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Initial Complaint
01/23/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Renewed a service contract with Sears Home Services in October 2024. Effective date began Nov. 15, 2024 for one year. Service Tech came Nov. 7(under old policy). Tech inspected and cleaned all covered appliances as needed. An issue was raised on stove top power burner and regular burner. Tech inspected and agreed they needed replaced. He ordered the parts which were delivered in short order to my house. They scheduled appointment for Nov. 20, 2024. They cancelled due to "unforeseen circumstances" . 10 additional future appointments were scheduled and each was cancelled on the date of service for "unforeseen circumstances". After sixth or seventh cancellation I called Sears and expressed dissatisfaction. They assured me they would resolve my complaint. Three or four additional cancellations followed this call. Thus, I have contacted you, The BBB, and completing this form per the instructions I received with my phone call to my local office. I hope you can resolve my issue. Thank you very much.
Business response
02/03/2025
February 3, 2025

BBB Customer Relations
**********************
************************************************************
*******, *******;60611

Re: ***** ********
Reference Number: 22849418

Dear BBB Customer Relations,

We have completed the investigation of Ms. ********* complaint regarding the range and her dissatisfaction that it was not repaired in a timely manner.

Our record shows the service for the range was closed out and completed on January 27, 2025. If the range still not working she can contact Home Services back and set up another repair. Since, we show the service was completed we have closed out file.

We apologize for any problems or frustrations that Ms. ******** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.

Sincerely,

***** ******
Regulatory Complaints Specialist
Email: ******************************************************************************************
Customer response
02/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********
Initial Complaint
01/21/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order a part for my washing machine on 13 Dec. 2024, Order# W546916 for $140.33. It shows in stock on their website and still shows that today. Status is in process every day I check. I chatted with an agent, ***** on 2 Jan. 2025 to cancel the order and refund my credit card and he said he would take care of it. Contacted thru chat again on 14 Jan. 2025 with an agent Forest who stated that there was a technical problem on their end and he would initiate the refund again. Contacted thru chat again with an agent ******* on 21 Jan. ************************************************************************* 1-3 business days I am getting the runaround from this company. I have found no way to talk to a live person on the phone about this either.
Business response
01/31/2025

***********************************

January 31,2025

Customer Relations
**********************
************************************************************
*******, *******;60611

Re: # ******** **** *******

Dear BBB Customer Relations;

We apologize for any inconvenience caused by the delay in addressing Mr. ******* concern in regards to the part been on back order and the website not been updated. We understand her frustration and would like to provide some clarity on the situation.
As Mr. ******* mentioned in his complaint, inventory updates on our website may occasionally lag due to delays in receiving reports from the manufacturer. Unfortunately, this was the case in this instance, and we regret any confusion it may have caused. Please rest assured that we are actively working to improve the efficiency of our system to minimize such delays and provide accurate, up-to-date information to our customers.
We have also resolved the matter financially by issuing a refund to Mr. ******** card ending in 1979 on January 31, 2025, for the amount of $140.33. Please note that it can take 1-5 business days to be posted in his account, all depending on his financial institution. With that being said, we kindly request that this matter be considered resolved and closed. Once again, we sincerely apologize for the inconvenience caused and appreciate your understanding as we continue to enhance our processes.
We apologize for any problems or frustrations that Mr. ******* have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at **************************************** if you have any further questions.

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer response
02/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. They are correct that they finally refunded my credit card for the order amount. It took many times to resolve the issue which I believe was resolved only after being contacted by the BBB. Thank you for your help in this matter.

Sincerely,

**** *******
Initial Complaint
01/17/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In October of 2024 I ordered parts from **** parts direct. The parts were to be delivered on October 19, 2024. As of today I still have not received them. I keep getting e-mails and text saying they are back ordered, I have call a number of times trying to get my money back. I was told that the one part is in stock, but the part number was updated, so they didn't match. I have been told that they were going to credit my money back, but have not received it. I received a e-mail stating that I could not return the parts, a little hard when I haven't received them. All I want is my money back.
Business response
01/28/2025
***********************************

January *******

Customer Relations
**********************
************************************************************
*******, *******; 60611

Reference File # ******** ******** *******

Dear BBB Customer Relations;

We have completed our investigation of Ms. ********* complaint regarding her dissatisfaction with the fulfillment of her order from Parts Direct and the related refund process.
After reviewing the matter, we found that the parts Ms. ******* ordered are currently on backorder from the manufacturera situation beyond our control. At ************ request, her order has been canceled, and a refund of $59.98 has been issued to her card ending in 1277. The refund was processed on January ******** Please note that it may take 15 business days for her card issuer to post the refund to her account, depending on their processing times.
We sincerely regret the inconvenience and frustration this situation has caused Ms. ******** We appreciate her patience and understanding throughout this process. As we have addressed her concerns and provided the requested resolution, we have now closed our file on this matter.
If Ms. ******* or you have any further questions or require additional assistance,please feel free to reach out to me directly at *******************************************************************************
Thank you for bringing this matter to our attention, and we remain committed to resolving customer concerns promptly and fairly.
Sincerely,

****** ******
Regulatory Complaints Specialist
******************************************************************************

Customer response
02/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *******
Initial Complaint
01/13/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been without a dishwasher for six months due to a broken dishwasher that was covered under a Sears master protection agreement and a new dishwasher which has been on order since 10/22/2024. Here is the timeline of the issue:7/8/2024 - Sears was unable to fix the broken dishwasher as parts are no longer available. We were told that we would receive a coupon toward the purchase of a new dishwasher (Replacement Order #*******).8/10/2024 - The promised coupon never arrived and after multiple phone calls it was discovered that the authorization for a new coupon had been closed with no record of a coupon actually being sent. We were instructed to start the repair process all over again.9/12/2024 - Sears technician was unable to fix the broken dishwasher as the parts are no longer available. Once again we were told that we would received a coupon toward the purchase of a new dishwasher.101/2024 - We received our approved replacement coupon code (Authorization #****-11048652) in the amount of $1,079.99 which would expire on 11-30-2024.1022/2024 - I placed an order online for a replacement dishwasher using the approved replacement coupon code (Order #*********).11/19/2024 - We received an email stating that there had been a delay in receiving the product from the vendor and that Sears was "actively working with our vendor to expedite the delivery process and ensure your order reaches you as soon as possible and that they would keep us updated on any further changes.That is the last communication I have had from Sears. I have placed multiple phone calls seeking information on how much longer the delay may take and nobody has any information. We are wanting Sears to provide an update on when the issue will be resolved or if a different dishwasher needs to be ordered.
Business response
01/31/2025
January 31, 2025

Customer Relations
******* **********************
**************************************************************************************************************

Re: **** *****
      File Number 22804503

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding the delayed delivery of her replacement dishwasher.

Our records indicate that Ms. ***** has a Master Protection Agreement covering his refrigerator. Ms. ***** was authorized a replacement dishwasher valued at $1079.99. Upon reviewing her complaint, we researched the order placed October 22, 2024 and confirmed the order had not been received from the vendor.   We reached out to Ms. ***** and offered to cancel the order and send a check since there have been delays or we can leave the case as is and wait for the delivery. Ms. ***** responded that she would prefer a check instead.   Once the order has been canceled, the warranty team will email the cash reimbursement document for her to sign and return with her signature of acceptance to receive a check in lieu of a direct replacement microwave. Once the signed document has been received a check for $1079.99 will be issued. We would also like to note that the additional $ $223.38, Ms. ***** paid will be refunded back to her original payment method once the delivery order is canceled. In the interim, since we have provided Ms. ***** with an equitable resolution commensurate to the circumstances, we have closed our file.

We apologize for any problems or frustrations that Ms. ***** may have experienced and we appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer response
02/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
01/13/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is a complaint regarding Sears appliance repair services. After I experienced my problem, I went online only to discover that there are lots of complaints already on reddit about this. They have a scam whereby they send somebody out to inspect the appliance (in my case an oven) and then they require you to charge your credit card for the part and the repair in advance (in my case the repair cost significantly more than the part and the total was about 650 dollars). Then they set up an appointment for the repair with a window between 8 AM and 5 PM and then at about quarter to 5 they cancel the appointment and then give you the option to reschedule. Each time you reschedule they no show or cancel the appointment 15 minutes or less before 5 PM. They never actually show up for the repair. I wasted several days waiting all day for the repair person. I also called multiple times and the person I spoke with told me that no repair person had been assigned to me despite the fact that I made the appointments and confirmed the appointments. Nobody ever came and I was forced to go to a different service person. They should not be in business. My complaint is that they are allowed to keep advertising and scamming people.
Business response
01/31/2025
***********************************

January 31, 2025

Customer Relations
**********************
************************************************************
*******,*******; 60611

Reference File # ******** - ******** ******

Dear BBB Customer Relations;

I am writing to provide an update regarding Ms. ******* complaint concerning a refund for oven repairs.
Upon review, we found that the service order was incorrectly closed after Ms. ****** canceled the repairs due to service delays. As a result, the refund was not automatically processed. However, a refund of $516.49 has now been issued to her card ending in 2695 as of January 22, 2025.
Please note that the refund may take 1-5 business days to appear, depending on her financial institution. If Ms. ****** does not receive the refund within that timeframe, she may contact me at **************************************** for further assistance.
We sincerely apologize for any inconvenience or frustration Ms. ****** may have experienced. At Sears ********************, we value our customers and are committed to ensuring their satisfaction by resolving concerns as promptly and fairly as possible.
Sincerely,

****** ******
Regulatory Complaints Specialist
Customer response
02/03/2025

Complaint: 22803866

I am rejecting this response because: Although I am happy that they will reimburse most of the money I spent and I do absolutely want that money, I am deeply concerned that they are continuing to operate at all. They are actively operating a scam and although I will never use their business again I believe they need to be shut down because they are continuing to scam people. In fact, prior to filing the complaint with the BBB, I called them and complained and requested that my money be reimbursed and they said they would write up and submit that complaint and let me know in 10 days whether I would be reimbursed. They never ever let me know. I do not believe it was accidental that they closed my case as opposed to processing the request for reimbursement. They are lying when they claim this was accidental.
Also, some of the people I spoke with on the days I supposedly had a confirmed repair appointment told me that Sears had not even assigned a repair person to do the repair and this was on the day and time window when I was supposed to be waiting for the person to show up. Nobody was ever supposed to show up. All of this is an effortful and deliberate process and they are continuing the scam.
Also, after I wrote this original complaint I hired another repair person who after I described what the Sears person had done to diagnose the problem told me the repair person did a very preliminary inadequate examination and to properly determine the problem with the oven needed to pull the oven out of the wall and check the fuses and control panel. The Sears person simply checked to make sure that power was going to the oven and then said by default it had to be the control panel. I questioned him at the time and said are you sure, and he said it was the only other possible thing that could be the problem. The new repair person said after doing a much more thorough examination of the oven that it needed a new fuse and ordered that fuse and then came back and repaired it. It is now repaired no thanks to Sears and with an additional bill.
Also on the days I was waiting for the repair person I repeatedly called their repair line and was consistently told that the repair person would be coming and not to worry. At the same time, one person slipped and said they were aware of the problems with their service and it was being addressed. Clearly not.
Finally, how do I know they will actually reimburse this money? I never heard from them directly and do not trust that they will truly reimburse it. I do not believe words from them. I need to see actions. When will I hear directly from them that the money has been credited?
Sincerely,

******** ******
Business response
02/03/2025
***********************************

February 3, 2025

Customer Relations
**********************
************************************************************
*******,*******; 60611

Reference File # ******** - ******** ******

Dear BBB Customer Relations;

I am writing to provide an update regarding Ms. ******* complaint concerning a refund for oven repairs.
We have received Ms. ******* rebuttal and understand her frustration. We have opened an investigation regarding this matter and will handle it internally. At this time, Ms. ****** should have received her refund. If she has any questions or concerns, she can contact me directly at ******************************************* this time, we request this file to be closed.
We sincerely apologize for any inconvenience or frustration Ms. ****** may have experienced. At Sears ********************, we value our customers and are committed to ensuring their satisfaction by resolving concerns as promptly and fairly as possible.
Sincerely,

****** ******
Regulatory Complaints Specialist
Customer response
02/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ******
Initial Complaint
01/10/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a part on 12.6.24 that the web advertised having in stock. S still do. Supposed to be arriving on ***** After talking with them they informed me the part is not in their stock but they are ordering it from *******. I cancelled and got my part someplace else. They promised a refund in 48 h. Called 3 more times and submitted on line request too. Last time called 01.10.25. Still no refund. They did not shipped the part and I would like my money back.
Business response
01/28/2025
***********************************

January 28,2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

Reference File # ******** ***** ***

Dear BBB Customer Relations;

We have completed our investigation of Ms. **** complaint regarding her dissatisfaction with the fulfillment of her order from Parts Direct and the related refund process.
After reviewing the matter, we found that the parts Ms. *** ordered are currently on backorder from the manufacturera situation beyond our control. At Ms. ***'s request, her order has been canceled, and a refund of $115.28 has been issued to her card ending in 4423.The refund was processed on January 28, 2025. Please note that it may take 15 business days for her card issuer to post the refund to her account, depending on their processing times.
We sincerely regret the inconvenience and frustration this situation has caused Ms. ***. We appreciate her patience and understanding throughout this process. As we have addressed her concerns and provided the requested resolution, we have now closed our file on this matter.
If Ms. *** or you have any further questions or require additional assistance, please feel free to reach out to me directly at ******************************************************************************.
Thank you for bringing this matter to our attention, and we remain committed to resolving customer concerns promptly and fairly.
Sincerely,

****** ******
Regulatory Complaints Specialist
******************************************************************************

Customer response
01/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Liana Pop
Initial Complaint
01/10/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 12/14/24 I ordered the following parts from Sears PartsDirect:Microwave Vent Grille - Part #DE64-02774A Microwave Grease Filter - Part #DE63-00196A As of today I have not received my order as I get daily emails regarding the Microwave Grease Filter being on backorder since 01/02/25 but no updates on the Microwave Vent Grille. The email states that call center agents don't have any additional insights into the order status, but will email the moment the order is on the way.I called the number of ************** just to go through multiple prompts to be told that there is a high call volume but a representative would be with me. The fact the emails state call center doesn't have any additional insights discourages customers from calling in and the long wait times on the phone keep a solution out of reach as I don't have long periods of free time to remain on hold.All I'm looking for is a refund in the full amount of $102.18 as the company purposely makes it difficult to speak to a live agent.
Business response
01/28/2025
***********************************

January 28,2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

Reference File # ******** ***** *******

Dear BBB Customer Relations;

We have completed our investigation into Mr. ********* complaint regarding his dissatisfaction with the fulfillment of his order from Parts Direct and the associated refund process.
Upon review, we found that the part Mr. ******* ordered remains on backorder from the manufacturer. Unfortunately, this delay is beyond our control. At ************ request, the order has been canceled, and a refund was processed.
The refund amount of $102.18 was issued to Mr. ******** ****** account on January 28, 2025. Please note that depending on his card issuer's policies, it may take 1-5 business days for the refund to reflect in his account.
Since the requested resolution has been fulfilled, we have closed this matter in our system.
We sincerely apologize for any inconvenience or frustration Mr. ******* experienced while dealing with Sears Parts Direct. We deeply value our customers and remain committed to providing them with complete satisfaction and a fair resolution to any issues.
me at **************************************** if
You have any further questions.

Sincerely,

****** ******
Regulatory Complaints Specialist
****************************************
Customer response
01/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I also have verified that the refund has processed via PayPal.
Sincerely,

***** *******
Initial Complaint
01/10/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
For the past 8 to 9 years we have paid Sears for a repair agreement on our ******* refrigerator. On 06/09/2024 it quit working. This started a 7 month (so far) ordeal. A technician came & after checking, indicated the parts were no longer available. The ticket went into "parts research" & was there for many weeks. After multiple calls for update requests, parts were shipped from an **** supplier. Technician came, part did not have correct connection for our unit, tech had to solder old part connector to **** part. We put water bottles in **************** & were told to leave it closed for 24hrs. After 48hrs, the bottle in freezer was still warm, the bottle in refrig was cold. Tech was dispatched to look at refrig but there was nothing for him to do - no parts had been received. As per the repair agreement, if the unit can not be repaired it will be replaced. In October, after multiple calls for updates with no result, an email came asking for the return of any uninstalled parts. I explained I didn't have any parts to return & would be filing a BBB complaint & contacting an attorney. Several days later I received an email with a code for approximately $2400 to order a refrig from Sears. We did that on Nov 5. Delivery was scheduled for Dec 13, confirmed via phone on Dec 12 but no refrig arrived. When my wife called at the end of day on delivery date she was told the delivery need to be rescheduled. After multiple calls & several chats she was finally told the unit was not in the warehouse but it was scheduled to arrive Dec 20. She called on Dec 21 - still not in warehouse but tentative delivery is Jan 13. Yet, no one called to confirm that date. My wife has communicated verbally & "chatting" with different people on numerous occasions to only continue to get the run around. My wife was told today the system is down & to call back. This is not a special refrig & many local stores carry the model AND 7 months later we still have a non working unit AND no replacement!
Business response
01/28/2025
January 28, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***** ******
      File Number 22794840

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******* complaint regarding the delayed delivery of his replacement refrigerator.

Our records indicate that Mr. ****** has a Master Protection Agreement covering his refrigerator. Mr. ****** was authorized a replacement refrigerator valued at $2339.96. Upon reviewing his complaint, we researched the order was canceled due to multiple delivery delays.   Mr.****** was approved for a cash reimbursement in lieu of a direct replacement refrigerator. He was emailed the cash reimbursement document to sign and return with his signature of acceptance to receive a check in lieu of a direct replacement refrigerator on January 21, 2025. Once the signed document has been received a check for $2,459.95, this amount includes install/delivery/haul away fee. We would also like to note that the additional $64.23, Mr. ****** paid was refunded back to his original payment method. In the interim, since we have provided Mr. ****** with an equitable resolution commensurate to the circumstances, we have closed our file.

We apologize for any problems or frustrations that Mr. ****** may have experienced and we appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Initial Complaint
01/09/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased a Kenmore refrigerator from Sears with a 5 year master protection plan good through May 2026. Started having problems late July 2024. It was decided that fridge needed to be replaced. I have ordered a replacement twice but both times the orders were cancelled. Last order number was ********* cancelled 1/7/2025. I have called repeatedly because I need a fully functional fridge. The warranty company says fridges are not available. They have allowed me $1837 to purchase through Sears. I would ask that they give me the 1837 so that I can purchase a new refrigerator from a local appliance store.
Business response
01/28/2025
January 28, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***** ****
      File Number 22784789

Dear BBB Customer Relations:

We have completed the investigation of Mr. ***** complaint regarding the delayed delivery of his replacement refrigerator.

Our records indicate that Mr. **** has a Master Protection Agreement covering his refrigerator. Mr. **** was authorized a replacement refrigerator valued at $1837.49. Upon reviewing his complaint, we researched the order placed November ******* and confirmed the order was canceled and a new authorization code was emailed to him on January 8, 2025. We reached out to Mr. **** to confirm if a new order was placed for the replacement refrigerator and if not, we were willing to move forward with having a check sent instead since there has been delays or we could leave the case as is and he can place a new order for the refrigerator.   Mr.**** responded that he would prefer a check so he can purchase one locally. As of January 28, 2025, he was emailed the cash reimbursement document to sign and return with his signature of acceptance to receive a check in lieu of a direct replacement refrigerator. Once the signed document has been received a check for $1957.48,this amount includes install/delivery/haul away fee. We would also like to note that the additional $14.83, Mr. **** paid will be refunded back to his original payment method. In the interim, since we have provided Mr. **** with an equitable resolution commensurate to the circumstances, we have closed our file.

We apologize for any problems or frustrations that Mr. **** may have experienced and we appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************

Customer response
01/29/2025

Complaint: 22784789

I am rejecting this response because:
settlement documentation not received.
Sincerely,

***** ****
Business response
01/30/2025
January 30, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***** ****
      File Number 22784789

Dear BBB Customer Relations:

We have completed the investigation of Mr. ***** rebuttal.

The cash reimbursement document was emailed to Mr. **** on January 28, 2025, to his *********************** email. ******* can also check his spam folder for the document.

We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer response
01/31/2025

Complaint: 22784789

I am rejecting this response because: We have not received the settlement documents. We have checked thoroughly all possible locations. We would accept their offer if we got the document. Could they resend the document to our email ********************************

Sincerely,

***** ****
Business response
02/04/2025
February 4, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***** ****
      File Number 22784789

Dear BBB Customer Relations:

We have completed the investigation of Mr. ***** rebuttal.

The cash reimbursement document was resent to Mr. **** on February 4, 2025, to the requested email of ******************************** .

We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer response
02/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
so long as they send me the check'

Sincerely,

***** ****
Initial Complaint
01/09/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As Sears protection agreement holder I was entitled to a replacement of my Washing Machine when sears was unable to fix the ********* Aug 2024 my Washer was having an issue. Sears come out identified the problem but was unable to get the part to fix the washer. They approved a replacement amount of $653.98. I had to order the washer on Sears.com.I ordered the washer and it washer was delivered damaged. We had to reorder the washer with a new voucher. The order was placed and after 3 weeks sears canceled the order saying that there was an issue with the order going to the manufacturer. We had to reorder. A new order was placed. After three weeks they canceled the order again.We placed an other order on November 10 with the help of an online associate. The order number is *********. As of today January 9, 2025 61 days after the order was placed Sears has yet to provide me with the merchandise. They keep telling us that the washer is not making to the warehouse for delivery.The delivery team keeps rescheduling the delivery date based upon information on the ************************** web site but the Washer never makes it to the warehouse for delivery. Sears uses a third party for delivery in this case it is ******. I keep asking for they to just issue me a check so I can go get my washer someplace else an I am told that is not part of my ******************* I have to order it on line. I have done that 3 times since Aug and still no washer. To me Sears is not upholding their end of the T&E and should issue me a refund if they can not guarantee the delivery of the washer. Please help this is ridiculous. I have attached the latest voucher email from Sears that was used for the last order.The cell phone ************ can pull up all the order history with Sears.
Business response
01/27/2025
January 27, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ******* *****
       File Number 22788410

Dear BBB Customer Relations:

We have completed the investigation of Mr. ****** complaint regarding the delay he encountered in having his GE branded washer delivered.

Our records indicate that Mr. ***** had a Master Protection Agreement covering his washer. She was authorized a replacement washer and dryer combo unit valued at $ 653.98. According to our records, Mr. ***** received delivery of his replacement washer with the set up and hook up completed on January 17, 2025.

With that said, since we authorized for ******** to receive a replacement in accordance to the terms and conditions of his coverage, we have closed our file.

We apologize for any problems or frustrations that Mr. ***** may have experienced. We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
********************************************************************************
Customer response
01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

it seemed strange that the washer was finally delivered only after I engaged the BBB. Was it just a coincidence not sure. But it should have never taken 5 months to get the washer delivered in the first place. Needless to say I will not be make a future purchases from Sears.

Sincerely,

******* *****

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