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!!!!


2 answers

  1. 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 frustration with this situation. We like the opportunity to have a case manager discuss this with you directly and assist in address any other concerns you may have. At your convenience, please contact my office via email at so we can help. In the email, please provide a contact phone number and the phone number the washer service was listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Ecaud) you used to post on this site, for reference to your issue. We look forward to talking to you soon.
    Thank you,
    David W.
    MySears Community Moderator

  2. Hi Ecaud!

    I am extremely sorry to hear of the frustration you have received in the repair of your washer machine. We appreciate you bringing this issue to our attention so that we can help you further.

    I have escalated your concerns to our Sears Cares team so that they can help in resolving this issue with you. Once our team responds they will be requesting contact information so that a dedicated case manager can work with you in making this right.

    Once a response has posted, I will be reaching out via email to re-direct back to your thread.

    Thank you!

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