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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.
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Home & Family I placed an prefer online for pick up in store and here it is 3 days later I can't pick it up because the system is down! When do I receive my drill I ordered this is horrible customer service!
Hello Muddweiser, We thank you for reaching out to us. We would be happy to have a case manager contact our business partners regarding your online order. Please send the following information â€…
Hello hope4happy, We appreciate you taking the time and effort to inform us of this situation. I will forward this tweet to your case manager and request them to contact you. Thank you, Diann…
Hello Al1980, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your lawn mower concerns. Please send the following …
Outdoors My wife and I have been talking to customer service reps and warranty reps for the last two days and get no answers to our questions other than I'm sorry. We have been waiting for an engine for a 2000.00 dollar mower for about 4 weeks now. Truck line has told us twice to be at home for a delivery and has missed that delivery. Sears says that that is not their problem, but the truck line is at fault. I feel that that engine belongs to sears and not to me until it is installed. I have talked to many persons over the last two days with Sears. Some have tried to be helpful and some blew me off an said I'm sorry but I can't help you. Everything that I read now says that Sears has a major issue with customer service. On numerous occasions, I have asked to talk to a supervisor and to my knowledge I have not talked to one. We have not used our mower since September. We have lost work time to be at home to wait for part. Does Sears care about its customers and future business. I don't think so. It sure would turn your loss around. Would anyone one to call me in an administrative position. We'll see. Greg Smith
Hello Smithster, We thank you for taking the time to let us know about this situation regarding your engine for your tractor. We would be happy to have a case manager contact our business partners …
Home & Family My LG refrigerator is 3 years old. THe entire refrigerator section has frozen. I called Nov 11, 2013 to schedule an appointment, they cannot come until November 26, 2103. This length of time is simply very poor customer service. I planned on replacing other kitchen appliances with Sears but will look elsewhere due to lack of timely service.
Hello Illinois1234x, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your repair concerns. We would be happy to c…
Hello DIZAPPOINTED, We thank you for taking the time to let us know about this situation regarding the difficulties with refrigerator purchase. At Sears, we pride ourselves on making sure our value…
Saving Money My college age daughter bought us a gift certificate for family portraits last Christmas. I was going to try to schedule an appt. when she was home for the holidays and have found out they are no longer in business. Can we get a refund for the amount she paid for this? It was for a 10x13 wall portrait and 4 enhanced sheets.
Hello BethObe, We thank you for taking the time to let us know about this situation regarding your gift certificate for family portraits. We would like to take the opportunity to have one of our pe…
Home & Family I have been a loyal Sears customer for over 35 years. I had an appointment today to have my Kenmore washer repaired. This same machine has been repaired in the past by Sears under my purchased warranty. Last year, after being called, I renewed the contract. Today, I was phoned at 2 PM by the service technician to tell me he was on the way to my home to repair my washer. I was very impressed until he asked me if I had the washer's serial number. Answering my phone in another room (away from the washer). He told me to lift up the lid and look for the number. I did this - and couldn't find any serial number. At this point he turned very nasty, and told me "that apparently some previous technician noted there was no serial number on the machine". I told him "I'm sure you'll find it when you get here". He did all he could to try and cancel the appointment. At that point, I called the 1 800 Sears number, and spoke with OSCAR. OSCAR gave me the model/serial number of the washer: 11027042600. A few moments later, the technician rang the bell; he was nasty and short with me; he walked into my laundry room, and after picking up the washer lid , put it down and stormed out of my house. This occurred in only 30 seconds. I tried to tell him that I had made a call to Sears; he said "so did I before I got here". He smirked, and got in his truck, leaving me with a broken washer. I called Sears again; I spoke with ARNETT; I gave him a quick summary of what had occurred. I requested a supervisor. He put me on hold, and never came back to the phone. (I should add that he asked me my phone number when the conversation began, in case we were disconnected). I called Sears a third time. I spoke with ALBERT. I again gave him a summary, and asked for a supervisor. He connected me to PISCARRA. She is a supervisor in customer solutions. I then explained to her the situation - that I have a family of seven, and need the washing machine on a daily basis. I could not understand how a technician not locating a serial number is MY problem and responsibility. Technicians have been here in the past for the same machine. I have never been informed of this "problem" with the serial number previously - either verbally, in writing or by phone. But Sears was quick enough to ask me to renew my repair agreement. Sears was not there today when I needed them - EVEN with my repair warranty . PISCARRA told me I might need to have my warranty refunded. I told her this was ludicrous and unacceptable. If someone in Sears put the model/serial number in the lid of the machine where water, chemicals and heat splash at it constantly, that person needs to be replaced. At this point, I realized she had no solution for me. I was transferred to STACY, who is a service unit supervisor. STACY was updated by Sears personnel on the situation. STACY told me this was a "unique" problem. I explained to her I had a valid warranty for a Kenmore washer. She tried hard to assist me. STACY made various phone calls to other departments; we were on the phone over 35 minutes. She finally got me an appointment for 3 days from now (Friday, the 15th). At this point, I am not even comfortable having the service department in my home! I explained to STACY that I have numerous appliances from Sears. I asked her to look at my record for repairs, and as a high spending customer, and tell me when I am receiving my new washing machine for the grief I incurred today. Nothing fancy - just a large machine WITH a serial number. I would appreciate this being done before Friday. As stated earlier, with a family of 7, I need a machine on a daily basis. I'm sure when they arrive on Friday, the technicians will have to order parts, (probably the electric panel and the drum). It has been fixed for this issue in the past! Obviously this appliance is a lemon. I would appreciate you replacing it. Please look at all my purchases with Sears over the years. I have spent tens of thousands of dollars. This took 3 hours of my day (so far); please show me that you want to keep me as a satisfied customer.
Hello EYE123, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your washer concerns. Please send the following info…
Home & Family Who can I actually talk to to voice my concerns and poor customer service experience with? I want someone who will actually take action and look into the broken process. I spent more than two hours on the phone with sears today, spoke with 9 customer service reps, was dropped twice, put on hold for 45 minutes and was told different information as to what warranty I was eligible for and what was covered. Feeling so discouraged that I don't believe I will ever purchase a major appliance through Sears again. If only you guys could have made this right. We currently own a refridgerator, stove, microwave, dish washer, washer, dryer, tractor, and other electronics all purchased at sears. I believe I am going to start purchasing all future appliances and electronics through locally owned businesses. The more I write this the more I feel my frustration with sears. I believe you have lost us as one of your loyal and faithful customers. Please provide a name and telephone number of who I can speak to.
Hello Helpfrustrated, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your customer service concerns. Please send …
Home & Family Why doesn't Sears have enough repair techs to provide the services advertised and expected from a company like Sears?
Hello SEGACOMPLAIN, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your washer concerns. Please send the followin…
Saving Money hi sears community... I just wanted to know if there is anything you can do for me... I was given a gift certificate for Sears Portrait Studio and is still valid...
Hello RahizaK89, We thank you for taking the time to let us know about this situation regarding your Portrait Studio certificate that was given to you that is still valid. We would like to take the…
Hello steveonashi, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your refund concerns. Please send the following…
Home & Family Since when does stainless steel. . . .rust?Sears Kenmore Elite 3 door RefrigeratorModel Number: 79578733800Purchase Date: 15 March 2009
Hello Forethought, We thank you for taking the time to let us know about this situation regarding your refrigerator. We would like to take the opportunity to have one of our personal case managerâ€…
Home & Family Did this happen to anyone else? What did they do to help you? We purchased a 7 CF Kenmore freezer ( model 19702, the one that had the energy rebate)made by Midea Co from Sears 4/28/2013. Today 10/20/2013 we realized that sometime with in the last 2 days the freezer had stopped working for no reason and everything we had in it had to be thrown out. As you must know this was very upsetting to us,especially since much of what was in there were foods we had grown or went and picked ourselves so we would have what we needed to get through this winter. We understand that we are not the first people to have this problem when we researched this on the internet for example the following website http://www.pissedconsumer.com/reviews-by-company/sears/sears-kenmore-freezer-do-not-buy-20121128363093.html We have and have had several Kenmore appliances in our home and are extremely disappointed and upset about this happening. We would like a response from you about you can do to help us with this problem. We would hate to no longer use Sears as our appliance store due to your decision to put your name on items that are inadequate and useless. We expect a response ASAP.
Gma6-2013, Thank you for taking the time to post about your freezer concerns. I will forward this post to your case manager and request a follow up. Thank you, Dianne D. Social Media Moderat…
Home & Family I have a Sears Pro Elite Dual Fuel range that is under warranty( 2 mos. old) The oven will not heat up. After many calls to many departments, they have agreed to replace the range. After delivery and service have been scheduled, I was contacted and asked to provide a plumber to disconnect & reconnect the appliances. I do not feel I should bear the cost for this service, since the range is defective. Further, I was just informed of this today and delivery is scheduled for tomorrow! I have 9 guests coming to my home on Friday. Can anyone help me???
Hello pwalters1231, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your range concerns. Please send the following…
Home & Family My Kenmore firdge is none repairable. It has never worked properly and now does not work at all and is not reparable. I want my $3000.00 back.
Hello Frozenassets, We thank you for taking the time to let us know about this situation regarding your refrigerator. We would like to take the opportunity to have one of our personal case managerâ…
Home & Family Sears home repair made a mistake with scheduling repair of my oven. A technician checked on my oven and determined that he needed a part to repair it. He ordered the part and had it mailed to my home address. He told us that he would return on October 21 to install the part. Another technician came to install the part on Oct. 18, which was not the scheduled date for the repair. We were not home so he left a note. When we tried to schedule service, Sear home repair had no record of the Oct. 21 appointment, stated that we had accelled a service appointment, which we had not, and told us that the earliest date when they could schedule an appointment was Nov. 6. We have made numerous calls to request an earlier service date due to the fact that Sears made a mistake with our appointment, but received no help. We have paid for the part and service in full and think that we are at the back of the line because payment in full has beeen made. Sears wants us to renew our service contracts on our appliances. However, I will never get another service contract with Sears or use them again for appliance repairs. Apparently, Sears home repair has no interest in customer service.
Hello cmiller62, Thank you for bringing this to our attention. We are sorry to hear the issues youâ€™re having with the repair of your oven. We can certainly see how this has been a inconvenient …