account associated with this order is under the email [redacted] Thank you.

I recently placed an order online and mistakenly found out it was scheduled for pickup in Kennesaw, GA instead of Orlando, FL. Upon checking, the order was marked as picked up, which is not possible as I did not pick it up and it's [redacted] miles away. I suspect someone fraudulently obtained my order. Despite contacting customer service twice, experiencing long hold times, and facing unresponsive store phone lines, I have been unable to resolve this issue. I urge for the charge to be removed and Amex to be credited. A new order was placed through Paypal for the Orlando store, further proving my situation. This experience with Sears has left me disappointed and I seek a resolution promptly. Thank you. Best, Steve B. Orlando, FL

I purchased two pairs of earrings at the Tanforan mall store on April 20, [redacted]. They were advertised as cubic zirconia and sterling silver earrings. Due to my nickel allergy, I opted for two pairs on sale for $20 each instead of $[redacted]. However, after wearing one pair for a few days, I noticed redness, irritation, and discharge from my earlobes, indicating an infection. Concerned, I removed the earrings to find the ear area discolored, revealing nickel underneath the silver paint. I cleaned them, only to discover they were not sterling silver as claimed. I am disappointed and frustrated by this misrepresentation. Had I continued wearing them, it could have led to a serious medical issue requiring treatment. I am seeking a private resolution and a refund of the $40 spent on these earrings.

On March 8th, a Sears technician ordered a part for my Samsung TV. It arrived the next Wednesday, but was not new, causing the picture quality to worsen. The same part was then re-ordered on March 15th, but it was discontinued in [redacted]. Despite being informed by the manufacturer, Sears claimed it was on back order and delayed a decision until April 17th. Finally, I was offered a $[redacted] replacement TV, which felt inadequate for my $[redacted] TV. After expressing my concerns, the representative abruptly ended the call. Several follow-up calls were promised but never happened, prolonging the issue. I was left unsatisfied and offered no option for an upgrade without extra cost. I was instructed to purchase a gift certificate from ABT.com to cover the difference, but the promised contact never came. Despite my loyalty to Sears over the years, the lack of resolution and communication have been disappointing and I am eager to have this situation resolved promptly with the TV replacement.

I encountered an issue at Sears with my Craftsman Grass Shearer that needed replacing under the Tool/Exchange policy. The clerk offered me a Stanley shearer of inferior quality instead of a similar or better one. Initially, I was told to accept a gift certificate for a replacement, but after some discussion, I received the shearer as an exchange. However, the clerk mentioned that the new shearer wouldn't be covered by Sears and advised me to reach out to Stanley for warranty coverage. This goes against Sears' Tool/Exchange policy of providing like-for-like or better replacements. Is there someone at Sears who can rectify this situation and ensure compliance with the policy?

I have been without a refrigerator for over a month and a half due to unavailability of an obsolete part. Despite multiple attempts, they keep ordering a refrigerator thermostat for the freezer which does not work. I have lost a significant amount of food due to this issue. Several technicians have confirmed that the freezer needs a new thermostat, but only the refrigerator thermostats are in stock. The unit is deemed unfixable, and I am frustrated with the wrong parts being sent. I'd like them to honor the contract and replace the entire refrigerator as promised. Case no.[redacted].

I had an extended warranty on my LG washer/dryer. Recently, during a routine inspection, the repairman replaced the bearings in the dryer. However, following the replacement, the dryer stopped drying properly. Despite scheduling another appointment for repairs, communication was lacking as I missed the repairman's call. Now, I have to wait until May 10 for the next available appointment. This extended period without a functioning dryer is frustrating, especially considering it was working fine before the initial repair. I've been promised a call if there are any cancellations, but I'd like a resolution sooner and request a repairman come today. I've spoken to multiple representatives who could only confirm the existing schedule.

Today, we had a clothes dryer repair that cost $[redacted].00, which seemed high but still better than buying a new dryer. The repairman quickly diagnosed and fixed the issue in about 45 minutes. When I received the invoice later, I noticed the part was only $13.00, and the diagnostic fee was not deducted from the total. I paid $[redacted].00 for the labor, which felt excessive. This situation feels like exploitation, especially towards a retired senior with Parkinson's Disease. I believe I should receive a partial refund for this unfair pricing.

I have received a bill for a repair service that was paid on 4/9/[redacted] using my Bank of America debit card. Despite initial payment processing issues, the technician managed to successfully process the payment as seen on my bank statement. I have tried three times to address this by phone but have not found a resolution. One Sears operator asked for my full Bank of America debit card number which I hesitated to provide. Even after sharing it, she was unable to assist. I am seeking a contact number to effectively resolve this issue.

In March, a repair technician from your company diagnosed our dishwasher needing a part replaced. After a $[redacted].32 payment, the repair process began with the understanding that the part would be installed upon its arrival. However, a different technician later found the initially ordered part was incorrect and placed a new order. Despite several cancelled appointments via your automated system, a third technician eventually arrived only to find out the newly ordered parts were still not the solution. After consulting with a colleague, a decision was made to refund the payment. Unfortunately, the unnecessary parts were taken by each technician. I now have a broken dishwasher due to a misdiagnosis, out of pocket, and an unhappy spouse. I kindly request a refund for this problematic transaction.

I need help with my Craftsman roofing nailer. The feed spring is broken, and I tried to get a replacement but was told it's unavailable. The nailer I have is #[redacted]40 item #[redacted].00. I'm frustrated there's no after-market option available. This experience makes me question Sears' customer service. Without a functioning nailer, I can't use it. I had a similar issue returning 9" lineman pliers that were discontinued. The store closed down afterward. If this isn't resolved, I will avoid Craftsman and Sears products in the future.

I had an issue with returning a set of 9" lineman pliers for replacement at Sears. The employee threw them into a locked box and claimed they were discontinued, advising me to buy a different size. When I requested my old set back, they couldn't open the box as no one had the key on site. Additionally, I own a Craftsman coil nailer (roofing) with a broken feed spring (Model [redacted]40). Sears Direct lists the spring as #[redacted].00 and the pin as #[redacted].00. Despite being reassured the part was available during an online chat, I later discovered conflicting information. Sears Direct shows the parts, but I am frustrated by the lack of availability at the store. If I can't get the parts needed, I'll have to reconsider buying from Sears or Craftsman again, despite having purchased various items from them in the past.

Service order # [redacted]7 for service unit [redacted] was completed on March 29, [redacted]. The service technician declined payment by check or credit card and said an invoice would be sent via USPS. Despite receiving an email payment receipt, we never got the promised paper invoice. We prefer paying in person or by mailing a check as we've always done. After my wife spent an hour and a half on the phone today, May 7, [redacted], she couldn't resolve the issue. Unhelpful conversations led to frustration, including being given incorrect phone numbers and poor customer service. The supervisor my wife spoke to abruptly ended the call when payment options were discussed, offering online payment or collections, both unsuitable for us. Concerned about Sears’s customer service quality, we are reconsidering our loyalty. We insist on paying by check or credit card in person, and we seek assurance of receiving a mailed bill while evaluating continuing service with Sears. Contact from an authoritative person would provide reassurance and resolution. Jerry and Linda Durbin

I had a technician return for the second time to repair the washer after the correct parts finally arrived. However, the second technician spent 2 1/2 hours but the washer still didn't work after the refurbished part was installed. Now, I have to wait another 10 days for a follow-up appointment. I'm frustrated with the lack of communication between the technicians, causing a delay in fixing the washer. When I contacted Sears about this issue, I was passed around to five different people, with some having trouble hearing me. I need assistance in resolving this ongoing problem.

I ordered 2 dress shirts size 19 neck and 34/35 sleeves, but received 2 shirts in different sizes. After contacting customer service, they provided a return label for a refund and advised me to reorder. Unfortunately, the replacement shirts were also incorrect. It seems like they may have just resent the same shirts. Currently, struggling to reach customer service as I've been on hold for extended periods and faced disconnections. I'm hoping to resolve this and request a return shipping label for a refund, as I won't be placing another order.