Types of Badges
Comm MgrCommunity managers take care of the entire community so we can enjoy it.
ModeratorModerators are the good people who help get questions answered and make sure everyone follows the rules.
ExpertExperts are the smart cookies who know a ton about products and answer questions.
Sears CaresPeople with this badge are trained customer care representatives who make sure you get help when you need it.
AssociateAssociates are actual employees of Sears Holding Corporation, but not part of the Community Team.
VendorThese are business partners of or suppliers to Sears Holdings Corporation.
EditorEditors are grammar gurus who create blogs and guides that you will enjoy.
Sr. BloggerCount on these topical wordsmiths to deliver blogs and guides that matter to you.
Home & Family Hi, I was given a Sears Portrait certificate as a gift. I recently called to book an appointment for a family Christmas photo and found out that there is no longer a photo studio within Sears. How is Sears handling this issue. Will my son (who purchased this) receive a refund? Who do I contact within the Sears group? Thank you in advance for your help.
ccc11, We sorry that you issue is ongoing. We see that our case manager has been trying to reach you but was not able to speak with you directly. We will forward you post to your case manager for at…
Food & Cooking The oven racks fall in my Sears Kenmore Elite oven ranges. This is dangerous and I am wondering why you have not done a recall on this product or contacted owners to have this fixed. Hot spills occur when the racks fall while baking! The repairman came but cannot replace the oven wall until Dec 3rd.
collinsk2, We're sorry that your issue is ongoing. We will forward your post to yourThank you, David W. MySears Community Moderator case manager's attention.
SeeBass, We’re sorry that our customer service did not meet expectations with regards to your recent delivery experience. My name is David with our Sears Cares Escalation team. We would be happy …
Roe_Buck, We’re sorry to hear that you are missing a part from your purchase. My name is David with our Sears Cares Escalation team. We would be happy to discuss this situation with you and ***…
Home & Family Ordered a dryer + parts on 11/2/13. 1st ‘your order is ready’ came on 11/3/13 that was for the hose and other parts. 2nd ‘your order is ready’ arrived on 11/5/13 for dryer & propane converter. 11/9/13 took out old dryer and drove 35 miles to get dryer, converter, + the rest. OOPS, no dryer, email sent in error. Told to wait for another ‘your order is ready’. It never came. No dryer, but Sears charged credit card (the only charge on card) we got the bill, but no dryer. I called on 11/18/13, sure enough dryer + converter is at store. Again we go to pick it up, they couldn’t find the propane thing, my husband said he wasn’t leaving until he got everything to install dryer, meaning we had to have the propane kit. So this manager went and brought out a propane kit. We had to hire a service guy to install propane kit, wrong kit - it won’t work on our dryer. I called Sears, explained we were given the wrong part, she says she can ship it, we’ll get it in 3-5 days, cost $10.99 for part and $79.99 shipping! Outrageous!!!! Your mistake in the 1st place and you’ll charge me $80 in shipping. Husband got in car and actually found the right part at another SEars store. But he couldn't return the wrong propane kit because his receipt was for another kit. Duh! I’ve bought a lot of appliances from Sears in the past, but never again. I promise. After reading some of these other posts, I think I got off lucky, so far. Your robotic answers are stupid and insulting to customers. I don’t want your ‘happy to assist you’ or ‘we’ll get back to you’ ****. I want nothing from any of you, but maybe someone will see some of these posts and not waste their time and money with your Sorry company. You do not know the meaning of customer service.
Sue-b, My name is David and I am a member of the Sears Cares Escalations team. I saw your comment and wanted to reach out to you. We are terribly sorry to see the frustrating experience you had wit…
Home & Family Hi...I have a KENMORE ELITE RANGE, double oven, model number 79098023801 manufactured in Nov. 2009. We have had this oven for just under 4 years and of course it is out of warranty. Over the past many months the oven racks no longer fit in the oven. They fell when I put something in the oven to cook. I went through 2 days of trying to get to someone to understand my problem. After much frustration, a technician came in and said that the oven walls had expanded and that this was a defect of the manufacturer. He literally "banged" it back in place by taking off the outside oven panel and hitting it back in place BUT it will probably expand again. Sears will not come good for this and acknowledge that there is an actual defect in the range. I reported the problem to CPSC.GOV as an unsafe product. I almost burned myself on many occasions as my racks fell with hot food on them. I feel that these ranges should be recalled as they are unsafe. I believe that my oven should be replaced by different model. All of our appliances have come from Sears and has been that way over my adult lifetime. I have lost confidence in Sears as they do not stand behind their product. Because my warranty is expired, they do not feel that it is their responsibility any longer. Oh, by the way, I googled this and I have found others with the same problem with the same model! What a shame!
jennmckown, We’re sorry to hear about the range issues and that our customer service did not meet expectations. My name is David with our Sears Cares Escalation team. We would be happy to discu…
Home & Family How can the Xbox One be arriving from all other retailers but Sears is saying to wait 2 weeks for it's pre-orders to arrive?
cb1985, We apologize for the trouble you’ve been having with your online order. My name is David with our Sears Cares Escalation team. We would be happy to have a case manager contact you dire…
Outdoors I bought a toolset from sears via their website for a significantly lower sale price. Sears charged my card and shipped the toolset to me. After 2 days, sears sends me an email and says sorry the price you purchased this for was a mistake, we cancelled your order, and returned the packages back to us.
Billm914, We’re sorry that our customer service did not meet expectations with your recent online purchase. My name is David with our Sears Cares Escalation team. We would be happy to discuss thi…
hope4happy, Thank you for keeping us informed about your situation. I will make sure to forward your post to your case manager for attention. Thank you, David W. MySears Community Moderator
Home & Family Does anyone know what my recourse is when Segwick denies a claim? My hardwood floow was damaged after my refrigerator water line leaked not once but twice! The first time the tech repaired the leak and then 5 months later it sprank a leak again! This time the tech replace the line and he opened an axikit took pictures of the damage and even had us sign a release. He gave us the information to call Segwick who were very nice to start I followed all there advice did what they told me so I was very surprised to get a letter saying the claim was denied. They even went as far as saying I was not telling the truth about the incident as they said they talked to the service tech! After that Segwick has been very rude and told me they really did not care what I did next. I called corporate and they also said Segwick makes the decisions. So needless to say I have not had anything done and my hardwood floor looks terrible and I am left to deal with this alone. Anyone that can give me any help would be greatly appreciated.
sad60, We’re sorry to hear about the troubles you’ve been experiencing with your damage claim. My name is David with our Sears Cares Escalation team. If you would like, we would be happy to h…
Food & Cooking I cannot tell you how disappointed I am in Sears . I bought a new microwave oven combo AND WARRANTY June 30 2013. It broke mid October. I I have had three trips by the repairman . It is going on 5 weeks without a working oven. What happened to Sears standing behind its products? I thought the Warranty would have provided for a new oven by now. I called the BBB to file a complaint but I am still no better than I was last week, last month.
Frustrated2013a, We thank you for bringing this to our attention. My name is David with our Sears Cares Escalation team. We apologize for the trouble with the repair and we would be happy to have…
SO41622411, We apologize for the trouble you’ve experienced with your cooktop repair. My name is David with our Sears Cares Escalation team. I can understand your frustration with this situatio…
hope4happy, We apologize for the trouble you’ve been experiencing with your water heater installation. My name is David with our Sears Cares Escalation team. We would like to have a case manager …
Home & Family Why do I keep getting the runaround when I call about the delivery of a lift chair ordered a month ago?
daysi44, We apologize for the trouble you and your mother have been experiencing with your lift chair order. My name is David with our Sears Cares Escalation team. We would like to have one of our…
Home & Family I have NEVER posted to one of these sites.......THAT'S HOW BAD SEARS CUSTOMER SERVICE STINKS (totally want to use another word)!!!!!!!!!!! I called a month ago about the hinge being broken (again) on my washing machine door and scheduled an appointment for a repair person to come out to replace it (again). The repair person showed up without the part. ????? What? Why?...you knew that's why I called, you have the serial number of my washer......BRING THE PART. After sitting in my driveway for one hour and "calling around" to other trucks in the area to see if they had the part....no luck. TIme wasted......needed to reschedule. Appointment was this morning between 8-12. I called at 10:40 to see if they could call the tech to make sure he was arriving by noon. After getting through the usual first defense of BS, asking (again....and again) for my email address and if I would like someone to give me an estimate on a kitchen (are you kidding me!), she told me she would contact dispatch and have them call me. This took 23 minutes on the phone! No call from" dispatch", but one hour later, I did receive an automated message saying that they would not be here in my window- wait or call to reschedule ...ARE YOU KIDDING ME! I called CS again and asked for a supervisor. I spoke to Gail. Explained my situation. She offered an apology and nothing more. Said she would called dispatch. The next thing I know, she transferred me to them and was off the line. Totally, "Passing the buck!" I spoke to Sandy in dispatch (Northern, NJ). She basically said "Too Bad, you will need to reschedule if you can't wait, I don't know why she (meaning Gail) transferred you to me, she's the Customer Service Escalation and should of handled this. This is the way it is and hung up on me"...ARE YOU KIDDING ME?????!!!!! I have wasted 2 1/2 days sitting at home and waiting for a person to fix a hinge on a door that should have been fixed the first day. Another hour plus trying to make headway on the phone only to be told too bad, reschedule and hung up on. This is not the Customer Service I was promised when purchasing my Kenmore Washer and Dryer nor the service I was promised when I renewed my protection agreement. I WILL NEVER PURCHASE ANYTHING FROM THE SEARS COMPANY AGAIN!!!!
Ecaud, We’re truly sorry that our customer service did not meet expectations with your recent washer repair. My name is David with our Sears Cares Escalation team. I can understand your frustrati…
Home & Family Sears is going to lose a loyal customer over poor service. Who can I discuss my concerns with regarding poor customer service and failure to help me resolve an issue? The associate refused to allow me to escalate my concern and made it clear that his manager would not help me even if I did get to speak to them. Who manages service recovery?
HelpInMiami, We’re sorry that our customer service did not meet expectations with regards to your service concern. My name is David with our Sears Cares Escalation team. We would be happy to disc…