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2.3 2940 Reviews

How responsive is Sears's customer service?

944 Resolved
1992 Unresolved
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Sears reviews and complaints 2940

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1:29 pm EDT

Sears master service protection agreement

Subject: Case # 7648631

Dear Sir/Madam,

I am holder for Sears master protection service agreement for last 7 years but when I needed it the most, I have been made to run around for last 1.5 months. Enclosed below chronology of events

1. Around April 15 my HVAC broke down and I contacted them

2. The technician came on April 21 and after doing checks submitted paperwork for replacement

3. After that I followed up every alternate day and I was told it will take 3 more days and I should call back and every time the same story

4. I called them on May 25 and they told me that request has been denied because paper work was not submitted for replacement and they said they will send a senior technician again( It is same technician who came on April 21)

5. The technician came on May 27 and was bit surprised why replacement was not approved, and he called his manager( Mr. Lee), who in turn confirmed me that paperwork was submitted on April 21 but he was kind enough to resubmit it again

6. I again called on May 30 and was told to call after 3 days.

7. I again called on June 01 and was told replacement is not approved, meanwhile the temperature is 90 F

8. I again called on June 04 and was told replacement is not approved, meanwhile the temperature is 100 F

9.I again called on June 15 and was told replacement is not approved, meanwhile the temperature is 100 F

It will be helpful if you could investigate my concern and help us

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12:54 pm EDT

Sears Charging other than what was agreed upon and forging my signature

6/6/23 Sears responded to my request to fix my Weber gas grill. I was quoted $139 to come to house. If no repair is done I pay the 139. If repair is done, the 139 goes towards repair. Technician came. Grill wasn't repaired. He said he thinks it may be the regulator but he doesn't carry weber parts and I should order it myself and he left. Grill not working. no repair done. That afternoon my card was hit for $178.15. I tried calling. Couldn't get through. No response. I contacted my charge card and put in dispute for the $39.15 which they are currently looking into. Then, I received an invoice in an email showing I agreed to 178.15 with a signature. Not only wasn't I told of that fee, but I was never asked to sign anything. The technician forged my signature. Now I feel I deserve the full refund. I have the printout to show my signature was forged and I will take it as far as I have to now. that is illegal. I'd appreciate a response as soon as possible to see how you will resolve this. Thank you for your time. Debbi Maxwell [protected]@msn.com service order [protected]

Desired outcome: Full refund for item never repaired. Signature was forged saying customer agreed. I never saw this form. Diagnostic fee should be waived for technician forging my signature saying I agreed to amount of service.

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8:25 pm EDT

Sears kenmore washer

I have been waiting since 7.00am this morning for my appointment, it is now 8.00pm no one showed up and when I call two (2) people hang up on me and also someone changed my appointment without my knowledge a few minutes ago. this is not the first time this has happened for the first appointment on may 30th the same thing happened . I waited from 7.00am until 9.00pm the appointment was changed to June 2nd and I happened to get it for June when the automated. machine changed it on june 1st I waited from 7.00am until 8.50pm when I got a call. I am outside your house can I see what is the matter.

The tech came in and saw the washer and ordered parts and they made the appointment by themselves. and at this time no one showed. I am paying my money for several years and when the customer service agents treats me like I am a nobody. what type of business are you running I need a call from your coperate office my number is [protected] it is also connected to my account

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10:23 pm EDT
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Sears Warrenty

After receiving a replacement refrigerator and it’s not fitting, because it was the only option for us to choose from we had to opt to receive the cash payout instead. We have tried to reach customer service several times via phone and the phone number has not worked. The check, which should have been received by now, has not been received. And because of the lack of responsiveness and service we no longer want to deal with this warranty company!

Desired outcome: We need the money as promised

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7:09 pm EDT
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Sears Kenmore washer/sears protedtion agreement

I have been a customer of Sears for years! Every year I renew my agreement with the comfort of knowing that if something happens, it can be repaired. That has not been the case, I am living in an expensive NIGHTMARE!

My washer has been down since April 26th 2023. I immediately called in for a repair. The technician comes out and has to, of course, order a part. I was told 3-5 business days, it was more like 3-5 weeks. The part comes and I call in for a technician. The technician comes out and tells me its fixed. I use it and its not fixed. I called Tecklogixx, Inc. back and they have the technician call me. He asked me what is it doing, I told him what it isn't doing and he ordered me some parts without even looking at the issue. Today comes for the technician to arrive and he doesn't. He calls me when he is 10 min away for me to return for him not to be here. I call and he tells me he will be here by 3:30. He does not show and the calls go to voicemail.

Desired outcome: I would like to be refunded for the funds I have spent,50$+ weekly, to wash my family clothes at the laundromat. I would also like my Kenmore washer replaced.

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2:51 pm EDT
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Sears Refrigerator model #MELODS side by side

Poor design! 1st tech said always problem but replaced part. 2nd repairman also replaced part (was not from same model refrig) 3rd call; waiting for parts over 2 weeks so have to use ice, etc. call today another week?

Sears used to be a good reliable company. my family had members working there from south american Sears, to repair dept in Pensacola and store management, etc. I also worked selling carpet etc part time while in Navy. I cannot recommend buying any appliance from the company as this is the 2nd problem in the past 5 years. Uncle started as stock boy with the founders in the first store at 14 year old as rose thru the ranks. Sorry to see how the company has changed since being purchased by the take-over-king some years ago.

The last major appliance etc. we will ever buy from the company.

W. Murdoch

Desired outcome: Get the damn thing fixed or replace as it was less than a year old.........

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12:07 pm EDT
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Sears Sears parts direct

I cannot convey enough how much of a miserable experience my recent transaction with Sears Parts Direct order (#W709408) has been for me, and one of the worst I've had to endure in my lifetime. I recently ordered an "in-stock" product on May 8th, with a promised delivery date of May 15th - which I also paid for. As of today, June 2, 2023, I've received absolutely nothing - no updates, notifications, or product - and my many attempts to reach anyone at Sears who can provide me details on my order has been utterly fruitless.

Because the Customer Service contact number is apparently configured to prevent one-on-one contact with a live person, I've been reduced to calling the Sales Department (which, for obvious reasons, you can always reach without issue) to transfer me to someone in Customer Service with whom I can actually speak with - which was the case last week and yesterday. Last week I was told essentially the same thing as June 1st - an inquiry would be made, and I would be notified following the completion. I received no email last week from Sears on the status, and no more hopeful following my conversation yesterday with "Ally," supposedly a Customer Service representative.

This experience doesn't bode well for me ever having any future relationship with this company.

Desired outcome: Deliver the product I ordered, as promised.

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5:43 pm EDT

Sears Kenmore dishwasher

We had this dishwasher installed upon purchase about a year ago and it has never worked. Sears service come out and ordered 3 different parts. Two parts arrived but the service tech never put them on the machine. Since the third part never arrived, on May 12 I was approved for a replacement machine. IW Approved Case 7629250. When attempting to replace the machine using the onliine service — not ever able to connect to a person — I was sent to a web site where the case # was not valid. I am unable to connect with anyone to help me. I am unable to exchange the machine. However, the parts people have contacted me multiple times wanting their parts back! I am requesting the $379.99 returned to me for the defective machine. The runaround has been ridiculous.

Desired outcome: REFUND IN THE AMOUNT OF $379.99. I WOULD APPRECIATE A RESPONSE STATING WHEN I CAN EXPECT THE RETURN. I DO NOT WANT A CREDIT WITH SEARS.

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12:42 pm EDT
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Sears Refrigerator Repair which is under warranty

My refrigerator quit working 4/22/23. It is covered under the Master ProtectionAgreement offered by Sears. I have made numerous calls to the warranty service line. Each time I'm told a different story - have to wait 7-8 days to find a repairmen. I wait & nothing happens. Call again, have to wait 3-4 days while the problem is escalated, nothing happens. Calls again, they are going to send an email with replacement options. I receive nothing. Call again, they finally found a repairman but will be a week before they can come. The day before appointment they call to cancel & say next available appt is in 3 weeks! I ask to speak to supervisor since it's been a month without a refrigerator. The service rep tells me they work from home & have no way to contact their supervisor & when supervisor contacts them the # is anonymous! The only option they have is to send an email to the supervisor & the supervisor is to contact customer within 24 hours. I've been waiting 48 hours & no call! It's now June 1 & I am still without a working refrigerator & no solution in sight.

Desired outcome: I will return the refrigerator, I want to be reimbursed the original purchase price, the cost of the warranty (which is useless piece of paper) the $500 from first repair & the $300 food spoilage they claim to offer. Total $2,800.

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DeeDee1027
Cooperstown, US
Nov 14, 2023 9:43 am EST
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Purchased a dishwasher and it has been broke more than it has worked. Numerous service calls, numerous parts replaced, not even two years old. Still broken and the service repair tech never shows up. 4th time waiting, and I know again he will not show up. I will never purchase another thing from Sears. If I didn't show up for my work I'd be fired. Never able to get a supervisor. Terrible customer service, scam of a warranty and I look forward to the day Sears goes completely under.

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6:06 pm EDT
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Sears Refrigerator

It took Sears 6 weeks to repair my refrigerator. I had to buy a small dorm refrigerator to store milk and essentials. They promised to send me a check for $115 to cover part of the cost of the fridge. That was on March 30, 2023. Today is May 31 and I am still waiting for the check. They have escalated the issue 3 times via email to the accounting dept but never get a response. Noone can speak to anyone and there are no supervisors to speak with. It is no wonder Sears went out of business. They are incompetent and are ignoring the problem.

Desired outcome: Send me a check already

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5:49 pm EDT
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Sears Master protection agreement

Today I have gotten the runaround for the last two hours I'm trying to cancel my master protection agreement all I was told was call this number call that number called this number for the last 2 hours... Then when I went online you figured out myself I didn't have a chance to give it my credit card number because the credit card I put it on 3 years ago it's got a different number now that credit card is so I wanted to let them know so they can credit my account for the refund on my service protection agreement since I canceled it how do I do that?

Desired outcome: My full refund on my protection agreement since I canceled it before the expiration date like Sears told me 10 days ago when I called

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5:49 pm EDT
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Sears Sears home warranty services

I found this site, after trying to resolve a few issues with many individuals, who work for your company and the third party your company hires. I also tried emailing, after reading a case manager encouraging others to contact her,if having issues. Came back.

It's been pretty much a total disconnect over all, my experience of trying to get my issues resolved. The last, a supervisor promising she will work on the issue of 2 checks that were supposedly sent for stove top and now cks missing and get back to me. I've had our mail lady deliver our mail for years. Never had this issue. One check, now, maybe, 2 months ago. No call so far. I called to get her name and extension as I wanted an update. Nope. Instead they said a second supervisor would call last week. Nope. All of this should be in the notes to avoid all the confusion, I would think?

I have one fully working burner on my cooktop for a while. Try having Mothers Day with many people. My patience is weaning.

I paid up front for a service person to come out to diagnoses or repair stove top and oven. I have no problem with that! That went well, but after that, a nightmare, quite honestly. 3 days of apts, waiting, no shows, no calls/ texts. How valuable is my time? It goes on and on. So, I pay my monthly fee, on time and service fee upfront, but here we are.

I need to replace my stovetop as soon as possible. A promised reembursement check and now two missing. Snail mail isn't working.

I'm expecting another part for my oven also, after the first part was the wrong part ordered, even though a photo taken of part. I plse ask that you check up on the repair 3rd party company, who supply the repair people. To make sure their written words are followed through.

I normally do not complain, but this is pure craziness!

Thankyou...

Plse let me know asap the update of the issues.

Desired outcome: Reimbursement ck over night or 3 day.Right part installed / oven

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12:49 pm EDT

Sears A defective jewelry purchased

I purchased a ring for my husband from a 3rd party jewelry in the Sears Marketplace. The ring was definitely not as pictured and my husband complained that it was very uncomfortable to wear. I tried contacting the seller with my complaints. For weeks I got no response to my emails and phone calls along with numerous voicemail messages I received. After about 50 calls to different Sears numbers I finally got thru to an agent who agreed to help me and escalated the situation. The seller finally called me and stated he would help me with the return or exchange whatever I decided. He gave me his supposed direct phone number. When I called the number there was no answer, calls went unanswered, no return calls, messages in the Sears marketplace order contact went unanswered. I’ve left numerous voicemail messages with no return calls. The the seller company is called JewelWeSell and the owner supposedly gave me his direct number is Michael. I’ve had the worst time in getting an actual human being to talk to me about resolving this issue. Sears has the worst customer service ever. It’s like they are evading their customers.

If any one has a suggestion on how I can resolve this issue please advise.

Desired outcome: I hope to get my money back and get the defective product back to its owner

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2:41 pm EDT
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Sears Master protection agreement

My dryer has been out of order for 3 1/2 months. Have had 5 appointments (2/18, 2/28, 3/24, 4/20, 5/4) with parts replaced and not repaired. Second to the last appointment was on April 20, 2023 where technician tried to replace motor but wrong part had been ordered. Correct part ordered. Tried to schedule appointment for Saturday and was told no longer an option. Called main office number and after several attempts to speak to human, several representatives told me that no longer had Saturday appointments. Had to make appointment for workday and request time off from work. Appointment scheduled for May 4, 2023, took off work, and waited for technician until 5pm (appt time 1-5pm) received call from technician cancelling appointment, too busy and will not make it. Called Sears, had issue escalated pending phone call to schedule a Saturday appointment since no available PTO time to take off work. Never received a call or any type of response except an email message asking to schedule an appointment. Appointment made by auto system for May 18, 2023. Called Sears and was told that there's nothing that they can do for me. At this point my Sears is not complying with agreement to have dryer repaired or replaced since I can't make a weekday appointment.

Desired outcome: I would like my dryer repaired or replaced if not repairable. Need appointment on a Saturday which is an option if I am paying out of pocket but not when you have a protection agreement.

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1:20 pm EDT
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Sears Treadmill repair listed as complete before parts received and installed.

On 23 Mar 2023 repairman from Sears came to my home and diagnosed parts needed for repair of Treadmill PRO-FORM XP 542E. Parts were placed on order and repair appointment was scheduled for 23 Apr 2023. I submitted advance payment of $323.47. Order# [protected]. I later learned one part was backordered and one part was cancelled due to not in production. I E-Mailed several sears home service departments about this and did not receive an answer from anyone. I requested a refund of prepayment monies less diagnostic fees and waited for a little longer hoping for an answer. Early May 2023 I tried to contact someone again and finally got in touch with your Android and started a chat. Finally got in touch with a human and tried to explain what has transpired but doubt all info was comprehended. A Warranty appointment was scheduled for 18 May 2023. I don`t know why this was done due to no parts availability. I cancelled the new Order # [protected] due to no need.

Desired outcome: I request a refund of prepaid monies less diagnostic cost. I will be procuring a new treadmill.

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Update by rob green123
Jun 05, 2023 6:32 pm EDT

Still waiting for resolution, June 05 2023. Really doesn`t seem that difficult to resolve this issue.

Update by rob green123
May 18, 2023 6:58 pm EDT

18 May 2023

Still waiting for resolution.

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8:25 am EDT

Sears Home warranty program

Very unpleased that I have wasted 3 days, three separate weeks, and no repairman has shown to review my microwave failure. As well, the individual scheduling the repair work was extremely rude and condescending.

I finally bought the microwave myself and am having it installed. I will be cancelling my contract with Sears Home Warranty service.

The phone number for Customer Service [protected] is a foreign call center who can't escalate my call to a Supervisor either.

Desired outcome: Money paid for the required upfront payment of the service visit. I would like to be reimbursed for the microwave I had to purchase also.

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3:08 pm EDT
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Sears ge washer

had kenmore washer. sears could not get parts for it. they repaced it with a ge washer machine top load on 6-10-19 had a maintaince agreement which is up on 10-2-23. had several techs from sears to check out smell from machine, they said it smelled but could not find where it was coming from. had ge tech come out on 5-4-23 was charged $160.00 found out the machine had mold, he also inform me that ge washers does that. was cleaned and pictures were taken were gross..smell is back again on 5-7-23 called sears to open a case they gave me ord number 774021. never heard from they.. no one speaks english or does not understand. left on hold for hours, keep on calling back and they give me different numbers to cb..all I wants is a check for $160.00 and a replacement for the machine, not a ge brand.. thank you, gail &robert kurtz [protected]

10030 double tree rd knoxville tn 37932 e mail [protected]@charter.net

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5:53 pm EDT
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Sears Sears master protection agreement

We have had a master protection agreement with sears for over ten years.
During the past couple of years [protected] service has gotten progressively worse.
In the past service would usually be taken care of within days and if parts were needed, the technician would either have the needed parts in the truck or we would have them delivered and installed within 1 to 1-1/2 weeks.
Recently, a tech replaced the springs and shocks on our Kenmore elite washer and never reconnected the door lock switch. We waited for the part because the machine wasn't working only to find out when the new switch part came in and the tech arrived that he found out the switch was never connected after the last repair.
Now we have a gas dryer that has been out for over 4 weeks and were told that we will have to wait another two weeks to complete the repair if it is possible.

Desired outcome: SEARS SHOULD HONOR THE REPAIR/REPLACEMENT CONTRACT WITH A NEW DRYER SINCE IT HAS TAKEN SO LONG.

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12:37 pm EDT

Sears Kenmore refrigerator

My Kenmore refrigerator under warranty had parts go out I contacted Sears to have a service on the unit Technician looked at unit and ordered parts This process started Feb 10, 2023 When all parts arrived I was to set up an appointment to have the unit repaired Mid March I was contacted Sears to check on the progress of the parts I was some parts were unavailable and that the Refrigerator would be replaced under warranty and that I would get an email in 3-5 business days letting me know the process I have called 4-5 times with the same comments of getting an email in 3-5 business days None of them emails ever came to the email address provided on the account Since this time I have been given the [protected] and [protected] and [protected] and have gotten absolutely nowhere I will constantly continue to contact someone to get this unit replaced as should be under warranty and not having the parts to be replaced. I am simply wanting to stop calling or chatting and recieve this mythical email that tells me the next steps

Desired outcome: I want my Refrigerator replaced under warranty that I had since the parts to repair are unavailable

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5:56 pm EDT

Sears Ice maker repair on refrigerator.

Service was done on my ice maker. Technician ordered another part. I paid for the new part and the service appointment. The next day, the ice maker started working. I cancelled the part delivery and the service appointment. I received an email address to request my refund. I have contacted them several times. This was in February. I have not received any reply, or a confirmation of my request. I do not have any further information I cannot find my paperwork. In the meantime I need service on my dishwasher. I have always used Sears repair service . What do I do now?

Desired outcome: Request a refund. And a response

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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