Sears
Reviews and Complaints

Dear Sir or Madame:

I am writing to request a refund of $6.49.
On October 24, 2017, I purchased a 21 inch bow saw blade in the amount of $5.99 plus tax $.50 for a total of $6.49.

Yesterday I tried to return or get a refund because I purchased the incorrect size. The item is brand new in its original package and I have the receipt. I was told at the local Vancouver, Washington outlet that I missed the deadline. The store clerk and manager said they were unable to grant my request due to corporate policy of no exchanges or refunds after 30 days unless during the holiday season.

The item has not been discontinued and your local store would be able to sell it to a person who really needs a 21 inch bow saw blade. I do not need one. I am frustrated and disappointed that Sears has such an inflexible policy that forces a customer keep an item that they do not want.

Please review your policy and a grant my request to return or be refunded this item for $6.49.

[removed]
Sales check#[removed]
Trans#[removed]
PG/Store #[removed]
Reg#[removed]
Assoc#[removed]

sent from TJ's iPhone

I purchased a Kenmore Elite refrigerator on December 9, 2016. On November 22, 2017, less than a year my refrigerator stopped working causing all the food worth $450 to spoil. The compressor, motor, and two other functional parts are gone! This is clearly a faulty product! I can see other complaints here on this site that this is happening to other people as well! I'm am completely dissatisfied with Sears and with Kenmore. I finally got the parts that the technician had ordered but my appointment is not scheduled for two weeks. I have called numerous of time to see if there has been any cancellation or any way that we can expedite moving up the date but have been unsuccessful. Instead, I find out that my appointment has been pushed to a later date without an explanation. The customer service representative and supervisor have not been helpful and have been incompetent. NO customer service. It's like dealing with an automated system. I am more than frustrated over the issue and I now have to wait an additional two more weeks for the technician to try to repair the issue.I love stopping by the grocery store on the way home every day to pick up what we will need for supper and then throw away leftovers because I have no place to put them. My two young daughters have to wait for me to get home to eat a snack. I am also concerned that I will continue to encounter a problem with the refrigerator after it's fixed. It's unacceptable that I need to wait weeks before the refrigerator is fixed and no one cares about the situation or the frustration. All I can say is DO NOT buy Kenmore products or from Sears. I will filing a complaint with the Better Business Bureau.

December 10, 2017

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Board of Directors & Customer Service

To Whom This May Concern:

I went to your store on November 13, 2017 at Stone Ridge Mall in Pleasanton, CA. I went to picked up my online order. After I picked up my online order I decided I didn't want the item. When I went upstairs to returned my online item that was already paid for, I was shocking, humiliated accused of stealing and drill and racial profiling. Here is my statement of what occurred and what was said by your female clerk.

I purchased three pairs of running shoes from Sears Department Stores online. I order two pairs of the same shoe that was being delivery to my house and one pair I had to picked up at Sears Department Store in Pleasanton, CA. I walked into the store asked the clerk in men's department where is the online picked counter. She said, "Take the elevator in the corner down to the first floor!" Found the Online pickup counter, punch in my order number and Dane the pickup clerk brought me my order. Asked him for a bag and he said I can get a bag at the checkout counter. Before I left I sat down on the bench open up the box of running shoes and decided to returned them back to the store while I was still there. Went to one checkout and waited and no clerk came back so I decided to go back up stairs.

Went to the checkout where I first asked the clerk for directions and saw her folding shirts. Went up to her and asked if she could retuned this item I had already purchased from online. We both walked over to the checkout and she asked me again what I wanted and I told her I would like a refund because I don't like the design of the running shoes. She turned around and told me she can helped me find another pair and I told her you misunderstood what I said, I would like a refund.

She looked at the box and out of nowhere she asked me, "Did you steal these shoes?" I looked at her in shocked and said, "You don't remember me asking you where online pickup was!" I told her I have a receipt. Then she asked me, "Do you have a receipt? I replied, "Yes, it on my cell phone!" I was so humiliated. Found the receipt with both orders on it and shown it to her. She just looked at me like I made it up and I gave her my phone so she could stroll around and see that it was my receipt from online order. She found the order number and enter it on the register. I then saw my item popped up on the screen. There should be no more problems from this point forward. Spoke to soon.

She picked up the box and examined it. She found the name of the shoe, size, color and turned back around to the screen and identified the item. She then turned to me and asked, "Where is the other box of shoes and what did you do with them?" I replied, "What other box of shoes and I didn't do anything ? I only have one pair to picked up from here and the other pairs are being shipped to my house. It's shows on the receipt!" She looked at the box again and said, "I not returning your box of shoes or giving you a refund because the other box of shoe is not here! As she rudely pushing the box toward me she said, "YOU BETTER GO BACK WHERE YOU GOT THEM FROM!" I was in shocked, appalled, humiliated, disrespected and disbelief on how this sales clerk spoken to me and accused me of stealing an item I already paid for and racial profiling me. I took my pair of shoes and went back downstairs to online picked counter.

Dane the online pickup clerk was standing at the counter and I explained what just had happen to me. He took back my shoes and returned them back within 60 seconds and handed me a receipt. He explained I didn't need the other order to returned this pair. He told me it wasn't right how I was treated and he is going to tell the manager Judy right now! I asked him where is the manager and where is the manager and he said she is upstairs in women's clothing. I went over to Judy and asked if I could speak in private on the other side of the divider and she said yes! I told Judy how her employee falsely accused me of shoplifting, giving me the third degree and investigating with questions right at the counter. Worst of all I was racial profiling.

Judy explained to me that I didn't need the other pair of shoes to get a refund back. Judy also explained that there has been a lot of racial profiling going on in the store where the clerk works in men's department. Judy explained that in the corner next to the elevator people have been stealing items and leaving the store. Then said, "The clerk is very afraid to work at that checkout from what has been going on!" How come you didn't moved the clerk to another department? I told Judy that the employee didn't seem scared or frightened at all the way she accused me of shoplifting. Judy brutally interrupted me and said, "I very sorry and have a nice day as I was in tears. Judy left with a male employee approaching us and he asked her what was going on. Judy told him she will tell him later. It shows Judy admitted to me that I was racial profiling by the remarks she made to me while we were talking.

I purchased a Kenmore washer 4months ago and its broken. I called the warranty dept. They sent out the worst tech ever. He didn't even want to work. I had to direct him in every aspect of what to do. Right away he said couldn't do the job needs 2 people cause he couldn't move anything. RIDICULOUS! I am 5'2 120lbs and helped the old fart. He ordered the parts to replace my washer which cost 1K more than my washer. Why, couldn't you just send me a new one ? I would have saved you labor, and cost? STUPID! I received the parts, and now I'm scheduled the tech to come out and I've been waiting all day between the hours they indicated. Now, I received a call stating he will be late as it now way past the time he is suppose to come out. Very unhappy, dissatisfied customer, and horrible, service. I would never ever buy another product from SEARS in my life!

The message below this went to [protected]@email.searsautocenter.com with no reply:

My name is Mike Morris and I have been using Sears for around 10+/- years now to do most of my vehicle servicing. In large part because of the coupons I get. I can't do the oil change on my own as cheap as some of the coupons. For the most part, I was content with the service. However, the last couple times I went (with an appointment), I have been nearly 2 hours waiting. This started when the Sears Auto Center in Seaford, Delaware closed and I was left with the Dover Delaware location. So on this visit, I asked my fiancé to take our car for the servicing as I am not able to walk around for as long right now with a temporary physical condition. I have had the car there before, so we know they should know what is needed. She took the coupon for a $15.99 service for a standard oil change (the same I have done with both of my vehicles). We just pay the difference for the different oils each vehicle has needed (5W-20 in truck and semi synthetic in car0. The value is still good, and they let us know that it will be slightly more up front. So can somebody at your offices explain how she ended up paying $61.49 for our last oil change? I gave her money to cover it, but it didn't cover that cost, so she had to use her card which almost put her over her limit. That was not the only problem as she had to wait longer because they ran out of oil, even though we were scheduled in advance with the type of car. There was no reason to run out of oil in the early afternoon. They charged her for synthetic oil, but the car has always been semi-synthetic. She didn't request different oil, but just to do what the car called for and nothing special. We feel like she was taken advantage of for being a woman who just didn't know the things I would know. We have had this done before for way less and feel she is owed some money back for this. I have attached the paperwork as proof of coupon and what was charged. If I don't get some answers from this, I will keep going higher through Sears until I do. We are very frustrated with how this was handled. The dealer will use the correct oil and rotate tires for around $20 less, and they are only 3 miles from our home, and not nearly 35 miles like Dover. After this experience, depending on how the complaint is handled will determine if we stop going there completely along with family and friends that we convinced to go as well. My email is the best way to contact me as I am in and out of meetings all day with my company. The email is [protected]@comcast.net (my company email won't come through from there). My mailing address is:

20266 W. Piney Grove Rd.

Georgetown, DE 19947

Order # [protected]

I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.

Chat transcript
Mike (16:52:37 GMT) : Hello! My name is Mike. I'm glad you came to chat with me! How can I help you?
Lester Pack (16:53:53 GMT) : Order # [protected] I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.
Mike (16:55:28 GMT) : I can imagine your concern regarding the delivery of your order.
Mike (16:55:29 GMT) : I'll be more than happy to make things easier for you.
Auto-Generated Message (16:55:42 GMT) : Visitor has maximized chat
Lester Pack (16:55:50 GMT) : Order # [protected] I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.
Mike (16:56:21 GMT) : I can imagine how frustrating it might be for you.
Mike (16:56:26 GMT) : I realize that this isn't a great experience for you.
Mike (16:56:35 GMT) : That's not good but let me see what I can do for you.
Mike (16:56:53 GMT) : Did you order Hudson Bay Spas LPI14XF 4 Person 14 Jet Spa with Stainless Jets?
Lester Pack (16:57:00 GMT) : yes
Mike (16:57:21 GMT) : Thank you for the verification.
Mike (16:57:30 GMT) : Please give me couple of minutes while I check your records.
Mike (17:01:45 GMT) : Thank you for waiting. I do appreciate your patience.
Mike (17:02:00 GMT) : Please allow me just few minutes to check this for you.
Mike (17:04:31 GMT) : Thank you for waiting. I do appreciate your patience.
Mike (17:06:00 GMT) : You had contacted us earlier as there was a delay in this package, so we had already refunded you $XXX.95 earlier on 11/08 and then $XXX.73 back on 11/14.
Lester Pack (17:06:46 GMT) : i did not ask for a refund, i have the item
Mike (17:09:18 GMT) : Lester, I'll pass the feedback to the concerned department regarding the Demar staff, as they you paid him and he did no help.
Mike (17:09:31 GMT) : Do you remember the name of that person?
Lester Pack (17:10:09 GMT) : no name
Mike (17:10:35 GMT) : That, s fine, Lester.
Lester Pack (17:11:23 GMT) : I don't want a refund, I just want to be compensated for the damage to the tub
Mike (17:11:24 GMT) : As the item is damaged, you have the option of returning this item if you want. More over we have already refunded you the amount. So you can keep this item as it is.
Lester Pack (17:11:41 GMT) : ok
Mike (17:13:40 GMT) : Yes absolutely, but we have already refunded $XXX.95 and $XXX.73. There isn't anyways that we can cancel what we have already refunded.
Mike (17:14:01 GMT) : Please adjust this amount as compensation for your experience with Demar.
Lester Pack (17:14:18 GMT) : thank you
Mike (17:14:22 GMT) : I'll more over forward your concern to the packaging department, to check this issue with Demar.
Mike (17:14:33 GMT) : You're most welcome, Lester.
Mike (17:14:43 GMT) : Please accept my sincere apologies for this inconvenience.
Mike (17:14:46 GMT) : Are there any other questions, I can assist you with today?
Auto-Generated Message (17:15:24 GMT) : Visitor has requested for email transcript. The email will be automatically sent after the interaction is wrapped up.
Mike (17:18:38 GMT) : I don't mean to rush you, just checking to see if we are still connected. Are you with me?
Lester Pack (17:19:00 GMT) : thank you
Mike (17:19:22 GMT) : You're most welcome, Lester.
Mike (17:19:37 GMT) : Thank you for chatting with me and choosing Sears Online Chat. Please fill out a short survey according to the interaction you had with me.. We appreciate your business.
Mike (17:19:45 GMT) : Bye and take care.
Lester Pack (17:19:47 GMT) : i will
Mike (17:19:56 GMT) : Thank you. I'll be highly obliged:)
Mike (17:20:07 GMT) : Bye, Lester:)

In August of 2017 I purchased a clothes washer that I never received. When I asked for my refund I was informed that a check would be sent in the mail and I would receive it within 10 to 14 days. I did not and called back to inform customer solutions of that. I was then told I would receive a call back from their offline department when they would be able to resolve this issue. Again, I did not get a call back. This has been going on for the past 4 months and every time I call I am told that they can not take care of the issue that it has to be thru the offline department and they will call me back within 24 to 48 hours. To this day 12/5/2017, no one from sears has contacted me. I called again and was informed that I would get a call within an hour and still no call. This is completely unacceptable customer service. My confidence in Customer Solutions is at a zero. At no point in my dealings with them have they complied with what was stated. I have asked to speak to someone that has the ability to help me in my conversation and was told that there was no one at that time and I had to wait another 24 to 48 hours. If there is someone that can help I would love to be contacted on this matter. Who is in charge of this terrible service?

Brian
[protected]@yahoo.com

We have had Sears Protection Plan for 20 years, their Service was excellent for a number of years, however in the last 2 years it has declined, the technicians & scheduling departments are not on same page, My Wife & I have missed a number of days of work waiting on technicians who never show up & if they do show up do not check or repair appliance & have to reschedule, I have sent letters cancelling our contract & asked for a refund, as of today I have not heard from anyone, I have tried calling to no avail?

Date of the incident: November 30, 2017
Case Number (Customer Solutions) 5396674
Desired Resolution: Replacement of the tapped Refrigerator

Details: I purchased a new refrigerator in October 2016 for $2, 900. The refrigerator started to give us problems with cooling in early November and stopped working shortly before Thanksgiving. We had to throw out most of the food. A Sears sales tech arrived to discover that my appliance had been tapped and took pictures to confirm that the refrigerator we bought as new was actually a reconditioned unit that had been tapped. He said that tapped refrigerators usually only last 3-4 months. Sears refuses to replace my 13-month old appliance because it is officially out of the warranty period even though THEY SOLD ME A USED REFRIGERATOR WHEN I PAID FOR A NEW ONE. IT is like I am in some customer service loop where they refuse to see how wrong they are and just stick to a warranty script.
Here is a list of my contacts with Sears since it broke.
(1) November 27th, 2017 - Sears Repair Tech (Robert) arrived at 5 PM to look at our broken fridge. He thought that problem might be related to the board with a repair costing over $600. He was tired and seemed very confused about warranty coverage. He was unable to verify whether our warranty was still in place and I could not find paperwork. Therefore, he decided to list the call as if I wasn't home and advised me to set up another appointment.
(2) November 29, 2017 - Sears Repair Tech (name?) came to diagnose problem only to discover that the unit had been tapped. He put in an order for a new cooling unit but advised us to call to try to get a replacement fridge (or at least get parts and labor covered). Under the terms of the warranty, we would be responsible for the labor but given that we were sold a tapped unit, it would make more sense to ask for a new fridge. He said he would take of the repair if that was the direction it went in. He took pictures of the unit and sent them by phone to file.
(3) November 30, 2017 - spent over 4 hours on the phone (9 am - 1:15 Pm) with tech support and Customer Solutions. Spoke to Eric (147611) and was advised that I would have to cancel repair order and parts order in order to pursue a replacement. Therefore, I hung up and called Service and canceled the existing repair order. When I called Customer Solutions back [protected]), got a different person who also put me on hold for long periods of time while not moving the case forward at all. Was given a case number (5396674) and told that the call would be escalated with a request for a replacement. Was told that I would be contacted by phone or email within 24 hours)
(4) December 1, 2017 - after not receiving either a phone call or an email, I called Customer Solutions again. First rep said I had to talk to parts but then hung up on me. I called back and got nice lady who said that I would get a call within 24-48 hours regarding my request for replacement.
(5) December 4, 2017 - received no phone call back from escalation team and made another call to Customer Solutions at 3:18 PM. Talked to Tina (Id #110007) and was told that someone called Saturday afternoon around 3 on my cell phone but I checked and have no missed calls or voicemails from Saturday or from Sears at all (my cell will note missed calls). Also checked home phone number to make sure and no missed calls there either. Verified with Tina that Sears has correct number and cell phone number was verified. Tina now told me that I need to contact "Benefits Department" and put me on hold while calling them. She came back and told me that since refrigerator was out of warranty for replacement, Sears would not replace it.

I bought my refrigerator 2 years ago (thank goodness with Master protection plan). My refrigerator went out the first of October and I lost everything in my freezer. It took almost 3 weeks (October 17th) to get a repairman out to look at it. That visit resulted in parts having to be ordered. The next "available" date for the repairman to return was November 14th. When this visit occurred, one of the parts he ordered was damaged prior to delivery (resulting in another scheduling). The repairman was to come on November 24th but the new part did not arrive until late that evening. I am still waiting for repairs. They have me scheduled now for 12/21/17. Meanwhile, my 2 year old refrigerator (that cost me $2000) has been out for over 2 months. I am very dissatisfied with this whole situation. I have filed a food claim but I do not have the receipts for all the food I had to replace. This is unacceptable!

I purchased a dishwasher from Sears on November 3, 2017 and they promised me deliver on November 13th. I stayed home from work that day and lost a day's wages. Unfortunately, they did not show up to deliver my dishwasher. They promised me a second deliver date of December 16th and I stayed home that day to receive my dishwasher that never came. The next day I called and said I wanted that order cancelled and my money back. I was told they couldn't do that, they couldn't cancel my order. They transferred me to a bunch of different departments, most of whom were closed so that I could not get anything done. The next day I called and said I wanted that order cancelled and wanted my money back, again, transferred many times but someone finally told me my order was cancelled but it would take 10-15 days to get the money credited back to me. Tonight I called to see the status of my refund and was told the order was never cancelled. I hate Sears and will never do business with them again. The Customer Service is terrible, I can never speak to any one who has clear English diction, you can never get the correct department to help you, and now I am adding theft to the list because I can not get my money back.

My case number is [protected]. I have the Yearly Home Warrantee and pay close to a thousand dollars a year to have my FULL HOME covered. Well about a month ago, my dishwasher was not working. I called Sears and they sent one of their contractors (whom they picked .."Action" to repair my dishwasher. It needed a part and once the part was put in...it still didn't work. My dishwasher is also leaking badly from the bottom. I think it needs to be replaced. So the Action technician had trouble getting all the parts and he was on line many times trying to help me get this dishwasher fixed... He deemed it not fixable but still waiting for the parts. I didn't have a dishwasher through Thanksgiving and have called and spoke to a SUPERVISOR many times and they feel so badly and assure me they will contact Action soon and see what can be done. Nothing has been done because it is too difficult to get SEARS to do their part with this problem. Sorry to say I have given this company "enough" of my money. BEWARE. Don't get this Home Warranty. It is Not Worth It and the Company is going south. Looking forward to going on the t.v. news with this information...as I am trying to get onto "5 ON YOUR SIDE'

This is the second time I had Sears Home Repair NOT show up for a scheduled appointment. I was told they would be here from 9:00 -11:00. When they did not show up I called 4 times and spoke to 4 different reps. The first rep was so rude. I asked to talk to her supervisor and she said there was no supervisor around. I told her there had to be someone there. She put me on hold and never came back on the phone. I called 3 more times and just kept getting the run around. This is the second day I took off work and have no one show up. I had a Master Protection Agreement with Sears for twice a year preventative maintenance on my heat pump. I called just now and cancelled my protection agreement. I am supposedly getting a $271.00 refund. I will never do business with Sears again.

I am very angry and upset with sears in Colorado Springs, colorado.
How a major corporation can allow such behavior is beyond my comprehension. First, they fired my son under false allegations that had nothing to do with his job or performance. As a matter of fact he had this store in the top 25, now they are in the negative. They have allowed employees, Kevin Aragon slander my son by stating he hopes he is dead lying in a ditch and a young lady in the auto center spreading false allegations around the company. She has made him fear for his life and cannot even walk around the city without fear. I believe i see a lawsuit coming for racial discrimination and wrongful termination.

My wife went to the local Sears to order a Kenmore Refrigerator that was on sale. I told her to tell them that I would be available any day in the afternoon to receive this item. The salesperson told her that we cannot dictate to them what time of day the refrigerator would be delivered, and he said someone would have to be available all day to accept the item. He told me that he would be happy to take care of me if he could, but the company makes the rules. Well, that just tells me that Sears is doing all they can to run off what is left of their once huge loyal customer base. As far as Sears is concerned, customer service is dead. I will find someone else wants my business that provides great customer service!

Our terrible and very disappointing service experience needs more than a checkbox response.
On Nov. 13 or 14, we called Sears to request service on our 3 1/2 year old Kenmore Pro ovens, which have been performing poorly. We were contacted, via Sears, by A&E Factory Service, from Santa Maria, CA.

We scheduled an appointment with A&E appliance for Nov. 20 and they followed up with two emails, confirming date and time, and finally a phone call on the morning of the appointment.

A polite and evidently very experienced serviceman showed up promptly, took one look at the buckled and melted bottoms of our ovens (one of the oven bottoms has a small burned-out hole in it), and knew that he could do nothing. He demonstrated the obvious problem by turning the top oven to 400 degrees. We waited about 5 minutes and then touched the metal at the bottom (over the lower heating element).

It was cold. He then explained how ovens work, by cycling the heat between the broiler element and the hidden element. With the lower elements shot, we're only getting heat from above.

Because he could make no repair, and had only been in our home for maybe ten minutes, and knew our only option is to buy new ovens, he wouldn't take the $99 payment, although it was offered.

When my wife called to speak to Sears the following day, she was told (by someone in India) that there was no record of the service call, that the call had been cancelled (! The man had been in our house!) no payment recorded, thus no report written by the service person, so before Sears can do anything else we will need to have another technician come to the house - almost a week and a half from now - and repeat the entire fruitless process.

It is now obvious that shoddy workmanship and or a flaw in this product is responsible for the problem, and certainly hope and expect Sears to help us. We've been good customers for decades, and nearly all the major appliances in our kitchen, now, were purchased through your company.
Having read several similar complaints about the Kenmore ovens, we have to wonder if a class law suit is in the works?

We would appreciate a response from Kenmore as it seems hearing directly from Sears could be fruitless.

Sincerely,

Jeffrey Bloom
Los Alamos, CA

jeffreybloomphotography.com
www.facebook.com/VisitLosAlamosCA
Carole Bloom
[protected]@me.com

Refrigerator: October 6, 2017: No ice, husband had knee surgery. When we got home we didn't have any ice. I never thought about looking to check to see if we would have ice. Which my husband needed ice and we had to go and buy ice for his knee. I called to place a repair appointment. This was an emergency with surgery. They couldn't get anyone out until. 10/10 ice maker started to work. The refrigerator then couldn't keep a temperature setting correctly.

Now every year I have them come out in the spring to do a yearly maintenance checkup on all my appliances. They may send 3-4 tech out to do this process. So they charge $ for each appliance even if they do a 5 minute check up and chat with me. I have every receipt and every piece of paper for each of my appliances. I also have a folder and a note book which has every one that comes out here

.Dates for repairs: October 17 time: 8-12: Frozen up tray area: October 30, time 15 need to wait or a normal range for the temperature due to me setting the range up to 8 on the door. We need a 24 hour time frame before setting. They couldn't check temperature. October 20, Should unthawl. Had to now order part for the drawer crisper to replace. Due to frozen and need new part. As of today Refrigerator is still not right. They came out and said the temperature is correct. ON 11/12 no ice once again. And we are starting over with process. Said if the tech thought we needed a new refrigerator it was up to his discussion. Need to make another appointment. Have you notice how much they change for an appointment to look at your appliance to order a part then may have to come back out a couple more times. Just think if you didn't have the Master Protection Agreement what this product would charge us. I don't know where to turn to now. They also said if you have had anyone out more then 5 times in 1 year it is called a lemon law. Will how about in 1 month. I can't seem to get any answer now.
Froze up: 11/25/2003
6/25/2007 Froze up
6/27/2007 still no ice
1/31/2010 replace door seal was cracked,
1/13/2011 order a new seal gasket
1/24/2011 come out to put on
4/28/2011 freezer shelf and plastic drawer not : not to much they can do with it due to being plastic.
1/7/2013 ice cube maker stuck, fixed and adjusted the wire
3/29/2013 coolant for drawer freeze up my cheese in the drawer, button stuck due to the drawer. Clean core and check temperature, clean with a brush.
6/29/2015 ice maker frozen up once again. Showed my husband how to fix this probelm

10/27/2015 ice maker won't make ice cube/crushed
11/16/2016 ice maker frozen up; replaced parts for the tray
3/16/2016 adjusted a screw for ice maker to make cube and crush and will clean
2/2/2017 seal broke had to order one, wasted time
2/9/2017 order part and sent out Circle City Appliance 2-5 repair time
[protected] ice maker doesn't work
10/29/2017 order 2 parts for the chrisper drawer
4/10/2017: they did my yearly clean and warranty check up each year. It takes a tech for each appliance. They no longer move the refrigerator out the check coils, and back of frig. One tech says then brought to another tech. The first tech was just lazy. They do move them out to repair and clean, service the back. Not a good track recorder.

Dryer: Kenmore:

had to bring out a second one when we bought the first one. Not working.
Dates:
2/17/2004 dryer started, have to order parts 2/19/on a Saturday came out to fix.
4/21/2004 heater panel board was bad
12/28/2004 heater panel board thermostat replaced
7/6/1009 shoe holder cracker, order me a new one.
1/5/2012 dryer won't heat, heat relay replaced.
4/15/2013 heating element burnt though
10/27/2015 dryer is making strong loud noise when running. The drum is loud. Order a new drum.
11/15/2015 took the whole dryer apart they don't know order a new drum,
2/2/2017 order dryer drum rollers and looking for a lid, damaged the lid and as of today 11/22/2017 still not replaced the top of dryer. Circle City did the repair. If you have another company to come out to repair they are /responsible for damage. But they said they can not order the part. As of 4/10/2017 not happy with the lid of dryer badly damaged. put in order for roller for dryer and replacement of lid. Sorry for the dents is all I got out of that. 10/29/2017 Andy with A and E said to call to have someone to come out to take pictures of dryer, as of today they have canceled on 11/13/2017, canceled yesterday: 11/21/2017, no phone call, nothing, when I called they over booked their route and didn't even call to let me know. I called them to ask what time they were to come out. 11/17/2017 cancel appointment, no show. Becoming a pattern, here. 11/21/2017. Called from 11:30 -5 and asked for supervisor and every time they said they would help and try to get a dispatcher on the line, I was disconnected. Still haven't heard back they have my phone number to return my call.
11/13/2017 Sears is supposed to be ordering the part and can get it, but the tech has not done that yet. I have a Master Protection Agreement. Be careful who they send out to do repairs. May not be covered after the repair is made due to another company as per the tech.

Washer: Kenmore: Dates:
6/5/2009 replace control board in starter button would keep going
10/2007 replacement of motor coupling, making a noise and water won't drain out
9/7/2011 replace motor coupling, making noise and water won't drain once again
4/12/2012 replace rota tor cup on washer strip, its not washing my clothes, have to put on normal needs to be on heavy load, so on
12/14/2012 washer knocking noise: Circle City came out repair transmission added a seal to lid
1/13/21013 washer coupling and order transmission Circle City repair

5/2/2017 replaced belt broken belt with Circle City
10/29/2017 order washer setting control panel. (still no panel) new tech said it was motor coupling again.
11/7/2017 order part for washer, still have no part for washer
11/10/2017 still no part for washer, part finally showed up and tech came out and part was broke. HE gave his word, because it was good. He would order part for the motor of washing machine 11/13/2017. Still NO part.
11/17/2017 Sears cancel appointment due to no part was ordered by tech.
11/21/2017 said on phone that the part was ordered yesterday and when it comes in to call I now have an appointment scheduled for Dec 4 for dryer and washer. Haven't even made one for the Refrigerator yet.

I am not a happy person. Never make complaints, always do a great surveys, but I am very upset. Customer since 2003 and always had great service. I don't know who/what/is going on with your departments, but get out here and fix my issue with washer. I am having to go to the laundry mat to do laundry. Yesterday being over book, no phone call to let me know from 1-5 does not get it. Having an appointment for december 4 does not get it. My husband works in a company with parts and repairs. He drove to a town 3 hours away then drove to blooming ton to get a part for their company to get it running.

I am asking to have my part ordered/put on that truck and bring it out here. Your tech dropped the ball, good word, so forth and would get this going. Didn't order the park 2 weeks ago.

Help here!

I can take pictures but someone was to be out here 3 times and take them for your records to order my part. I have every piece of paper, receipt, folder full. If needed.

Belinda Cloud
6035 West 300 North
Bargersville, IN 46106

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So frustrated with Sears repair service. I have a dish washer that has gone on the blink. Called for a repair appointment and ended up speaking with someone in the Philippines who spoke broken English and was very difficult to understand. But I did finally get an appointment. Guess What! First available opening is ONE MONTH from today! Requested to speak with the supervisor and she wasn't any help either. Also requested to speck to someone in the US and was told by the supervisor that I was being racist for not wanting to deal with them. Me! A hispanic!

My advice to you . . . Do NOT purchase any Sears Protection Agreement Plans. Sears will not be there for you when you need them; and you'll end up speaking to someone in a different country. So please, save yourselves the aggravation and disappointment. Do NOT purchase any Sears Protection Agreement Plans. Sears is not worthy of your hard earned money.

We purchased our Samsung refrigerator on November 28, 2014 along with the 3 year Master Protection Agreement. We have had 9 service calls on the icemaker since November 1, 2016 all for the same issue. Each service call, the technician defrosts the unit and makes adjustments and/or replaces parts. Upon completing their service call, they note that the unit is working properly. Approximately 4 to 6 weeks later, we have to have another service call for the exact same issue. I have called the Customer Solutions number (as instructed by the technicians on more than one occasion) and each time, am told that we do not yet qualify to have the refrigerator replaced. While I like my refrigerator, I did not pay for an appliance that does not fully work, nor do I want to continue paying for a MPA to cover an icemaker that cannot be repaired. The last two technicians have said that all the parts that can be replaced have been and all the adjustments that can be made, have been made. Where does this leave us when Customer Solutions still denies that this unit falls under the No-lemon guarantee?

I purchased my water Heater in July 2014 from Sears and also purchased an extended warranty at that time, which expires in 2021. I have the service t ech to my home 3 tim s since 10/21/17. The the tech has had to r turn so many times because the parts are not available to fix my problem. I have been told the parts are on back order. We are 4 adults and 2 Children who have not been able to shower since 10/31/17. I have been on the Telephone repeatedly and no one can help. As I write this I am in tears because I have doctors appointment tomorrow and can't shower or wash my hair.
I have been assured that the part will arrive by Nov 24th, that will be almost a month since we have showered.
I would hope that a corporation as big as Sears would have other parts venders?. I have dealt with customer support, customer solutions (case 5353508), and countless other associates and reps.
Please help

Thank you, Shirley White-Walker
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