Sears Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about Sears customer service, archive #2. It includes a selection of 20 issue(s) reported May 8, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am disappointed in my recent experience at Sears. As a loyal customer, I expected better treatment. On 05-06-18, I bought a coffee maker and a cordless vacuum at East Town Mall Sears in Knoxville, TN, using the parking lot pickup app. While the coffee maker was delivered promptly, the vacuum was supposed to be picked up at West Town Mall. After a 2-hour round trip, the app located me, but no one responded to my request. Despite my wife's efforts to obtain the vacuum, we faced unhelpful employees and were even hung up on. The store didn't have the vacuum available despite saying they did. Prolonged time outside and inside the store, with poor air conditioning, was challenging due to my disability and need for oxygen. Now, an email threatens to cancel my order because of a location mix-up. This experience has been frustrating and disappointing, especially for a loyal customer like me. I am unable to return to the store and request that the vacuum be delivered to my home to make up for the inconvenience. I hope for a positive resolution soon. Thank you.
Reported by GetHuman663601 on martes, 8 de mayo de 2018 18:09
I left my push mower at Sears located at [redacted] Rivergate Pkwy, Goodlettsville, TN [redacted] on March 16, [redacted], for a seasonal tune-up with an expected 2-week turnaround. Unfortunately, there have been numerous issues with my mower being lost and found multiple times, leading to several frustrating interactions with Sears' staff. Despite the friendly but unhelpful service from the employees at my local Sears store, the overall experience has been disappointing. It has now been over 7 weeks, and I have not received any communication from Sears regarding my mower or my filed complaint. Due to the extended delay, I have incurred additional expenses hiring a landscaper to manage my overgrown yard, totaling $[redacted], with the possibility of further costs amounting to approximately $45 for maintenance. I am requesting that Sears either return or replace my mower, refund the $50 down payment, waive the remaining tune-up fee, and reimburse me for the lawn care expenses. I am prepared to provide documentation and photos as evidence of the costs I have had to bear because of Sears' mishandling of my mower situation. Thank you, -Courtney W. Nashville, TN
Reported by GetHuman667279 on martes, 8 de mayo de 2018 19:34
My Kenmore Elite refrigerator, which is approximately 5.5 years old, suddenly stopped working on the night of May 3, [redacted]. After contacting Sears for repair, I was scheduled an appointment for a week later. During the visit on May 11, [redacted], the repairman inspected the refrigerator but only removed the back panel and advised me to let it run for a few days. Unfortunately, he accidentally caused a leak in the ice maker water line and suggested I hire a plumber to fix it. When I reached out to the repair center for further assistance, they were unable to send another technician promptly and informed me that my initial repair appointment counted. Despite my efforts to resolve the water leak issue, I struggled with prolonged phone calls and transfers between departments without a solution. In desperation, I even contacted the Claims department, fearing for potential damage to my floor. Eventually, I managed to secure an appointment for the following Friday, a total of seven additional days without a functioning refrigerator. Disappointed with the service, I canceled my home warranty and sought help from an independent repairman, who confirmed the compressor is faulty. Despite their ability to repair it, Sears/LG restrictions hindered the repair process, leaving me with a cumbersome and nonfunctional refrigerator in my kitchen. As a loyal Sears/Kenmore customer of over 40 years, I am now unsure of what steps to take next.
Reported by GetHuman-nicn on sábado, 12 de mayo de 2018 0:33
To Whom It May Concern, I am reaching out regarding a recent frustrating experience with Sears and the Shop Your Way Program. As a loyal customer and frequent shopper for my 10 grandchildren, I recently ordered 4 pairs of earrings but received only 2 in the package. After contacting Sears customer service, I received assurances that the missing pairs would be sent. Unfortunately, when the package arrived, there was only 1 pair inside. During my subsequent call to customer service, I encountered an unhelpful representative named Patrick who seemed annoyed and mentioned monitoring my calls due to previous inquiries about missing points from the Shop Your Way Program. Despite politely requesting to speak to his manager multiple times, Patrick refused until the sixth request, at which point he placed me on hold for an extended period before I ultimately disconnected. I value the benefits of loyalty programs like Shop Your Way, but my recent experiences have left me feeling unappreciated as a customer. I believe that rewards programs should fulfill their promises without causing customers to feel like they are in the wrong or being monitored. I am now considering taking my business elsewhere to a company that values and respects its customers. Sincerely, Diane B.
Reported by GetHuman680163 on domingo, 13 de mayo de 2018 13:04
I have been attempting to address an inaccurate repair quote for my refrigerator for several weeks now. Despite calling 8 different phone numbers and receiving 2 different case numbers, as well as being promised expedited service nearly 2 weeks ago, I have yet to receive any resolution. The technician provided a repair estimate that included the cost of a compressor still covered under warranty, and also stated I would need to cover the expenses for other damaged parts caused by the faulty compressor. Furthermore, I was informed I would need to pay $99 for another visit just to obtain the correct repair cost. I am frustrated by the lack of communication and assistance in reviewing the incorrect charges outlined in the technician's bill. This ongoing issue has persisted for over 6 weeks now.
Reported by GetHuman-sirkinb on lunes, 14 de mayo de 2018 20:50
I purchased an oven last Friday and was promised delivery on Monday. When the delivery truck arrived, it couldn't make it up my driveway. The drivers said they encounter this issue often in rural areas and requested smaller trucks. Despite asking for a next-day delivery, I was informed I'd have to wait a week for a smaller truck. The supervisor mentioned compensating me with a $70 store credit for the inconvenience and took my email for sending the voucher, but 24 hours later, I haven't received it. This customer service experience has left me disappointed. If I had known about these delays, I could have bought a stove locally and had it on the same day.
Reported by GetHuman-hlynntot on martes, 15 de mayo de 2018 22:37
I own a Kenmore Elite Refrigerator that is not yet 5 years old. Recently, it stopped cooling, causing me to lose all the food in both the refrigerator and freezer. A technician came today and diagnosed it as a compressor issue, stating that it will take at least 7 days for the part to arrive for the repair. The delay in fixing the refrigerator is unacceptable, especially considering the importance of such a major appliance to a family. I was surprised to hear that compressors were not readily available, as the technician had encountered similar problems with other customers. Despite my efforts to escalate the issue through the National Customer Service line, I was informed that the waiting time was standard and they were unable to expedite the process. Disappointed with the lack of proactive customer service and communication, I am frustrated by the 10-day repair timeline. As a long-time Sears customer, I am reevaluating my loyalty based on this experience, hoping for better management and prioritization of major appliance repairs in the future.
Reported by GetHuman690460 on miércoles, 16 de mayo de 2018 17:49
Our dishwasher arrived damaged, a replacement was scheduled for 7:00 p.m., which is too late for us. We canceled the order and would like to receive the dishwasher at a more convenient time for us, not the delivery personnel. Can you assist with rescheduling the delivery?
Reported by GetHuman-evelyngu on miércoles, 16 de mayo de 2018 18:17
During the week of 5/9/18, I visited Sears in N Dartmouth, MA to purchase an air conditioner. The delivery was scheduled for 5/16. I specifically requested the air conditioner to be brought inside my apartment due to my age. Sears informed me that the delivery would occur between 1 and 3 pm. Unfortunately, I missed calls from the delivery person, and the air conditioner was left with a neighbor named Richard without my authorization. Upon returning home, I couldn't locate the air conditioner and faced challenges in communicating with Sears customer service representatives. Eventually, I discovered the air conditioner with Richard's help. Despite the difficulties, I managed to get the air conditioner into my apartment. The experience left me frustrated with the lack of timely communication and support from Sears.
Reported by GetHuman-janeburn on miércoles, 16 de mayo de 2018 23:14
I waited two weeks to schedule the range installation with Installation Management Inc. because they are only in my area two days each week. During their first attempt, they couldn't install the range due to the need to move the electric outlet, which an electrician later confirmed. When the electrician came back with the installation team, he quickly relocated the outlet, but the installation team left without completing the job, stating they couldn't wait. Consequently, my old range remains in my kitchen disconnected, and the new range sits untouched in my dining room. I now have to wait another week for them to return, and I anticipate they may not have all the necessary parts since they didn't properly assess the situation during their first visit.
Reported by GetHuman693980 on jueves, 17 de mayo de 2018 17:37
I purchased a refrigerator three years ago. Unfortunately, the ice maker stopped working after only 1.5 years, and now the entire refrigerator and freezer have broken down after three years. I spent $2,[redacted] on this appliance, which has given me more trouble than any other refrigerator I've owned. I had an appointment scheduled two weeks ago, which was then canceled on the day after I took time off work without pay. The technician came on Friday (5/18) and informed me it will take two weeks to get a new compressor. This means I will go without a functioning refrigerator for over a month. I am frustrated and believe I should be compensated for missing work and not being able to provide for my family, especially since my husband is diabetic and needs to store his insulin in a cooler. I am doubtful that the new compressor will last the promised 10 years. I used to trust the Kenmore name, but not anymore.
Reported by GetHuman-starshel on viernes, 18 de mayo de 2018 23:21
In March, I purchased three refrigerator air filters, planning ahead to avoid frequent trips to town. Unfortunately, my refrigerator stopped working on May 15, so I attempted to return two filters, which were refused due to their purchase date exceeding 30 days. I inquired about an override but was informed it wasn't possible. Since I'll be getting a different model fridge, I no longer need these filters. Can you assist me in getting a credit for them? On a side note, contacting Sears for a refrigerator service resulted in a three-week wait time, leaving us quite dissatisfied with the service. Thank you.
Reported by GetHuman-swcoker on sábado, 19 de mayo de 2018 20:30
Our Kenmore refrigerator, which we've owned for around 13 months, is facing issues as the compressor has failed. Despite multiple repair attempts over the last 5 months, the problem persists. The repair technician mentioned that even the new compressor installed is malfunctioning and suspects there might be a larger issue with the system. The fridge came with a 10-year compressor warranty, but it seems it cannot be resolved with just another replacement. The proposed compensation of $[redacted] feels insufficient considering our initial $[redacted] investment in the refrigerator.
Reported by GetHuman704301 on lunes, 21 de mayo de 2018 15:21
The technician visited the residence at [redacted] North Drive, Pueblo, Colorado, and has been repairing and replacing parts since November of last year. Recently, two weeks ago, the microwave was last repaired and still does not function properly. While the vent fan and light are operational, the microwave itself does not work. Following the last repair, the microwave only functioned briefly. It is requested that the microwave be replaced, given that Sears has already invested over $1,[redacted] on repairs, excluding technician fees.
Reported by GetHuman-redfinch on lunes, 21 de mayo de 2018 16:17
I had a confirmed appointment scheduled between 8 am and 12 noon. By 11:45 am, I hadn't heard from the repairman, so I contacted the home services department and was informed he was running late. They mentioned someone would provide an estimated time of arrival (ETA). After an hour passed with no update, I called back and was informed that a technician hadn't been assigned yet. Despite waiting all morning for the appointment, it's now 1 pm, and I've received no further communication from Sears. This recurring issue of missed appointments and poor service from Sears is disappointing. I spoke with a supervisor later in the afternoon, only to discover that no technician or work order had been assigned. After wasting the entire day, I was offered an appointment in June, which is completely unsatisfactory. Sears' lack of professionalism and communication is truly disappointing.
Reported by GetHuman705055 on lunes, 21 de mayo de 2018 18:16
To whom it may concern, My name is Arzolia J. I am reaching out to discuss an issue I encountered at the Winston-Salem, NC store on 1/27/[redacted]. I placed a pressure washer on layaway, initially paying $60 in cash. Subsequently, I made payments with my bank card on 2/10/[redacted] and 2/24/[redacted], totaling $[redacted].87, fully paying off the layaway on 3/10/[redacted] with cash. Upon deciding to return the item due to finding a cheaper alternative, the manager assured me the refund would be processed to my bank card within a few days. However, after two weeks, no refund had been issued. When I followed up with the store, the manager claimed the item had been picked up on 3/10/[redacted], despite my insistence that I had not retrieved it. Despite weekly contact with corporate, no resolution has been provided to date.
Reported by GetHuman706635 on martes, 22 de mayo de 2018 1:25
I recently had an item prepared for pickup; however, the wait time was longer than expected, resulting in a delay of about a half-hour. Despite receiving $5 off coupons for each 5-minute increment waited, my name was promptly removed from the screen after 7 minutes. Conversely, another customer I spoke with, also waiting, was given the same compensation. I found this inadequate considering the value of our time. During my wait, one of the associates couldn't locate the item, which I found to be unacceptable. Thankfully, I didn't opt for a vehicle pickup. The handling of this situation seems unsustainable in the long run. I am interested in purchasing the Craftsman chest drawer tray model # [redacted] with the three $5 coupons provided. As these coupons cannot be applied online, please confirm its availability in-store so I can proceed with the pickup. Your prompt response would be appreciated to prevent any further complications.
Reported by GetHuman709794 on martes, 22 de mayo de 2018 23:43
I recently purchased a 7 piece dining set from the Kmart website, but only received the table. After contacting the company, I was informed that there was a pricing error and the set actually costs $[redacted].00 instead of the listed $[redacted].00. Despite this mistake, I paid $[redacted].00 for the set and should not be penalized as a customer. I have been waiting for a resolution since speaking to a representative on Monday, and the lack of response is frustrating. I have never faced such poor customer service before and would like someone to follow up on my order.
Reported by GetHuman-melinaen on jueves, 24 de mayo de 2018 14:40
Subject: Urgent Help Needed Regarding Recent Service Experience To the Sears Representatives, I am reaching out for help regarding a recent service experience I had at the Sears Auto Center in Colorado Springs. I brought in my [redacted] Subaru Forester on 5-19-17 for labor to install upstream and downstream O2 sensors. Despite providing my own parts, I was informed that one of the sensors I purchased was incompatible with my vehicle. This led to confusion as the Sears Reps gave conflicting information about the parts, resulting in me purchasing additional parts and incurring extra costs. I wish to bring to your attention the miscommunication and inconvenience I faced during this process. I believe I should be reimbursed for the extra $[redacted] I spent due to the misinformation provided by the Sears Reps. I have evidence in the form of voicemails to support my claims, and I hope we can quickly address and resolve this matter. Thank you for your attention to this issue. I look forward to a prompt resolution. Sincerely, Mr. A. 1st Grade Teacher Ridgeview Elementary
Reported by GetHuman715344 on jueves, 24 de mayo de 2018 18:58
I placed Order #[redacted]53 on April 26th. The item was picked up for return by the Sears delivery team on May 8th. Following assurance of receiving my refund within 7 to 10 business days, my husband was promptly refunded an amount of $[redacted]+ on May 13th. However, as of May 21st, the status of my item was still claimed to be in shipping, causing delays in my refund process. Despite multiple follow-ups via phone, email, and Facebook Messenger, the situation persists to be unresolved. The inconsistency in communication is frustrating, leading me to seek assistance from my financial institution and file a request with PayPal's resolution department. The lack of progress and the prolonged wait for a refund totaling $[redacted].57 has been disappointing, making the entire experience with the company disheartening and challenging.
Reported by GetHuman717520 on viernes, 25 de mayo de 2018 13:58

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