Sears Customer Service Issues

Archive 4

The following are issues that customers reported to GetHuman about Sears customer service, archive #4. It includes a selection of 20 issue(s) reported June 19, 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 recently had a disappointing experience at the store due to the lack of customer service displayed by the cashier and associates. Despite being in a liquidation phase, this does not excuse the poor attitude and lack of greetings. The cashier seemed unmotivated, and the associates were unprofessional, even engaging in gossip. When I brought up being double charged for an item, the manager's response highlighted a lack of accountability and proper training among the staff. The manager was unable to provide a refund promptly, and I was asked to return another day. While the refund amount is minor, the overall issue lies in the deficiency of customer service skills and work ethics. I would appreciate a refund for the double charge and feel compelled to raise awareness about the inadequate training of employees. It's disappointing to witness such shortcomings in a well-established company.
Reported by GetHuman-cynditoo on Tuesday, June 19, 2018 1:03 AM
I recently had my dehumidifier repaired at Sears. Despite paying $[redacted].94 for the repair, the pump still doesn't work. After weeks of trying to resolve this, I was given case number [redacted] and directed back to the Sears in Granite Run. However, they couldn't provide the credit as there were no dehumidifiers with pumps available. I am seeking a Sears credit for $[redacted].96 to buy a new dehumidifier with a functioning pump. I would appreciate a call at [redacted] for a resolution rather than through email.
Reported by GetHuman-francwol on Tuesday, June 19, 2018 1:47 PM
I purchased a Hitachi combo kit from Sears online. The item arrived on June 19, [redacted] in poor condition - the box was dirty with black marks, dented, and the tools inside were covered in mold. After contacting customer service, I was promised a return label via email, which I never received. During subsequent calls, I encountered unhelpful agents who either put me on hold indefinitely or were unprofessional. I asked to speak to a manager but was denied. I made additional calls to confirm my email address for the return label, which I have yet to receive, even after checking my spam folder. I need the return label to be sent promptly as promised so I can send back the defective product without incurring any costs. I am dismayed by CPO's product quality and representation, and I am thoroughly disappointed by Sears' customer service. The behavior of the last agent I spoke with warrants retraining or disciplinary action.
Reported by GetHuman803825 on Wednesday, June 20, 2018 5:12 PM
I am requesting a refund of the restocking fee from the Sears Store located at [redacted] Columbus Pike in Delaware, Ohio [redacted]. The mower I purchased from there did not function as advertised. It had a flat tire, the belt kept coming off, and when in use, the mower would emit excessive smoke. I found the behavior of the two store managers to be rude, as they were unable to provide answers to my questions using their computers. Furthermore, they falsely claimed not to have put gas in the mower upon its pickup, insisting that doing so would make it used. However, gas was indeed present when we retrieved the mower. This experience has led me to conclude that this store no longer operates as a hometown establishment. I am seeking a refund of $[redacted].30. Thank you.
Reported by GetHuman804132 on Wednesday, June 20, 2018 6:30 PM
I bought a central AC unit from Sears in [redacted] and had it serviced through the Master Protection Plan until 2/28/18, when I switched to the Sears Whole Home Warranty Plan. A few weeks ago, my AC started leaking water, causing the blower fan to short out and rendering the AC unusable. I filed a claim #SCCL6PHB5P for repairs. A technician visited on 6/5/18 to diagnose the problem. When I followed up on 6/15, I was informed that the claim was denied. After speaking with someone from the MAP administrative warranty benefits department last Friday, I was assured that the AC repair would be done at no cost. Despite this, today's technician required an authorization code from MAP to proceed. I've spent hours on the phone with no resolution. The Whole Home protection plan mentioned they would reconsider the claim. I've solely relied on Sears for appliance purchases and warranties for 16 years. While the MAP has been reliable, the Whole Home Warranty has been problematic. I simply want my AC fixed under warranty. Please contact me promptly at [redacted]. Thank you.
Reported by GetHuman-ralphwal on Thursday, June 21, 2018 4:38 PM
I bought various items from the Sears store in Durant, OK, including a tractor, mower, chain saw, weed whacker, and wood shredder. The mower stopped working shortly after I got it, but the store replaced it, which was good service. The store has since closed, and now my weed whacker, still under warranty, stopped working. I've spoken with 5 customer service representatives. They were polite but couldn't explain how Sears would fulfill warranty obligations without me traveling over 4 hours to a service center. The last person, supposedly in charge, put me on hold after I requested to speak to a manager for a solution. After hours on the phone, the call was abruptly ended. I am ready to drive 35 miles to the Sherman store if they can replace the weed whacker without any issues. Please consider improving your customer service for others, Sears. - L. A. [redacted]
Reported by GetHuman-labney on Friday, June 22, 2018 11:42 PM
I have had a frustrating experience with a malfunctioning fridge that is not cooling. Despite contacting multiple stores, no one has reached out as promised. The staff seemed uninterested in helping resolve the issue, stating that since my fridge is over 30 days old, it can't be replaced. Even though it is under a 1-year warranty, they made it clear that without an extended warranty, I am not a priority. This lack of support is disappointing, and I advise others to consider purchasing appliances from Lowe's, Home Depot, or local stores instead of Kenmore in the future.
Reported by GetHuman-gincoun on Saturday, June 23, 2018 2:37 AM
Over the past 6 years, I have bought 3 Sears weed wackers - both 2 cycle and 4 cycle, along with 2 attachments: a pole saw and a garden tiller. Each weed wacker only lasted around 2 cutting seasons before becoming useless. I don't use them excessively, so I'm puzzled why they keep breaking. Interestingly, my Sears leaf blower has been running smoothly for 6 years, despite my frequent use almost year-round. I have the last two weed wackers if you would like to examine them. Why does this keep happening with your products, or why do I keep buying them?
Reported by GetHuman818776 on Monday, June 25, 2018 4:45 PM
I enrolled in a home warranty plan, and on April 14th, [redacted], the technician recommended a repair for my washing machine. Sears offered me a GE washing machine replacement or a $[redacted].00 check, which I chose to replace with a Whirlpool. Despite being told the check was mailed on May 30th, it has not reached me in Northern California. I requested a stop payment and reissue without success. I've been trying to reach accounts payable with no luck, speaking with Cleo, a case manager in Illinois, who was also unable to help. It's been over two months since the approval of claim #[redacted] on April 18th, and I've not received the promised resolution despite numerous follow-ups. I urgently need the check to settle my Whirlpool payments. Your prompt attention to this matter would be greatly appreciated. Regards, J.M.
Reported by GetHuman-brysonko on Monday, June 25, 2018 5:58 PM
On May 20, [redacted], I scheduled a service call to fix my washing machine. The repairman identified a faulty PCB and ordered a re-manufactured part, which arrived on May 29. However, upon installation on May 31, the part was defective. A new part was then ordered on the same day. Despite having proof of the new order, Sears Repair informed me on June 15 that the part wouldn't ship until June 22. Following up, my wife was told on June 19 that the part would ship within 3 days. However, after multiple calls, both the repair service and parts department cannot provide a clear shipping date for the needed part. I am questioning why it is taking over 5 weeks to source a replacement part for a Whirlpool Duet Washing Machine with the part number W[redacted]7, considering the appliance is less than 7 years old.
Reported by GetHuman-cgrottie on Monday, June 25, 2018 10:32 PM
On June 12th, I visited the Sears garage in Scarborough because I heard a strange noise while driving. Following the mechanic's inspection, the receptionist informed me that both front bearings were broken, and one ball joint was severely damaged, putting my safety at risk. The estimated cost given was $1,[redacted] USD. Feeling anxious and concerned about the high price, I cut short my vacation and headed back to Quebec. On June 14th, a mechanic in Quebec confirmed only the left bearing needed replacing, costing me $[redacted] CAD. I possess all documentation supporting the discrepancy in the repair diagnosis and costs provided by Sears. Despite their displayed commitment to honesty and quality work, I feel I was a victim of an attempt at fraud due to my tourist status. I am frustrated, seeking a prompt response and resolution from Sears. If not addressed satisfactorily, I will consider escalating this issue further, including through social media platforms. Thank you for your immediate attention to this matter.
Reported by GetHuman-carljacq on Tuesday, June 26, 2018 9:45 AM
On June 20, [redacted], I purchased a refrigerator from a now-closed Sears Store in Titusville, FL, which was scheduled for delivery on June 23. Unfortunately, I received multiple robo calls rescheduling the delivery for June 25 and then again for June 26. Despite calling Customer Service and being redirected to the Philippines, I have not received a resolution. I just want my fridge delivered as I paid for it in cash, or a refund promptly. If not, I will consider contacting a local Orlando TV station for help. The Sales check number is [redacted]41.
Reported by GetHuman-dukemon on Tuesday, June 26, 2018 3:57 PM
My refrigerator has been out of order for 2 months now. The past two scheduled technician appointments were both no-shows. I had to stay home from 8:00 a.m. to 5:00 p.m. waiting each time. Being without a refrigerator for so long has forced my family to eat out, which is very costly. We've had to discard food multiple times since the breakdown. We were assured that if the technician missed the last appointment, we would get a new refrigerator, but nothing has been done. This situation is unacceptable! What's the point of the warranties we bought? I urgently need help to resolve this issue. I've been extremely patient. Please assist me promptly!
Reported by GetHuman822711 on Tuesday, June 26, 2018 4:58 PM
I have submitted an auto repair complaint to Sears corporate previously. They have contacted the Sears auto center manager in the Key West area, Kw, who did some rework repairs which were covered. However, there are still ongoing issues with coolant leakage from the reservoir, hoses, and radiator. I returned to Sears auto and the manager is willing to do the repairs pending approval from Sears corporate. Please review my previous complaints referencing Janie Miller and my Jeep Liberty [redacted] at Sears auto center [redacted] in Key West on Roosevelt Blvd. For any updates, contact me at [redacted] or email me at [redacted] Please reach out to the Sears auto manager John in Key West, as it's crucial to address and resolve these repair issues promptly to prevent further damage. Thank you, Janie Miller.
Reported by GetHuman-kwjaniem on Tuesday, June 26, 2018 5:46 PM
I have a Sears Home Warranty and recently had a subcontractor come to my house to fix my dishwasher and refrigerator. They took pictures, said I needed parts, and charged me a $[redacted] fee. After a week of not hearing back, I was informed that my claim was denied without a valid reason. I am frustrated with the lack of service and the difficulty in getting a proper Sears technician out to fix my appliances. I clearly stated the issues with the dishwasher and refrigerator, so I am unsure why they are not being repaired. I am paying for the best plan, yet the service is subpar.
Reported by GetHuman-kapi on Tuesday, June 26, 2018 7:08 PM
I encountered a problem with Sears that I hope Corporate can assist with. I bought a lawn mower from Sears less than 3 months ago, and it needed repairs. The store acknowledged the short time I had it and accepted it for repairs. After being told the repair cost, I declined. The technician mentioned returning it to the store, but when I went to pick it up, Manager Ms. Jason insisted on a $50 fee. I was shocked and upset about being asked to pay for my own purchase. This experience has soured my view of Sears, although I've been a loyal customer. I'm dismayed that they seem to reclaim items from customers. I've shared my ordeal on social media and found others facing similar problems with Sears. I'm hoping for a resolution or refund for my mower through Sears. If not, it's disheartening to think Sears has essentially taken my property. Justice will prevail in the end.
Reported by GetHuman-whitekr on Wednesday, June 27, 2018 7:13 PM
Subject: Frustration with Refrigerator Repair Process We bought a new refrigerator from Sears in September [redacted]. Unfortunately, it hasn't been working properly since it was delivered. The initial repair attempts have been frustrating - from delays in service appointments to incomplete repairs. We've incurred unexpected expenses renting a fridge while waiting for the repair. Despite multiple calls, we still don't have a fully functional unit. We've even tried to escalate our complaint to Mr. Lambert's office without any response. We are requesting a full refund of all charges and a replacement unit. Please reach out to us at the provided numbers to resolve this issue promptly. Thank you, Chris and Holly C.
Reported by GetHuman-phot on Wednesday, June 27, 2018 9:54 PM
I bought a Kenmore front-load washer 8 months ago, but the tub and several parts broke. I had to wait a week for the initial technician, then another 2 weeks for the wrong parts to arrive. My appointment was canceled twice without notice, leading to a lot of frustration. After a long wait, a repair technician came for a cash payment service call, but the parts were still wrong. New parts were ordered, but the next appointment is scheduled 15 days later. Despite searching, I couldn't find similar damage reports online. The technician suspects a defect in the machine. Sears refuses to replace it without the tech's request. Spending $[redacted] on a washer under such circumstances has been disappointing. It has been 2 months without a working washer out of the 7 months of ownership. I expect a resolution by the end of the week; otherwise, I will take legal action. Sears' lack of attention to customer loyalty and product quality is concerning.
Reported by GetHuman-riportel on Thursday, June 28, 2018 9:59 PM
I have a Kenmore Elite refrigerator under a 10-year warranty, which is now 6 years old. On May 10, [redacted], it stopped running. After several failed repair attempts and rescheduled appointments, I am now without a fridge for over a month. The customer service hotline has not been helpful, with numerous promises of callbacks that never materialized. I am frustrated by the lack of communication and resolution. I am seeking urgent assistance to have a technician come to my home and fix the refrigerator by Monday, July 2nd.
Reported by GetHuman-mcdowalk on Friday, June 29, 2018 4:08 PM
I am extremely frustrated with the service I received for my Kenmore Elite refrigerator which stopped cooling. Even though it's under warranty, the repair appointment was scheduled a week later, causing me to lose all my food. After a technician recommended a compressor replacement, there were further delays and miscommunications leading to a failed service appointment today. Despite multiple calls, the technician never showed up, and the company's excuses were inconsistent and unsatisfactory. The lack of consideration for my situation, with a family of seven now relying on takeout due to the faulty fridge, is unacceptable. I was left hungry all day waiting for a technician who never arrived, and the additional wait time for the compressor to be ordered and installed is unreasonable. I feel disregarded and ignored by the company, and I desperately need a solution to this ongoing problem.
Reported by GetHuman-hboese on Saturday, June 30, 2018 7:31 AM

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