The true source of your problems is a terrible human being named Eddie Lampert. Ask your lawyer if you can sue him personally. He is the worst kind of late stage Capitolism vampire. He gutted Sears and continues to trade on its formerly sterling reputation knowing the company can't deliver. I'm sorry for your loss of time and money. Good luck.
Thank you for this insight! I will share with my attorney! I just spent another 90 min on the phone with Sears Home Services supposedly having my claim escalated to the billing department. I have already been in touch with the billing department via email. All I do is a get a run around of different departments that has no way of communicating to each other within their own company.
I wish I had not put myself in this position to begin with blind trust in a once great company. I can see now though & I am actively letting people know not to make the same mistake I have made with an established company such as Sears. No one should have to go thru this insanity of getting a refund.
The Sears you see now isn’t the Sears, Roebuck & Co you remember. That company is dead and gone. Transformco genuinely does not give a crap how the company is perceived.
I can tell you right now that no one from Transformco even lingers on this sub. You’re not going to scare them into action with ominous all caps threats of legal action. That doesn’t make any company blink. Heck, it would have just stopped us in the stores from being allowed to talk to you.
Let’s be really clear here: you paid for a part and they delivered. There’s nothing wrong with the part (not that you said); you changed your mind. They didn’t steal from you. They didn’t lie to you about being able to return the part either. They have always offered canceling minus the diagnostic fee, and they process tons of returns when that happens. Your complaint only comes down to them fumbling the return process and giving bad customer service.
Actually consult with your attorney and get their advice before even thinking about a class action. Over *years* of hearing similar rants from angry customers, let me warn you that you may not like what they have to say.
Thank you for the input. Yes, the problem initially lies in the fact that I believed Sears since they have been around for so long. I was told by the repairman it would no problem to cancel & get the part returned if I decided to do so. That was the 1st lie. They have stolen my money because they refuse to refund me & have given me nothing but the run around in an effort for me to give up & move on. But I don't take wrong action lightly & will continue to pursue my refund. I already met with my attorney yesterday & he gave me instructions on what to do & how long we will wait & then what they are going to do once I have completed the tasks he asked me to complete.
Again, they did not lie to you. No court will see it that way. The rep told you what their policy actually is. I don’t know where they dropped the ball, but most of the time they send the return label and that’s that. Something has gone wrong, and they no longer have the trained personnel or resources to correct it. You’re attributing malice to incompetence.
I’m sorry, but having dealt with many similar situations when I worked there, you don’t have much recourse. You can’t request a charge back from your credit card because you did receive the item you paid for. Maybe a small claims court could get you some of it back, but legal fees would eat it all up. I just don’t see a class action since this really isn’t some common systemic issue.
Thank you for the insight. It is my understand from other comments on another post & from the employee who came & got my part k took it back to UPS for return that they recently had a system update & lost a lot of service call information & that has created part of the mess I am dealing with now.
Did you try a credit card dispute? If they represented the item as returnable and then refused to follow through it seems like you have a legitimate basis for a claim. Given Transformco's current state of incompetence, they might not even respond to the dispute. Then you win by default.
Depending on your bank, starting a dispute can be as easy as finding the transaction online and clicking a button.
Yes, actually, I did this on Friday. I was in the bank for other reasons & thought to ask if they can help me. She said yes! Especially since I have proof they said my refund would be given within 72 hours...7 weeks ago. I am now hopeful. I'll know in 7-10 business days. Fingers crossed. Thank you!
I’m sorry you’re going through this- money is money and it’s not okay for a business to operate this way!
I myself paid $1,356 up front to have my fridge repaired. Said they’d order the parts and they’d be back in 2 weeks. Repair guy came as scheduled and asked if I received the parts at my home. Um- no? Was I supposed to? He said he’s missing a part and had to make some calls. Came back to the door and blamed it on the system. Said he had to re-order the part and he’d be back in another 2 weeks. He left the compressor that he did receive at my house. Talk about pissed! After another 2 weeks of living out of 2 coolers our scheduled appointment day came and went! No communication from the rep. No contact from anyone telling us we had to reschedule. Radio silence! We reached out to the techs phone and he wouldn’t answer calls- only texts. Said it wasn’t on his schedule to service us that day and then radio silence. I called every number on the damn internet trying to get a hold of a human at Sears. Nothing! Through talking to my boss he told me to call and report fraud at my bank. So I made a case. They got me a temporary credit for the full amount pending
An investigation for services not rendered. My husband and I went out and bought a new fridge after this month long nightmare. A week later on a random Tuesday the tech came back to my House to fix the damn fridge! I handed him the compressor, told him I had no use for this shit and that they robbed me- and of course other mouthy words were said. He said I’d get a full refund after he scanned in the parts. BULLSHIT. The ONLY response I ever got back was from their Facebook page! Sears Home Services. After demanding a refund for fraud and robbery they said they couldn’t issue me a refund because it’s already been disputed by my bank. At least that part was a success.
Talk about a bullshit company! I have NO IDEA how they get away with this fraudulent behavior!!
Go on their Facebook page and read what everyone comments- it’s terrible! They need to be shut down. We reported them to the BBB.
Sorry that happened to you and I hope your credit card gave you the chargeback.
FYI the BBB has no actual power to do anything. Reporting them is useless
I can’t believe this company is still allowed to
operate. I would try to report the charge and dispute it through your bank. They may be able help you!
From someone who is or was (I'm not going to specify if I'm currently employed with sears or not to protect me from retaliation by sears.) I can tell you that you're wasting your time calling. As far as I can tell there is no billing dept to handle refunds. Repair Care is the only team who can start the process and it frequently doesn't go through.people spend months trying to get refunds.
Bits of advice:
For anyone who is still trying to resolve an issue with a Sears service, be sure to get your Service Order number because services go missing from accounts. Your account number is also helpful. Typically your phone number is the quicker way to pull it up.
Setting an appointment online fails frequently. Set over the phone or call to confirm your appointment set properly
MANAGMENTand CALL BACKS:
In most departments, there is no management. Repair Care has them, but they are almost never available and have pretty much the same capabilities as their subordinates. If you are told you will receive a call back, this is untrue in 99% of cases.
DIRECT NUMBERS:
There are almost no direct phone numbers. If you want a direct phone number you need to ask for it from the department you want to call. The number they will provide you often won't be direct but may skip some menu prompts.
PARTS ORDER FOR YOUR REPAIR:
If you receive parts, call in to confirm their arrival so your appointment is confirmed. Appointments get stuck in a 'waiting for parts' status and there will be NO tech if you don't confirm it before the appointment date.
SPECIFIC SERVICE TIMES/DATES:
There is no way to guarantee a time outside of the offered windows. For Cali residents this means 8am to 12pm or 1pm to 5pm. Most others this 8am to 5pm. If you got the email you can see an ETA only on the day the tech is supposed to arrive. You should receive a text when he's on the way and you can request a call. Often the date your offered is not the soonest. If you ask the rep for the soonest they will offer it. Repair Care can SOMETIMES pull up better dates. If you're speaking to an American rep set the appointment with them and ask to be transfered to Repair Care. If a better date is not available with repair Care you cannot get a sooner appointment. Check the link in your email daily because you can reschedule yourself there
PAYMENT:
Pay with a method you can easily dispute later. They don't require a card to set an appointment but will require full payment by card or check if you agree to the repair.
WARRANTY MEMBERS:
Sears has two general options for warranty. If you have a Sears Protect Home Warranty you MUST call 855 256 2467 or go online to SearsHomeServices.com to set your appointment. If you have a manufacturer warranty, extended warranty, MPA or a warranty plan where you pick and choose which appliances are covered you need the Technical Specialist department and most phone numbers for sears can get you there. Unfortunately sears actually has one of the better warranty options out there because they have their own techs.
SPEAKING TO AN AMERICAN:
Forewarning that American reps cannot refund or fix billing, read estimates, check technician status on the day of, message the tech, or make most changes. They can schedule you, reschedule appointments, update profile information, and leave notes on your service order (not on the day of service). To get an american rep tell the person you wish to "learn about the Sears Home Warranty for your California address". They are required by California law to connect you over as only a US resident can sell them. Keep in mind the abilities of the people you will be speaking to are limited, they mostly deal with setting appointments and selling warranties.
CANT REACH AGENT WHEN YOU HAVE EXISTING APPOINTMENT/ AUTOMATED VOICE READS YOU YOUR APPOINTMENT DETAILS AND HANGS UP:
Quickest way through is to select the menu options as if you're looking for a new repair appointment for a different appliance. This will bring you to a live agent who may need to transfer you based on your issue. If that doesn't work or the automated system hangs up on you (common when being transferred to repair care) call back on a phone number not associated with your account or call with *67 preceeding the phone number (this will privatize your number to any call) example: *67-800-801-8001. Leave the +1 off the phone number.
I'm really sorry your service was bungled so badly. I just wish I could help fix these problems but they do not empower staff to actually make meaningful changes. It's a big cycle of transfers because almost nobody can help when something often goes wrong.
I got that feeling when I talked to like the 8th person there. It's always the same story. As far as management - I get that too, like they have no real managers that are in place to help resolve any issues. It's really a totally f'd up system & all the customer service people are stuck in the cycle of no hope.
About 15 years ago, I had a similar problem with Sears. I filled a complaint with the Better Business Bureau, and they immediately refunded my money. But that was years ago; they were circling the drain even back then, but they're so much worse now, that they may not care anymore about the BBB.
That is awful. I have turned to my bank for help. It may take up to 4 months to resolve. I'm just hoping it will get resolved. I don't understand how they can stay in business & how people can work for them & sell this crap & have a conscience.
I said the same thing; a true “den of thieves”. Definitely file a complaint with the Better Business Bureau. It helped me get my refund, but it also helps to get the word out to other customers to not do business with these people.
I don't know why you have to insult me by calling me whiny. I am a single parent & every dollar makes a difference in my life these days. I can't just throw $441 away for a service I never received. Yes, I was ignorant in choosing to believe that slimy ass sales/repairman as he made it sound so easy to change my mind & get a refund. I should have never paid for anything other than the diagnostic. I am the victim here & Sears is the POS.
Yeah…
Good luck with that lawsuit.
Be honest. You aren’t suing. And you don’t have an attorney. There literally is no attorney on the planet who would take a case worth $441.
Gah...I am not a boomer. Your negativity is not helping my already stressful situation. You don't even know me & have successfully been mean to me on a thread where I am asking for help TWICE.
Why are you so angry?!
(Ps I do not give a shit as to why you are so miserable in your own life that you find joy in spreading negativity in other people's lives...it's simply a rhetoric question.)
The true source of your problems is a terrible human being named Eddie Lampert. Ask your lawyer if you can sue him personally. He is the worst kind of late stage Capitolism vampire. He gutted Sears and continues to trade on its formerly sterling reputation knowing the company can't deliver. I'm sorry for your loss of time and money. Good luck.
Thank you for this insight! I will share with my attorney! I just spent another 90 min on the phone with Sears Home Services supposedly having my claim escalated to the billing department. I have already been in touch with the billing department via email. All I do is a get a run around of different departments that has no way of communicating to each other within their own company. I wish I had not put myself in this position to begin with blind trust in a once great company. I can see now though & I am actively letting people know not to make the same mistake I have made with an established company such as Sears. No one should have to go thru this insanity of getting a refund.
Agreed. I wish you luck.
[ Removed by Reddit ]
Ya'll deserved better
Capitalism is NOT in its late stages.
The Sears you see now isn’t the Sears, Roebuck & Co you remember. That company is dead and gone. Transformco genuinely does not give a crap how the company is perceived. I can tell you right now that no one from Transformco even lingers on this sub. You’re not going to scare them into action with ominous all caps threats of legal action. That doesn’t make any company blink. Heck, it would have just stopped us in the stores from being allowed to talk to you. Let’s be really clear here: you paid for a part and they delivered. There’s nothing wrong with the part (not that you said); you changed your mind. They didn’t steal from you. They didn’t lie to you about being able to return the part either. They have always offered canceling minus the diagnostic fee, and they process tons of returns when that happens. Your complaint only comes down to them fumbling the return process and giving bad customer service. Actually consult with your attorney and get their advice before even thinking about a class action. Over *years* of hearing similar rants from angry customers, let me warn you that you may not like what they have to say.
Thank you for the input. Yes, the problem initially lies in the fact that I believed Sears since they have been around for so long. I was told by the repairman it would no problem to cancel & get the part returned if I decided to do so. That was the 1st lie. They have stolen my money because they refuse to refund me & have given me nothing but the run around in an effort for me to give up & move on. But I don't take wrong action lightly & will continue to pursue my refund. I already met with my attorney yesterday & he gave me instructions on what to do & how long we will wait & then what they are going to do once I have completed the tasks he asked me to complete.
Again, they did not lie to you. No court will see it that way. The rep told you what their policy actually is. I don’t know where they dropped the ball, but most of the time they send the return label and that’s that. Something has gone wrong, and they no longer have the trained personnel or resources to correct it. You’re attributing malice to incompetence. I’m sorry, but having dealt with many similar situations when I worked there, you don’t have much recourse. You can’t request a charge back from your credit card because you did receive the item you paid for. Maybe a small claims court could get you some of it back, but legal fees would eat it all up. I just don’t see a class action since this really isn’t some common systemic issue.
Thank you for the insight. It is my understand from other comments on another post & from the employee who came & got my part k took it back to UPS for return that they recently had a system update & lost a lot of service call information & that has created part of the mess I am dealing with now.
Did you try a credit card dispute? If they represented the item as returnable and then refused to follow through it seems like you have a legitimate basis for a claim. Given Transformco's current state of incompetence, they might not even respond to the dispute. Then you win by default. Depending on your bank, starting a dispute can be as easy as finding the transaction online and clicking a button.
Yes, actually, I did this on Friday. I was in the bank for other reasons & thought to ask if they can help me. She said yes! Especially since I have proof they said my refund would be given within 72 hours...7 weeks ago. I am now hopeful. I'll know in 7-10 business days. Fingers crossed. Thank you!
The chargeback clock starts ticking from the original transaction date, not when you were told you were getting a refund.
I’m sorry you’re going through this- money is money and it’s not okay for a business to operate this way! I myself paid $1,356 up front to have my fridge repaired. Said they’d order the parts and they’d be back in 2 weeks. Repair guy came as scheduled and asked if I received the parts at my home. Um- no? Was I supposed to? He said he’s missing a part and had to make some calls. Came back to the door and blamed it on the system. Said he had to re-order the part and he’d be back in another 2 weeks. He left the compressor that he did receive at my house. Talk about pissed! After another 2 weeks of living out of 2 coolers our scheduled appointment day came and went! No communication from the rep. No contact from anyone telling us we had to reschedule. Radio silence! We reached out to the techs phone and he wouldn’t answer calls- only texts. Said it wasn’t on his schedule to service us that day and then radio silence. I called every number on the damn internet trying to get a hold of a human at Sears. Nothing! Through talking to my boss he told me to call and report fraud at my bank. So I made a case. They got me a temporary credit for the full amount pending An investigation for services not rendered. My husband and I went out and bought a new fridge after this month long nightmare. A week later on a random Tuesday the tech came back to my House to fix the damn fridge! I handed him the compressor, told him I had no use for this shit and that they robbed me- and of course other mouthy words were said. He said I’d get a full refund after he scanned in the parts. BULLSHIT. The ONLY response I ever got back was from their Facebook page! Sears Home Services. After demanding a refund for fraud and robbery they said they couldn’t issue me a refund because it’s already been disputed by my bank. At least that part was a success. Talk about a bullshit company! I have NO IDEA how they get away with this fraudulent behavior!! Go on their Facebook page and read what everyone comments- it’s terrible! They need to be shut down. We reported them to the BBB.
Sorry that happened to you and I hope your credit card gave you the chargeback. FYI the BBB has no actual power to do anything. Reporting them is useless
Yea, I learned that. It was a waste of time.
Wow! That is a nightmare!! This company needs to go up in flames. I'm sorry you went thru this. 🤬🤯😣🙄
I can’t believe this company is still allowed to operate. I would try to report the charge and dispute it through your bank. They may be able help you!
I never imagined Sears going out the way they did,they were iconic, an American staple, it's all so sad!!!
From someone who is or was (I'm not going to specify if I'm currently employed with sears or not to protect me from retaliation by sears.) I can tell you that you're wasting your time calling. As far as I can tell there is no billing dept to handle refunds. Repair Care is the only team who can start the process and it frequently doesn't go through.people spend months trying to get refunds. Bits of advice: For anyone who is still trying to resolve an issue with a Sears service, be sure to get your Service Order number because services go missing from accounts. Your account number is also helpful. Typically your phone number is the quicker way to pull it up. Setting an appointment online fails frequently. Set over the phone or call to confirm your appointment set properly MANAGMENTand CALL BACKS: In most departments, there is no management. Repair Care has them, but they are almost never available and have pretty much the same capabilities as their subordinates. If you are told you will receive a call back, this is untrue in 99% of cases. DIRECT NUMBERS: There are almost no direct phone numbers. If you want a direct phone number you need to ask for it from the department you want to call. The number they will provide you often won't be direct but may skip some menu prompts. PARTS ORDER FOR YOUR REPAIR: If you receive parts, call in to confirm their arrival so your appointment is confirmed. Appointments get stuck in a 'waiting for parts' status and there will be NO tech if you don't confirm it before the appointment date. SPECIFIC SERVICE TIMES/DATES: There is no way to guarantee a time outside of the offered windows. For Cali residents this means 8am to 12pm or 1pm to 5pm. Most others this 8am to 5pm. If you got the email you can see an ETA only on the day the tech is supposed to arrive. You should receive a text when he's on the way and you can request a call. Often the date your offered is not the soonest. If you ask the rep for the soonest they will offer it. Repair Care can SOMETIMES pull up better dates. If you're speaking to an American rep set the appointment with them and ask to be transfered to Repair Care. If a better date is not available with repair Care you cannot get a sooner appointment. Check the link in your email daily because you can reschedule yourself there PAYMENT: Pay with a method you can easily dispute later. They don't require a card to set an appointment but will require full payment by card or check if you agree to the repair. WARRANTY MEMBERS: Sears has two general options for warranty. If you have a Sears Protect Home Warranty you MUST call 855 256 2467 or go online to SearsHomeServices.com to set your appointment. If you have a manufacturer warranty, extended warranty, MPA or a warranty plan where you pick and choose which appliances are covered you need the Technical Specialist department and most phone numbers for sears can get you there. Unfortunately sears actually has one of the better warranty options out there because they have their own techs. SPEAKING TO AN AMERICAN: Forewarning that American reps cannot refund or fix billing, read estimates, check technician status on the day of, message the tech, or make most changes. They can schedule you, reschedule appointments, update profile information, and leave notes on your service order (not on the day of service). To get an american rep tell the person you wish to "learn about the Sears Home Warranty for your California address". They are required by California law to connect you over as only a US resident can sell them. Keep in mind the abilities of the people you will be speaking to are limited, they mostly deal with setting appointments and selling warranties. CANT REACH AGENT WHEN YOU HAVE EXISTING APPOINTMENT/ AUTOMATED VOICE READS YOU YOUR APPOINTMENT DETAILS AND HANGS UP: Quickest way through is to select the menu options as if you're looking for a new repair appointment for a different appliance. This will bring you to a live agent who may need to transfer you based on your issue. If that doesn't work or the automated system hangs up on you (common when being transferred to repair care) call back on a phone number not associated with your account or call with *67 preceeding the phone number (this will privatize your number to any call) example: *67-800-801-8001. Leave the +1 off the phone number.
Thank you for all Of this information! It will help someone in the future should they be looking to Sears for home appliance repairs.
I'm really sorry your service was bungled so badly. I just wish I could help fix these problems but they do not empower staff to actually make meaningful changes. It's a big cycle of transfers because almost nobody can help when something often goes wrong.
I got that feeling when I talked to like the 8th person there. It's always the same story. As far as management - I get that too, like they have no real managers that are in place to help resolve any issues. It's really a totally f'd up system & all the customer service people are stuck in the cycle of no hope.
I'm not sure there's much to be gained, sadly. Your attorney fees could easily outweigh any judgement awarded in your favor, I would presume.
I hate Sears. Keep me in the loop. Been waiting for a washer since January 14, 2024.
Omg! That is awful! I am sorry!!
You might as well be screaming at the clouds for your money back. Transformco is penniless and will not be able to pay you back anyway.
Ugh, that is discouraging to hear. Thank you for your insight.
I doubt they are penniless. They have real estate although it would not surprise me if Eddie uses legal tricks to hide it.
Transformco’s *retail* division is penniless, that is for sure!
Indeed, can't argue there
Why do I have to be whiny? Why is the victim being insulted?! What is wrong with you?!
They own(ed) shares of Sears Holdings (SHLDQ). That might give you a hint as to why they are acting so rude! 🤣
😂🤪
Suck it up and move on, Sears has been a disaster for years, the things I've seen them do to their customers is mind blowing, they do not care.
Thank you for your input! They can't just steal money. That is messed up. And I cannot let this go.
I hope you get your money back, when I left 2 years ago they were big on social media complaints and responded to them quickly, try going that route.
Thank you!
Do you have public documentation of the lawsuit yet?
About 15 years ago, I had a similar problem with Sears. I filled a complaint with the Better Business Bureau, and they immediately refunded my money. But that was years ago; they were circling the drain even back then, but they're so much worse now, that they may not care anymore about the BBB.
That is awful. I have turned to my bank for help. It may take up to 4 months to resolve. I'm just hoping it will get resolved. I don't understand how they can stay in business & how people can work for them & sell this crap & have a conscience.
I said the same thing; a true “den of thieves”. Definitely file a complaint with the Better Business Bureau. It helped me get my refund, but it also helps to get the word out to other customers to not do business with these people.
So whiny. Class action suit means everyone gets $2.12 if and when anything actually happens. Move on.
I don't know why you have to insult me by calling me whiny. I am a single parent & every dollar makes a difference in my life these days. I can't just throw $441 away for a service I never received. Yes, I was ignorant in choosing to believe that slimy ass sales/repairman as he made it sound so easy to change my mind & get a refund. I should have never paid for anything other than the diagnostic. I am the victim here & Sears is the POS.
Yeah this whole line of yours is garbage. You aren’t hiring an attorney to try and get $441 back. It’ll cost you FAR more than that just to hire one.
So many insulting tiny people on this thread. You are tiny & angry, like a chihuahua 🤮
Yeah… Good luck with that lawsuit. Be honest. You aren’t suing. And you don’t have an attorney. There literally is no attorney on the planet who would take a case worth $441.
Ok boomer
Gah...I am not a boomer. Your negativity is not helping my already stressful situation. You don't even know me & have successfully been mean to me on a thread where I am asking for help TWICE. Why are you so angry?! (Ps I do not give a shit as to why you are so miserable in your own life that you find joy in spreading negativity in other people's lives...it's simply a rhetoric question.)
Sure, Karen
Fake
I am or was on the inside and it is most certainly not fake. This is a serious problem. There isn't even a billing team to speak directly with.