Sears Customer Service Issues

My mother-in-law bought an LG refrigerator in December [redacted] and has spent nearly $[redacted] on repairs over the last 2 months. This cost doesn't even include the spoiled food or the time wasted waiting for technicians. We've had 3 technicians come out, and only the most recent one told us that the parts won't fix the issue. I spoke with Sears customer service yesterday, and the representative, Cristy, was incredibly rude. I'm hoping for a better resolution, and someone from Sears to reach out to us via email or phone to address this ongoing problem. We've already contacted the Better Business Bureau due to the poor handling of this situation. You can email me at [redacted] or call [redacted]. This issue with Sears seems to be a recurring problem, as noted on various internet platforms. Thank you for your time and assistance.

I had an appointment at 9:00 at Sears Tires in Downey, CA, to replace all 4 tires. Unfortunately, I am unsure about when they actually started working on my car. Initially, they mentioned it would take 1-1.5 hours, but upon arrival, I was informed it might be around 2.5 hours. Now it has been 3.5 hours, and they mentioned an additional wait of 1 hour. When I inquired, Anabelle explained they were backed up due to multiple appointments coming in simultaneously. It's frustrating to wait for 4 hours for a simple tire change after scheduling an appointment. This experience makes it hard to recommend this shop due to its poor customer service. The lack of on-site management adds to the disappointment. I hope the store addresses these issues promptly to avoid losing more customers. It is essential to stick to appointment times to prevent such delays. If I had known it would be like this, I wouldn't have chosen this shop.

I am Sandra J. Jones from Philadelphia, MS. A few years back, I settled my Sears Charge Card, but it got sent to a collection agency due to non-payment. Currently, my wages are being garnished for a bill I already paid. I am seeking assistance in locating proof of payment for the Sears bill to rectify this issue, as it appears the bill was sent to collections right after I cleared it. Kindly advise on how I can resolve this situation and obtain a receipt confirming the payment. Thank you for your help.

I have two concerns regarding my recent orders: 1. Order # [redacted]73-I was assured a $30 credit by Luther when I made the purchase on May 1st. I have not seen this credit reflected on my credit card statement. 2. I placed an order for a stacking kit (E068756) on May 3rd but promptly canceled it minutes later before it was shipped. The sales representative informed me that a refund of $42.73 would be issued to my credit card. However, the kit was still dispatched, and I did not receive the refund as promised. Since I canceled immediately and was assured it wouldn't ship, I anticipate a refund. I also would like to avoid any return charges since I was informed it wouldn't be sent out. Please contact me at [redacted] at your earliest convenience to address these matters promptly. I value our relationship as a customer, having made a significant purchase of a washer/dryer for $[redacted] recently, and wish to maintain a positive customer experience.

I've been experiencing a loud moaning noise from my Kenmore bottom freezer fridge several times a day when the compressor runs and Freon flows through the coils. The issue has been reported multiple times, and technicians have come out without resolving the problem. I've had visits on 4/5, 5/3, and 5/10, but the noise persists. I've just called in the issue again, as it seems beyond their expertise. I'm considering if it's time for a replacement or if I should keep waiting. The model number is [redacted]1 with serial number KE184EA[redacted]. Dealing with this ongoing problem is frustrating, especially having to take time off work for short visits. Any advice would be appreciated. Thank you. KP [redacted]

I received an email informing me that my order was ready for pickup. Upon reaching the Sears location it was sent to, I was told it hadn't arrived yet, and that Sears.com had sent the email prematurely. Although the estimated arrival was initially set for 5/8, I either received or noticed the email on the 9th. This miscommunication resulted in a frustrating 60-mile round trip. The inconsistency between the notification and the item's actual availability was disappointing. I kindly request a discount for the inconvenience caused or would appreciate receiving a lump sum of points that I can utilize. Your assistance in resolving this matter is valued. Order number [redacted]41, Pickup person: C. Howington. Thank you for addressing my concerns.

I recently made a purchase using my new Sears Mastercard at the Sears in Wynne, Arkansas. I bought a washer and dryer, but upon setting up the washing machine at home, it did not function properly. My mother inspected it and found issues, so I contacted the store before returning the item. The staff at Sears in Wynne were impolite and accused me of damaging the washer intentionally. They insisted on me returning missing screws before they would address the problem. I live far from the store and found their attitude unacceptable. I believe the washing machine was not new, as it seemed used and was potentially a returned item, yet I was charged full price. I want the cost of the washing machine removed from my account as I returned it, and I plan to purchase a replacement at a later time. The dryer is still in my possession at the store and should be considered. Thank you. Krystal Hunt, [redacted] Woodruff [redacted], Brinkley, Arkansas [redacted].

I shared my complete credit card details and was deceived by Sears. I am swiftly escalating this issue to the national news since several individuals I know faced the same problem of interacting with individuals from the Middle East requesting financial information, resulting in orders not being processed and no confirmation number provided. Despite waiting for over two weeks, there has been no progress but my financial details were taken. I explicitly mentioned to the representative that I should not disclose this information to them, emphasizing the need for it to be handled by a federally mandated 3rd party. This scam is perilous and has been reported to the authorities and the media. I never received an order number, and unsurprisingly, the item did not show up. This is clearly a case of fraud committed by individuals from the Middle East.

The situation with my aunt Nila's chair has been ongoing. She purchased it post-hip surgery, only to receive it damaged, leading to a re-injury and a two-month hospital stay. The chair was sent back to GWG Outlet, who initially refused to take it back. Sears Customer Service intervened, arranged for the return via Fed Ex, and Discover, the credit card used for the purchase, has paid the manufacturer. However, the manufacturer is now withholding the refund citing a 30-day policy. Despite our efforts within the timeframe, the manufacturer is being unyielding. Nila was in the hospital during this period, and the chair even arrived with faulty arm fabric. I'm disappointed with Sears' lack of support in this matter. Although assured by customer service that a refund would be issued, no progress has been made yet, despite providing all necessary details. Discover expects Nila to pay for a chair she no longer has, causing undue stress. Nila, still unwell, is in no condition to handle this matter.

We purchased a Sears Kenmore Elite refrigerator in June [redacted]. Recently, we noticed issues with the ice maker, and after contacting a representative, a technician was sent on Wednesday, the 15th. Following their visit, we discovered that both the refrigerator and freezer were not cooling properly. Upon another call, we were set for a priority repair today between 1:00 and 5:00. However, when two technicians arrived at 2:00 P.M., they focused on the ice maker issue and lacked the replacement part. They determined the compressor was the cause of the cooling problem and not the ice maker as previously reported. It is frustrating that the scheduling did not consider this possibility. We are now facing a wait until the 28th for the refrigerator to be fully operational again, which is unacceptable. We are extremely dissatisfied with the service we have received and hope for a resolution soon.

Subject: Disappointing Experience with Recent Sears Craftsman String Trimmer Purchases Dear Sirs, I have been a loyal Sears customer for over 40 years, but I am deeply disappointed with my recent purchases of two Sears Craftsman gas string trimmers. Last year, I bought one on June 5, [redacted] (order #[redacted]05) for $76.99, and another on June 12, [redacted] (order #[redacted]32) for $61.99. Both trimmers have unexpectedly stopped working within a year of purchase. The sudden failure of both 25cc engines has left me frustrated and inconvenienced, especially during the peak grass cutting season. I have used Sears products for many years without any issues, and this experience has been extremely disheartening. Due to the lack of a nearby Sears store, I rely on online purchases. I tried reaching Sears customer service over the phone without success, hence this email. I kindly request either a refund for the two malfunctioning trimmers or immediate replacements. If I do not hear back within 24 hours, I will have no choice but to reconsider my loyalty to Sears. Sincerely, Douglas W. Bastian Shop Your Way # [redacted][redacted]

Dear Sirs, I have been a loyal Sears customer for over 40 years and I am reaching out via email for assistance. I bought a Sears Craftsman gas string trimmer in [redacted] that worked well for 18 years. Last year, I purchased two identical trimmers (Model [redacted]) on June 5, [redacted], and June 12, [redacted]. Unfortunately, both trimmers stopped working within a year of purchase. This is very disappointing as I have never encountered such issues with Sears products before. Since there are no nearby Sears stores, I rely on online purchases. I am requesting either a full refund for both trimmers or replacements to be sent promptly. I tried calling customer service but faced long wait times with no response. I anticipate a detailed response within 24 hours addressing this matter. Failure to do so may result in me no longer shopping at Sears. Your prompt attention to this issue is greatly appreciated. Sincerely, D. W. Bastian Shop Your Way # [redacted][redacted]

For the past 4 weeks, I have been attempting to reach a human representative at the Repair Services Support Team line without success. I have faced lengthy wait times, with the longest being 75 minutes. My issue revolves around a Sears at-home mower repair service. I agreed to a $[redacted] diagnostic fee, but the technician didn't have the necessary parts and had to order them. I paid for the parts upfront with my credit card on April 4, [redacted]. Two parts were ordered, but one was incorrect, leading me to cancel the order after three weeks. I requested Sears to schedule a UPS pickup for the parts, which were returned to Sears in Dallas on April 24 (UPS #1Z 1VR, [redacted] 78 9[redacted]). Although Sears acknowledged receiving the parts, they haven't processed a refund yet. The total charge was $[redacted].32. I believe part of this amount covered the diagnostic fee, but I haven't received a detailed statement or online information regarding this. I am seeking a refund for the parts. The original service order number is [redacted][redacted].

My 89-year-old father bought a Kenmore dehumidifier, model number [redacted]0, 70 pints, on May 22, [redacted], from Sears. The unit is only used during the summer months in PA and is supposed to have a de-icer built in. The unit has developed ice on the coils twice in 10 days. Despite attempting to contact customer service, the operator and supervisor were unhelpful and even hung up on me. I have confirmed the air filter is clean, there are no blockages, and the room temperature is 65-70°F. I've spent hours today trying to resolve this issue to no avail. I live in Florida and handle all my father's affairs remotely. He visited the store he bought it from, but they are closing and have no replacements in stock. Please, I urgently need help with this defective dehumidifier. You can contact me at [redacted]. My name is Roseann, and the unit is registered under my father's name, William Damato.

We recently bought a refrigerator and got a service agreement. After reporting it wasn't working, a week later a service technician came by and mentioned the compressor needed replacement which would take about 2 weeks. Following this, we received an email instructing us to contact [redacted]. However, upon calling multiple times, I was informed the number was no longer in service. Subsequently, after being told the appointment was rescheduled for May 22nd, my wife was informed today that it had been canceled and we need to reschedule. This situation is frustrating, and today alone, I've spent over a half-hour on hold twice. This level of service is unacceptable.

On April 3, [redacted], I initiated a layaway online with a $10.00 payment and contact number [redacted]08. After facing financial constraints, I missed the payment due two weeks later. Following an email reminder from Sears in April, I paid $17.66 on 04/29. Recently, I received an email declaring the cancellation of my layaway due to non-payment, with $7.21 refunded for the initial deposit. However, the $17.66 payment appears to have been used to open a new layaway without selecting any items. I am eager to receive a prompt refund for this sum. Thank you.

I am contacting Sears to address my ongoing issues with the repair service I have received for my washer and electric water heater, both covered under Sears Protection plans. Regarding the washer, it was not spinning properly at the end of the rinse cycle. I scheduled a service on 5/6, and the technician ordered three parts (order number: [redacted][redacted]). While one part arrived promptly, the other two have not been delivered as of 5/22. Despite following up with Sears Parts and Service, I have not received any concrete information about the delivery date. I appreciate the $50 inconvenience compensation, but after 16 days, the lack of clarity on when the repairs will be completed is frustrating. For the water heater issue discovered on 4/28, a burning smell was noticed. After a dangerous situation with sparks and smoke, a service visit on 5/2 revealed burnt wiring. A replacement wire harness was ordered on 5/2 (order number: [redacted][redacted]). However, the delay in receiving the part, coupled with the uncertainty surrounding the cause of the wiring issue, has left me without hot water since 5/2. Sears has failed to provide a shipping date or an estimated delivery schedule, leaving me concerned about the safety and efficacy of the repair. These experiences have resulted in three weeks of inconvenience, with no clarity from Sears on the completion of the repairs or potential replacements for the appliances. I am extremely dissatisfied with Sears' performance in handling these matters.

I initially requested repairs for my Kenmore Elite refrigerator on 4/19/19. Unfortunately, Sears delivered the wrong part, causing the technician to leave on 5/13/19 without fixing the refrigerator. The rescheduled repair for 5/22/19 fell through due to broken equipment, and I was asked to wait until 5/30/19 for the next appointment. Despite my frustration and insistence on same-day repairs, the lack of communication and delays have been unacceptable. From multiple breakdowns within a year to inefficient appointment scheduling and blame-shifting, the entire experience has been disappointing. I managed to clarify the misleading information from the service manager, but it did not speed up the repair process. I am adamant about getting my refrigerator fixed promptly, especially given the circumstances. Communication with Sears through their SearsCares email, Facebook, and Twitter has been unsuccessful.

Dear Customer Service, I am Jeanne Minsky, and I am reaching out regarding a recent issue with our refrigerator service. We had a technician come out for two visits. I paid for the first visit, but during the second visit when a compressor needed replacement, the additional service call cost was not covered. Unfortunately, my husband was unable to provide the payment information as the technician left in a rush. This led to a misunderstanding where our service was discontinued for non-payment. Despite numerous phone calls and emails to resolve the matter, it was challenging to make the payment without a work order number, but eventually, I was advised not to worry about it. Subsequently, I signed up for a home warranty and scheduled a service appointment for 5/18/19. However, the service person left without completing the job citing the previous payment issue. After several attempts to resolve the payment problem over the phone, I have yet to find a solution, and my appointment was canceled. As a loyal customer of over 45 years, this experience has been stressful, and I would appreciate assistance in resolving the payment issue promptly. Kindly provide me with the correct payment details and guide me on canceling the home warranty subscription. I value our long-term relationship and hope to resolve this matter amicably. Thank you for your attention. Sincerely, J. M.

Hello, I encountered issues with the Sears subcontractor "We Can Help" regarding my delivery and installation of an LG All-in-One Washer/Dryer. Originally scheduled for May 17, [redacted], with a paid afternoon delivery, the delivery was postponed to May 24, [redacted]. Despite paying for an afternoon delivery, I was informed it would be in the morning. The delivery arrived at 12:15PM instead. Upon arrival, I was informed that installation was not possible, leading to my decision to not accept the delivery. I am requesting a full refund of $1,[redacted].19 for the appliance and seek additional compensation for the inconvenience caused.