Sears

January 19, 2021
Purchased Kenmore Elite Model #74145 - 24.5 CU. FT. 33" Smart Wi-Fi Enabled French Door Bottom-Freezer Refrigerator-Active Finish Item #[protected] - UPC # [protected].
Regular Price $2, 899.99 - on sale for $2, 437.98 - Sears Flash Sale 10% off and Sears Extra $50.00 off purchase of $750.00 - Final $2, 144.18 plus Delivery - Ice Maker Hose - Sales Tax = $2, 420.63

January 28, 2021 - Sears Delivered, Installed and Set UP.

April 28, 2021 - contacted Sears Warranty department because the indoor ice maker had stopped making ice. The gentleman asked me to go to the refrigerator and tell him what the temperature was on the freezer. I told him -4. He stated that was the problem, it should be set at 0 degrees. I explained to him that the settings were made by the Sears Installers when they delivered. He stated to change it to 0 degrees and ice maker should start working in the 48 hours. Started purchasing a bag of ice every day. We waited 48 hours and still no ice. We changed the temperature on the front of the unit to +4 degrees (still buying ice daily) and 3 days later it started dumping ice again. Worked for 2 weeks and stopped (started buying ice again). We turned off the unit turned it back on 3 days later it worked for 10 days and stopped (started buying ice again).

June 4, 2021 - Called [protected] Spoke to Dean - explained to her that we had made the changes on the freezer temperature that we were told to and the icemaker worked for two weeks and then stopped again. She stated she had to transfer me to a technician to help me so that a service technician could come to our home.

June 4, 2021 - Spoke to Jeff a Technician with Sears.com and he asked us what we had done thus far, we walked him through what we did during May. He stated that the ice maker had gone out and that he would get a new one ordered and then schedule a technician.

June 10, 2021 - Received a text message stating my parts have shipped for delivery and the service technician was scheduled on 6/15/21

June 14, 2021 - UPS Delivered the New Ice Maker, put unopened box in utility room.

June 14, 2021 - Received a confirmation text that the service technician would be at my home on 6/15 between 8-5 p.m.

June 15, 2021 - Craig the Technician came to my home, he looked at the refrigerator and stated that the ice maker was trying to function but no water was getting to it. He stated there was a heating coil around the water tube in the door itself and it was freezing and not dispensing water to the ice maker, even though the water dispenser still worked. He asked to see the ice maker that had been delivered to my home. I handed him the un-opened box. He stated that this LG brand ice maker was too big for my refrigerator and put it back in the box. (it is still in the box in my garage). I voiced my concern on a new door being put on the unit as All Stainless is different, so if the door was manufactured at a different time/facility as the refrigerator itself then the color could be different. I also brought to his attention that the French doors when closed where almost an inch different when closed and that the installers had tried to adjust them and they stated the doors wouldn't adjust. Craig looked at the doors and verified what the installers had stated. They could not be adjusted to match. Dave ordered the new left side door and stated a Technician would be out once the door was delivered.
Craig suggested I call the customer service number and voice my concerns about the ice maker, door and doors not matching.

June 15, 2021 p.m. I called and explained to Samatha the issues both us and the Technicians were having with the refrigerator and that the unit less than 5 months old and at this point should be replaced with a new unit. I spoke with Samantha who transferred me to Mack then got disconnected. Called back and spoke to Dave, Rose, then Arthur and then Carter with no resolution to the problem. Was told that would have to wait for the New door to be delivered.

June 16, 2021 - Large box from Sears was received

June 24, 2021 - Technician - Alejandro arrived at our home. Went to the kitchen and looked at the refrigerator. He took the door apart and looked at the tubes coming into the door from the back of the refrigerator. He asked to see the New door. I took him back to the front door and went back into the kitchen. He called me to please come back to the front door. He said he was very sorry, but the door that was delivered was not the door for my refrigerator. It was a flat front door - not an ice maker or water dispenser door. It had no insert or attachments on the inside to attach an ice maker. He put the door back in the box and we went back to the kitchen. He pulled up the schematics on the Sears website and stated that the reason the ice maker and door that was shipped were wrong was because the schematics in their system was for an older model. The model I have in my refrigerator is a brand new 2020/2021 model. He stated that no matter what was shipped it wouldn't fit at this time. He told me he would put in a request for replacement of the exact same unit and for me to call Customer Solutions at [protected] in a week if I had not heard back from Sears on my replacement. (New Door is sitting in my garage in the box with the Ice Maker that didn't fit)

July 1, 2021 - Never heard anything from Sears so I called Customer Solutions and spoke with Francis who gave me my claim #7180959 and was told there were no updates in the system to please give it a few days.

July 2, 2021 - received the following e-mail at 12:49 p.m. -
We understand your concern regarding the replacement.

We have checked our records and see that there is no approval for replacement. Hence, we regret to inform that we cannot process the replacement. If you still have any queries, please contact our warranty team at [protected].

We value you as a Sears Holdings Corporation member, and want to ensure your total experience with us has been to your satisfaction.

Sincerely,

Max
Sears Member Services
No direct number on the e-mail and the e-mail address reflects NOREPLY.

July 2, 2021 - I called [protected] number again and spoke with Mark he stated he would have to accelerate my call to the back office team. He could not transfer me to anyone nor could he give me a number to call. He stated Reese would call me. I received one call that went straight to voice mail phone never rang. She stated she would call me back later that day - have never heard from her.

July 2, 2021 - I called back for Reese - spoke to Kezilach (hung up on me), then called back again and spoke with Mark - he said he couldn't help me. I called back again and spoke to William who stated I would have to wait on Reese to call me he couldn't help me.

July 6, 2021 - 9:48 a.m. called and spoke with Summer and she stated there was nothing they could do to assist me.

July 7, 2021 - 8:50 a.m. - called and spoke with Faye she stated she was sorry ….., but there was nothing that they could do.

July 7, 2021 - 9:05 - called and spoke to Frances he said he couldn't help me.

July 7, 2021 9:31 - called and spoke to Kris in Customer Service - who stated there was nothing that he could do to help, based on what he was seeing in their system there was another part ordered on 6/24/21 and it showed to be on backorder. He stated that nothing further could be done on my case until that part showed backordered for 30 days.

July 23, 2021 - 12:25 p.m. - Called Sears.com again - spoke to Mark - He stated yes it had been 30 days and he would submit a Replacement Authorization for approval and gave me a new case number [protected] and I should be receiving an e-mail link to confirm approval of the replacement in the next few days.

July 26, 2021 - 3:56 p.m. - received the following e-mail
We have reviewed your request for a replacement of your product and at this time you are approved. We have authorized $2144.18 to shop for a comparable product on Sears.com.
We have taken the liberty to choose a comparable products as of the item # [protected].
1. Kenmore 75505 25.5 cu. ft. French Door Refrigerator with Dual Ice Makers - Fingerprint Resistant Stainless Steel
2. GE Appliances GNE25JSKSS 25 cu. ft. French Door Refrigerator - Stainless Steel
Kindly check below links and let us know your product
https://www.sears.com/kenmore-75505-25.5-cu-ft-french-door-refrigerator/p-A081987276
https://www.sears.com/ge-appliances-gne25jskss-24.8-cu-ft-french-door/p-04607393000P
Please contact [protected], Opt 6 with the Sears item number to have your replacement processed. If you chose an item that is more than the authorized amount, you will be responsible for the difference.
We thank you for allowing us the opportunity to assist you with your recent experience.
Thank you,
Regards,
Ray Irwin
Sears

I immediately called the above number and it rings one time and disconnects.
The unit had been in our home for 3 months when it stopped working - why am I being asked to pay the difference on a manufacturers' warranty.
I went on Sears.com and looked at both of the units they were offering me.
The first one Kenmore Unit is 36" wide - won't fit in my home unless Sears would like to pay for remodeling.
The second one GE is not similar to the specifications on the unit I have and is an inferior unit, no in door icemaker or water dispenser. It is not Smart WI-FI enabled, does not have the Active Finish against finger prints. It is 37.5 inches deep with handle, mine is only 35.375 inches deep, it doesn't have spill proof shelves, not as many bins, no sliding shelf for pitchers etc. and no door alarm.

July 26, 2021 - I called the customer support number since the number in the e-mail didn't work - spoke with Ben, told him all of the above, he said he was going to transfer me to someone, instead disconnect me.

July 26, 2021 - I called back to customer support number and reached Cara and went over everything that had happened and the e-mail I had received and asked why am I being sent an e-mail telling me to choose between 2 refrigerators that are nothing like the one I have and also being told I will have to pay the difference between what I paid and cost now. The unit is under manufacturer's warranty - it should be an even change of a like unit. She stated she would put in a request for someone to contact me.

July 29, 2021 8:40 a.m. - Received a text message which stated click the link to proceed at searspartsdirect.com. No explanation nothing - When I clicked the link it pops up with a link to enter my credit card information. I did not enter my credit card information and closed the link immediately

July 29, 2021 9:15 a.m. - still no response from Sears - I called and spoke with Iyla, I asked her to please explain to me why I was not getting the refrigerator I had in my home as a replacement and being asked to pay the different in pricing for the 2 choices in the e-mail they sent. She looked into the case (Now with New Case #7183057) and said that the reason that the e-mail had been sent with the 2 choices was because the model number 74145 had been discontinued. This information was not noted in the e-mail they sent.
I went over all of the reasons the 2 options wouldn't work and asked again why was I being told I would have to pay when it should be an even trade broken for new. I told her that the e-mail I received showed a credit of just $2144.00 which is what I got my current unit on sale for. Not what the unit was at the actual retail price. I went on Sears.com's website pulled up the LG LRFS2503S. It is the exact same unit I have in my kitchen as a Kenmore Elite. I went to the local Conn's and looked at the LG in person to confirm it was the same and it is. Same Specs, size, etc. just has LG on the front instead of Kenmore. Iyla took all of the information down and stated she would put in a request to have someone call me.

July 30, 2021 - received a call from [protected] - kept saying Hello no response - and then the line went dead.

August 1, 2021 - 9:24 a.m. - received a call from Polly, said she was calling to find out why I hadn't clicked on one of the 2 options that were in the e-mail sent to me on July 26th so they could process my replacement. I told her that I tried calling the number on the e-mail and it is not a working number. Explained why the 2 options were not acceptable as replacement units for my refrigerator. Gave her all of the information I had given Iyla the day before on the unit that they sell that is the exact same unit I have in my home now. She said she would put in a request and someone would get back with me.

August 4, 2021 - no response to August 1st call. Called and spoke with Iyla again, gave her the same information and case number again - she said she would have someone contact me.

August 6, 2021- still no response, I have had a brand new non-functioning refrigerator unit in my home delivered on 1/28/2021 and it has been non-functioning since April 28, 2021, 90 days old when it stopped and it is now August 6 months and still not resolved. It is a manufacturer warranty issue. This should not be happening. They show that the LG that is exactly like the Kenmore will be in stock on 8-20-21.

August 13, 2021 - still no response from Sears, Per Rachel she is contacting the offline team to get status.

All I want is a functioning refrigerator in my home that has exactly the same features and functions as what I purchased the end of January.

The fridge is just 5 years old. The last time it acted like this. The Evaporator coil in the fridg cabinet was iced. Thawed and been good for the last couple years.

NOW. Same symptoms, but now there is no ice on the evaporator coil. The system seems to sound like its running but fridg and freezer are over 70 deg.

Next nix to keeping this hunk of junk is that in the last week, we have 6 friends with same fridge all called with compressor failures. We aren't paying for or waiting to repair it. AINT gonna fix it. we will never buy another LG product from this point on.. We are checking for a "RELIABLE" high end product to replace it. Any body want a 5 year old $2500 boat anchor ?

Reliable replacement recommendations welcome.

A service repair for a Sears tech was scheduled 08/06 between 10 and 2 thru a gentleman named Tom. I informed him that in the past I had appointments scheduled and there was a no show and no communication. Tom assured me that would happen this time. I received confirmation. But as I expected there was a no show and eventual cancellation by Sears that I only discovered by using the tracking in the confirmation. I received no communication thru email or text that it had been cancelled.

I called 1-800-469-4663 and they supposedly rescheduled thru Peninsula Appliance to come out 08/09 between 8 and 11. Again no communication and no show. Late that night Peninsula sent a text to call and reschedule.

I called 1-888-880-1495 this morning and spoke to Vicky. She supposedly sent Peninsula an email to contact me to schedule. I also went to the Peninsula website and submitted a repair request. No reply. After not hearing from Peninsula called them at 11am. They claimed they called 408-937-4522 and left message. Either they misdialed or did not call as someone was home all day and in addition there is no message on the phone. Now they say the earliest they can come out is 08/18.

I had a problem with Peninsula not showing for a refrigerator repair earlier this year.

3 weeks ago ice started forming under cube bin and would not dispense. researched and found could be flap. Last week display showed ERR F1. Researched again and said could be some fan which could damage computer board. Tech came yesterday. Well it was Duct Assembly (fan?) Bad news part is no longer available anywhere in world. There is no compatible replacement. This refrigerator is 12 yrs. old and cost $2200. Am I supposed to junk it. This is a disgrace and highway robbery. I bought my first washing machine from Sears in 1962 and over the years other appliances. I believe it is on Sears to make good. This was purchased from Sears, Coastal Grand Mall in Myrtle Beach, SC.

I called Sears service for appt for fridge that was not cooling well. The first available was 3 weeks out on 7/14/21. I hoped that the fridge would not completely stop working as a didn't want to buy a new fridge as this one was under 5 years old and I paid 2600.00 when new.
Tech assessed and stated I needed a control panel for the fans. Part was ordered and new service date to install was 8/2/21. It was installed that day and it didn't seem to be cooling but I thought I would give it a chance. I called Sears service back to have them come back out as there was no positive result in changing that part. (by the way tech took my old part instead of leaving it. Not sure if he actually put new part in) There was going to be another 3 week wait for service on 8/27. The more I thought about this I called back on 8/5/21 to speak to supervisor. At this point I just wanted my money back 728.00 as I received no value from their service. Was told I could have my money back except for initial service call of 89.00. Then she stated to get 639.00 back they would need to get the part back they installed or they couldn't refund cost of part 292.00.
At this point I have shopped for new fridge and it will be delivered in a couple days. I will have the old fridge hauled away at that time.
I can't get Sears to come before 8/27 for part and I have no other way to have old fridge hauled away after they get their part.
How do they expect you to live without fridge for 3 weeks? I have also lost several hundred dollars in food that has gone bad. I want a refund to be able to apply to new fridge.

Sears stole my moms money. She purchased an oven in December that was supposed to be delivered in feb. Come April nothing. She cancelled the order and no refund. According to them they issued a refund but didn't. Additionally, the amount they said they refunded wasnt even what she paid for the over. Sears stole my 68 year old moms money.
Pic 1 them saying they sent the refund
Pic 2 all the transactions in my moms account for [protected] December till today. As you can see there's only their charge, no refund from Sears. Attempted to call them and they just give me the run around.

I had a scheduled repair appt. for today, August 5, 2021. It had been scheduled for approx. one month. I get a call (automated) to call sears and reschedule. It was for my Samsung refrigerator, on which I have a sears protection agreement. I rescheduled, then called back to talk to someone. I asked why they could not send someone out. She said the repair person was sick. I told her that was not my problem. My refrigerator is leaking, and I've already waited one month. I want my refrigerator repaired! I pay good money like everyone else, that buys these stupid agreements. My issue is, we, who buy these agreements, should have service right away! this is always how it is with Sears. You wait for one month or more for your appointment. Then sometimes they don't show up or cancel on you. In my case, it's usually another month you wait. My appt. now is on August 27th, 2021. Now, when they come, they will not have the part I need. So I will more than likely wait another month for them to come put the part in. So that will be about 3 months. I will never buy another Sears protection agreement again. When mine is up, I will not renew it. Their service is horrible. The repairmen themselves are always nice. No complaints about them. My complaint is, Sears promises you great service, and robs you of your money, and gives you terrible service.

On July 17, 2021, I placed a order with Sears for a Kenmore refrigerator. I order online after speaking to customer service sales team. I was told by customer service the refrigerator was in stock in the Sears warehouse. The Kenmore was to be delivered on the July 26th. Sears charged me when the order was placed on the July 17th.

Long story short the refrigerator was not delivered on the 26th. Sears changed the delivery date five times. The last time a supervisor promised the refrigerator would be delivered on the aug5th. Next day the delivery dept cancel the aug5 appointment.

I am a senior citizen and take medication that need to be kept cold. Currently I still have no refrigerator.

I called to get a refund since Sears clearly has no merchandise. I am still trying to get the refunds. Told it takes time.
I am a senior citizens and thought Sears honest.
I canceled my order but still cannot get a refund from Sears.

Angela Castor purchase for Sophie Cody.

I called Sears master protection plan to have my fridge repaired . the ice maker went out then stopped blowing cold. I called on Sunday 7/25/2021 and they were nice and quick as I always remember them being. They got me set up for an appt for Monday the following day 7/26/2021. They showed up and I found out he just started on the job and was a trainee. No problem. He diagnosed the problem being the compressor/dryer etc. He found the parts on his truck and was not seeming like he was confident on his ability of repairing my fridge. About 5.5 hours later he is sweating and I smell a burning smell as if he was burning the thermostat up. I asked him if he needed any help and he said nope he's almost done. OK. I waited and he then said he needs to make a phone call to his supervisor. He told them on my cameras that he is having problem fixing it and needs some assistance and they helped him over the phone. He again calls a supervisor, he read off the numbers from the gauges and he said on camera that there is a problem with this repair still. The supervisor told him he can leave that it would take a few minutes. So he was nice enough to wait for 10 minutes and noticed that the fridge compressor was not kicking on. He called another supervisor and this one said the same thing. He tells my wife as i'm coming out of the shower, That it will cool but it will take 24 hours? What, really? I'm in hvac business and that is a bold face lie. I call the Sears line again 10 minutes after he is gone and they say that the earliest time I can get a repairman out is Saturday 7/31/2021. Now waiting a week for my fridge to be repaired and i have 4 younger kids and a wife that has been living out of a cooler for 6 days. Then today Friday 7/30/2021 they call me and say that they need to reschedule me once again for Aug 6th another week without the fridge. At this point I have lost all faith in this companies ability to repair my appliance which I paid for a warranty to cover. I offered to fix it myself, no problem. But it can't exceed $500? Well I already know he burned up the new compressor and thermostat. Which is well over $500. So I can't fix it myself or it voids my warranty. I can't call one of my sub contractors to fix it now because it's over $500. So what the hell can I do. DO I need to send this to my attorney whom I have on retainer at all times or do you want to do your job and fix my appliance which is covered by your best warranty? BBB is next on my list. This is the worse customer service I have ever dealt with with zero empathy. So what happens at my next appt/ Are you going to reschedule me again stating that you don't have any available technicians for my repair? I have scheduled 2 appts now and my fridge is still not fixed. Now a 3rd appt. Then a 4th? when does it stop? I would expect this to be remedied ASAP!

A repair appointment was made for 7/2 a 3rd party repairman identified the parts needed and attempted to submit twice to sears without confirmation of having received the submission. The company was unable to reach Sears so I got the parts and attempted to contact Sears after days and weeks of trying to get info and trying to finalize whether the parts have been ordered, I have no answer. I am constantly turned back to the "escalation department/support team" which closes at 5p. the recordings daily say the same thing, "we are experiencing higher than normal call volume" hours on the phone wasted, no person to resolve this. One lady found out the parts were submitted but she could not determine if ordered. she sent a "form" to the escalation department( aka master protection plan extirpation plan) I was suppose to hear something in 3 days...nothing. then one department was to have the supervisor call me in 24 hours...nothing.
My dryer has been broken for over 30 days without a fix in sight unless I give up on the protection plan covering. how to I get reimbursement?

My fridge was a Kenmore, , , loved it, but it broke within the year I had it. The appliance people came out, had to order parts. They said I would get them, call the appliance co. They would fix. The parts were on back order I have been without a fridge for over a month. They offer food loss check. mini fridge cost. But I haven't received it. I have a big broken fridge. Ruined my month of summer, delays, now it's I can't find a replacement on a fridge I want because they are on back order. I bought a new one from someone else. I want to return my broken one. They said no returns. They have me down for the same one for delivery Aug. 9th. I don't want another Kenmore. Bad manufacture. I looked today, online, and everything was gone, out of stock. What can I do? I have a new LG, just want them too pick this one up for some kind of a refund. I spent 3, 000 for this broken one. I spent all day talking too a million people. The LG I have isn't in stock till Oct. So if they bring my replacement, can I just keep it and sell it? Or put somewhere else ? What can I do. I didn't know they were going to do this. I have always been a Kenmore person growing up. It's very stressful and sad. 111.7503 25.5 cu. ft. I paid for it in full.

Sears Home Warranty Contract Number [protected].
Property Home Address: 12 Mistucky Cir, Warwick NY 10090
Home Phone: 845.544.2931
Open Ticket # SCCP62701C2-2

Service Was Performed on GE Washer on June 14th 2021. The Service Technician evaluated repair and recommended replacement which was accepted by Cinch.

Received email from Chinch on June 18th that offered payout or replacement [recommended another GE Washer]. I accepted replacement.

On June 25th, 2021, The new GE Washer was delivered but the Installer refused to install based on safety issue. The New Washer would not stack correctly with the dryer. The Installer had me talk with his supervisor Michael, who advised me to refuse delivery which I did.

I spoke to the authorization department on June 29th and was told by "Carleka Addisson" that the return was subject to a 35% re-boxing fee. I told her that was unacceptable based on the return recommendation, and that I will cancel my contract if they enforce the fee.

On a follow up call on July 5th, I was informed from "Reada" that my case was in the process of return and that a check for $819.76 would be sent.

From July 5th to Date, I have tried to obtain a status on my payout to no avail. I have been transferred to every department in Cinch and Sears without results.

Today, July 26th, I have been on a call with "Lises" for the last hour and it looks like she is re-initiating a new process for my claim. She tried to explain that the Service/Delivery Department is looking for the washer to be returned to inventory before the check is issued. Why should it take a month to do this?

The entire process has been a nightmare and no way to do business.

I'm out of patients and will never do business with Sears or any of its service companies again.

I have paid into Home Warranty Services since since 11/27/2017. I will not invest another cent.

I'm looking for a positive response.

John P. Gobinski

Our Service Agreement covers a Bottom Freezer LG Refrigerator. After your repair technician (Technician ID 0667071) had been out to our home three times in a short period of time, he stated on 04/16/2021 that the refrigerator is not serviceable and needs to be submitted for replacement. On 05/18/2021 I was told that our case was submitted for replacement and that he would try to escalate the case and I would have to wait for Support Team to call me. Nothing happened! On 07/06/2021, I was told that my claim was escalated to the Team Manager (TM) John of the Replacement Department (RD) and that I should get an update within 5 business days! On 07/16/2021 I talked to Elijah of the RD and he confirmed that my claim had been escalated to TM John of the RD and that I should hear back from them by 07/20/2021. Today is 07/21/2021 and I did not hear from Sears Home Services at all. Something has to happen, this is now going on for over 2 months!

My Washing machine broke on the 7th of July 2021, their first next appointment was a week later 13th of July. The technician never arrived. I called them to find out what happened the next day but all they could do for me was give me the technician name and a number to confirm with him when he was coming to fix the washing machine. I call and txt but never received a reply from the technician. I called Sears back to schedule a new appointment but was informed that I had to cancel with the 3rd party Overflow to receive a cancelation number and wait 24 hours to schedule a new appointment. At the time I was not aware I had made an appointment with a 3rd party, I thought I had scheduled with Sears. I called and canceled my appointment with overflow but never received my confirmation number. I have called to get my washing machine 3 different occasions and have not been able to get this resolved.

My washer broke down in January. I have called and called just to get passed from one department to the next department. No communication. I was approved for replacement. No email to me to say I was approved. I only found out by calling multiple times. After approval no one contacted me to state I have a replacement authorization number. Nothing and no excuse since I have to verify my number, address and email with the 8 different people I get passed to every time I call. I got the authorization number yesterday after I called and spoke to 8 different people. I asked her to email it to me because I was in disbelief. I've been fighting this for almost 8 months. She NEVER emailed me the authorization number and she NEVER told me my authorization number expired! So I called Sears today to get started with my replacement and the store told me my authorization number expired 60 days ago. HUH?!? I just got the authorization number yesterday! So back to square one! That lady knew it was expired but she gave it to me anyway. The people who said my washer was approved NEVER gave me an authorization number. I have no emails or messages from Sears. Communication is only when I call them and I always get passed around and placed on hold for 45 minutes. Now it's back to customer solutions which ironically doesn't have a direct number. Imagine that?!? This is horrible service and a scam! I know 110% I will not get an email or call from Sears in 1-2 business days.

All the buttons have come off our Kenmore dishwasher. It still works fine but we have no idea what the buttons do. This happened after a year of having the dishwasher. Do you have replacement button covers?

I have contacted Sears 6 times by phone since March 2021 to request a refund for a part that was ordered for my oven that was broken. Ultimately, Sears couldn't fix my oven so I requested the $329.50 for the part that was returned by the technician. Every time I call, it's the same thing. You'll "hear from us" to get your money back and surprise, no call. I finally said please just send a check please, but nothing.

To make this more complicated, we no longer live at that address and I've changed CC because we were hacked so every time I call, I have to go through the whole story with the new person. Needless to say, I'm beyond frustrated and just want my money back since they have no right to keep dragging on like this.

I sent a message to sears.com 4 times about my order and I said You sent me a lost claim message June 24th can you update me on the process? I paid for Sony PlayStation 5 Console with COD Black Ops Cold War Game and Accessories and the total was 1, 253.74 but I never received it after it said delivered. No one has gotten back to me about any updates and I'm in the dark about the refund.

December 2020 - Placed a call to Sears Protection Agreement for repair of my Samsung refrigerator as it was not cooling properly and my food was spoiling.

Jan 14 2021 - Repair technician came to my house for service call. He said Samsung refrigerators don't generally need the dust blown out from the back but he will do this to see if it fixes the problem. He said if it doesn't fix it to call in and make another appointment. It did not fix the problem. By this time the freezer had now quit working. I made another appointment.

February 17, 2021 was next available service appointment. I was not happy with this long wait time as I had no refrigerator or freezer now. February 17 came and the repair technician did not show up nor did he call I called and complained. They apologized and said they would offer me a $115 courtesy check for my inconvenience. I could go out and buy me a small beverage refrigerator to hold me over till mine was repaired.

February 27 2021 was the next available service appointment. The technician came out and checked out the freezer. He made a diagnosis and called in for parts. Before he left I asked if the parts he ordered would fix the refrigerator also and he said, "I hope so."

March 1 2021. I called and complained about the time it was taking to fix my refrigerator. She apologized for my long wait and inquired why I hadn't rented a refrigerator until mine was fixed; rental of a refrigerator is part of my Protection Agreement Plan. I said I have been without a refrigerator since January and you are just now telling me that I could rent a refrigerator; the gentleman in February told me to go by a beverage size refrigerator. I rented a refrigerator on March 1 2021

March 8 2021. The service technician came out and fixed the freezer. I asked him before he left, is my refrigerator fixed too? His reply again was. " I hope so, " Well it was not fixed so I had to make another appointment.

March 19 2021 The technician came out and fixed the refrigerator.. finally. He instructed me to keep the rental refrigerator for a few days just to make sure my refrigerator was working properly and it was.

March 21 2021 I contacted Renta Center and requested they come and pick up the rental. I immediately submitted the forms for reimbursement with the required documentation.

April 10 2021 I contacted Protection Agreement department and inquired about my refund. The person pulled up my file and said there was a problem. She said she fixed the problem and I should have my refund in 7-14 days.

April 30 2021. I called the Protection Agreement department again about my refund this time I was told my claim was denied because they gave me a $115.00 check in February and that is all I am eligible to receive; they can't give me two checks. I expressed my dissatisfaction stating the was a courtesy check for all the headaches the Sears service department has caused me. The person I spoke to on March 1st told me I would receive reimbursement for the rental of my refrigerator. She was looking at my file so she surely could see I received the $115 in February. If she made a mistake, don't penalize me for it. She told me I would receive reimbursement and I expect reimbursement. He put me on hold several times and when he returned to the phone for the last time, he informed me that his supervisor is not authorized to make a decision about this reimbursement. The supervisor will take it to her manager and get an answer for me. He said I will personally call you back no later than May 7 2021 with an answer

May 12 2021. No call as promised. So I called again. I was told they would forward my complaint to the proper person and I need to call back on May 14 2021 and they will have an answer for me.

May 18 2021, I called again and this time I was told my request for reimbursement was denied. I let her know how frustrated I am with all I have had to go through to get the reimbursement I was promised. She requested to put me on hold so she could investigate the matter. When she returned to the phone she said, "I have received authorization to reimburse you the price of $150.47 which was the total cost of the rental of your refrigerator. She assigned me a new case number: 7150956 and stated I should receive my check within 10 days.

July 2 2021. I waited patiently for my check but it hasn't arrived so I called yet again and was informed my request for reimbursement has been denied. He stated he was going to reopen my case and he re-assigned me the original case number of 7071185 and told me to call back in 10 days.

I am through calling back. I want this handled and handled promptly. It is now July 13, 2021. I have been waiting for reimbursement since March 2021.

Purchased refrigerator from sears in December purchased extended warranty.
Refrigerator compartment not cooling properly and freezer compartment not as cold as it should be. Called sears for service on July 2, 2021 couldn't get an appointment with Sears repairman but could get an appointment with third party company Iskander Services. appointment set up for July 7, 2021 @ 1:00pm. The repairman was on time looked at the refrigerator spoke little english He said he thinks it is"Freon problem maybe coils not getting cold and fan not working". He was not sure he said ' another person will come on Thursday to fix maybe" He said someone from the office will call. I did not hear from Iskander services all day at 4:00pm I called iskander service left a message re follow - up appointment. Thursday July 8
called Iskander services re possible appointment left again several message no response. Friday July 9 called left message also called sears on hold 1 hour spoke to a woman she called Iskander services spoke to natalie. Several hours later Natalie called me did not know exactly what was going on said she will schedule repair for next week she told me she will try to get someone she said maybe Tuesday I told her am was better she stated she will call me on Monday to confirm Tuesday and what Time.
Monday July 12 no call from Iskander services I started to called them at 12:00pm and called them 5 times total and left message to confirm Tuesday appointment no response from them. At this point I have lost all confidence in this company. I called Sears on hold for 2 hours then disconnected. At this point not sure what was going on no response from the third party no upcoming appointment, disconnected from Sears I went on line and schedule an appointment on line however this was an appointment with Sears home Services this appointment is on July 21, 2021. On July 13 I called Iskander service twice in the am left messages. Decided to call Sears again spoke to Phil he said there was an appointment in the syste m for Iskander in the system for today between 8 -12 today.
I told that I had no confidence in this company they are unprofessional and I really do not want to deal with this company. He said he will try to expedite the service to come today from a Sears repairman I will recieve a test message from the routing department. Needless to say no text no repairman from iskander or Sears no call no response, I attemped to call Sears again@ 4;30, sopke to Avianna She said that I had an appointment today and that they should be here between 8-12 (its was 4;30) I told her I did not want to deal with this third party company I rather have a Sears repairman She told me I would have to Cancel the appointment) before she can schedule another appointment> She stated this was the only way that I could proceed but I had to call another number to cx so I did and then call back the same number to reschedule so I did. After 40 mins on hold another woman said she had to transfer me to the overflow department to make appointment on hold for 45 mins I hung up.

I am very disappointed in sears consumer service department to say the least. The refrigerator is only 6 months old I purchased the extended warranty the fix of this problem should be a easy fix and has turn out to be a nightmare I have done business with Sears for at least 30 years, I have always had a good experience and all encounters have been professional.
That is the reason I have stayed with Sears. This ordeal with this refrigerator has changed my mind totally Poor consumer service unprofessional very disappointing.. I paid for the extended warranty I would like a timely appointment and a professional service man to make repairs. Sears took my money for the warranty they need to honor the warranty.