After several missed appointments and much time spent arranging them, repair went poorly and now my LG refrigerator is barely running. A part was ordered but there seems to be no way to have this repair prioritized as I watch my food all go bad. Refrigerator was making noise before but was working but this repair did not fix the problem but made it worse. Sears needs to be more responsive and give me a service appointment before all my food is spoiled.
Waiting for more than a month to repair our Kenmore refrigerator. Finally got parts ordered...they arrived, now trying to change an appt that is far off into June 15th... and the online reschedule feauture gives an error when trying to change appt. called 800# ..they see the same thing as me , error message ...how is that possible !!!!??? we are living out of 2 coolers in our kithcen floor , this is the worst customer service experience Ive ever had. The whole week of June 8t is available to make an appt but error message wont confim appt. Is there a website technical support dept that can help me and your employees???
I ordered a washing machine last week and selected a delivery date and time in the morning before I left for work. Tonight I got an automated call with a time in the late afternoon ann NO OPTION to talk to someone since the time was not possible for me. I looked up the order online and while there was an option to reschedule, it was not possible for my order but said I needed to call a phone number. I called and was made to wait over an hour on hold, and then told there was no option to get my original delivery time back, and there earliest date I could get my washer delivered was 3 days later with no guaranteed time, and there was no way to speak to a supervisor. How can I escalate this issue as I am sure that this is not how Sears treats their customers?
I just bought a new Kenmore gas range (Model No 79074133311) online and had it delivered i paided for them to hook it up only to find out when they delivered it that they cannot do propane convertion on it and I never got refunded for the hook up fee. I was told to have someone else hook it up. I have someone come look at it only to find out that the conversion kit bag has a hole in it and some of the parts are missing and that they dont even know if it can be converted. While looking at the stove i noticed that when i open the oven door the storage drawer on the bottom pops out while opening the over door and rubs against it. I'm stuck and i dont know what to do.
I am filing a complaint with the BBB. My issue has been going on for over a month. Why doesn’t any of the customer service staff have a manager’s contact information?...Why can’t we get anyone to call us about our issues? This is a multi-billion dollar company and I have to post this like an angry child because there isn’t a real outlet for real complaints! Or maybe it is set up this way for a reason!!!!! I ordered a dishwasher online and received it the next day. The installer caused a link under my sink and didn’t inform us of the issue. He said instead that the dishwasher was defective and that we would have to contact customer service to get a replacement. I had to call 2 different 800 numbers to get the new item ordered...The next day we discovered the link...after being calling 3 more numbers I finally received information for filing a claim for the damage…I was told NOT to make any changes or get the issue fixed until the claim was processed. The Adjuster didn’t contact me at all I waited 4 days. I had to call him...requested contactor photos which I provided. He hasn’t contacted me since…in fact I received a letter from him stating that he hasn’t spoken to us and feel free to reach out to him at our earliest convenience. The owner of the installation company (Sears’s vendor) did contact me…so we worked out the claim and settled. Now back to Sears…during the two weeks going back and forth with the contractors and the Adjustor I never received a delivery or installation call for the 2nd Dishwasher…So two 800 numbers later we discovered that the customer service person did not finalize to replacement order in the system so it did not generate the delivery call…and I learned that the Delivery and installation departments are separate. The next day I received a call stating that I could not receive my new dishwasher for another 3 weeks. And would have it insulted the day after it was delivered…I called the 800 number provided and was told that it was not in the warehouse and so I would have to wait the 3 weeks. I WAITED!...the service guy called the night before and gave us a window of time…Called again at 7:00 am to verify the time window…Called 2 hours later and said he couldn’t find the address…He had an address for an Office Park on the other side of town…he said that someone would call back. We received a call stating that it would be another 3 days before the item could be delivered. And that WE would have to call and Schedule it and ALSO call the installation department to reschedule that as well…and that there was no way it could be delivered any sooner. I stated that we have to WORK!!! And now we have to adjust our schedules again for another delivery and installation...you could hear the laughter in the service persons voice as she related the information we needed to make the additional calls. I called for the delivery and the service person still had the WRONG address…I have used Sears for 20 years…Every Appliance in my home has come from Sears and I have NEVER had this type of issue…I when over it twice to be sure that the Address was correct and I am still scared that it is wrong…she gave me the WRONG NUMBER FOR installation…OMG!!! 800-497-0402…I repeated it back to her for goodness sake!!!! Let’s sum up: We have adjusted our work schedule for the 1st installation, for the contactors to come and take an assessment of the damages, for the 2nd delivery, for the 2nd installation…for the 3rd delivery for the 3rd installation. This is the worst experience of my life and I PAID for it…it is like we are being punished for filing a claim for the damages and requesting a replacement for the defective machine, why would it take 3 additional weeks to get the replacement dishwasher…when the 1st one was delivered the next day? Why would the address be altered in the system from the 1st delivery? Why would we have to make all the calls to reschedule everything?
I really cannot beleive that Sears is treating me this way. I purchased a portable AC unit and a 5 year plan June 2014. We had a cool spell and started using it 3 weeks later. About 2 weeks in, it started making a loud noise. Because I was 35 days past purchase, I was told I had to use the warranty plan. I had a tech out 3 times over the summer stating their is a design flaw in the unit. I finally got ahold of Ashley in the Blue Ribbon team who authorized a replacement under my protection plan and said i would get different brand as a replacement unit but with the same features. She recommended that because summer was now over (after having to wait over a week each time for a tech to come out) that I wait until summer 2015 to get the replacement but that everything was documented under my case and gave me her TN and extension to call back when I was ready to get the replacement. I even have an email from her stating all this. I requested her to send it thank goodness because I don't trust Sears. Well, its getting hot out so I called today--apparently, Sears got rid of their executive team. I am now told to call customer solutions who took over the cases and they want me to go through everything again that I already spent HOURS doing last year. It is supposed to be noted and I have an email regarding the replacement but this new team is telling me that because they dont have access to the same notes that the Blue Ribbon team had, and since that group was closed, I now have to write a letter to corporate. I absolutely refuse to do that when it has been in the 90's and I need an air conditioner. I just want my air conditioner replaced with a new comparable featured model as I was promised by Blue Ribbon in December 2014. I really cannot believe that after I was promised all I would need to do is call back with a case number, that now I am being told I have to start all over with this. I need a way to get assistance, not by the new customer solutions team because in the hours i spent on the phone with them this morning, and the supervisor, I can tell they do not have the same level of concern about customers that the blue ribbon did. I need someone to contact me ASAP about this. I am in total disbelief.
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