Kenneth Stueben’s Kenmore trash compactor is broken. He’s already paid $436 for the parts and labor for a repair, but now Sears can’t do the job. Worse, Sears won’t refund his money.
Question
My Kenmore trash compactor stopped working late last year because the on-off switch malfunctioned. A Sears technician came to my home and said he needed to order a replacement switch.
The total charge for the diagnosis, the part and the labor to install it came to $436. The technician asked me to sign a form to pay that before he left. But the repair never happened because Sears eventually told me they couldn’t get the part. I tried several times to discuss this by chat, phone and email, but no one ever answered the telephone or responded to my messages.
After failing to get any response from Sears, I told Citibank about my problem and they helped me file a credit card dispute. I received a refund for the service call, but the $297 I paid for parts is still outstanding. Can you help me get my money back?
— Kenneth Stueben, Santa Rosa, Calif.
Answer
Sears should have fixed your trash compactor, as agreed. If it couldn’t, it should have given you a prompt refund for everything — the service call, the spare parts. Everything.
Why didn’t it? Once a company takes your money, it will go to great lengths to keep it, so there are probably safeguards in Sears’ payment systems to prevent it from just coughing up an immediate refund. Maybe the company was optimistic that it could still find the parts it needed for your trash compactor. But that’s probably a garbage theory.
What to do if Sears tries to keep your money
What should you do if you’re in a frustrating situation like this, with Sears trying to hold onto your money for repairing a Kenmore trash compactor?
Have a look at your warranty
Make sure your trash compactor is still under warranty. If it is, you may have stronger grounds for a refund or repair without additional costs. Warranties often cover parts and labor for a specified period. If you don’t, you may never get the device fixed. (Related: What should I do about my cursed Kenmore appliances?)
Channel your inner accountant
Keep a record of all communications with Sears. Note the dates, times, and names of representatives you speak with. Save any emails or receipts related to the repair service. Most important, document any refund promises in writing. (Related: Why do these Kenmore washer lids suddenly shatter?)
Contact Sears
Reach out to Sears customer service directly and — sorry to repeat myself — in writing. Be clear about your issue and request a refund. Use the documentation you’ve gathered to support your case. Ask to speak with a supervisor if the initial representative isn’t helpful. (Related: His Kenmore washing machine glass shattered. Now what?)
Escalate your case
Reach out to the Sears executive contacts or contact our advocacy team for help. We’re always here for you.
Try the nuclear option
That would be a credit card dispute or a trip to small claims court. But only as a last resort.
These steps you can increase your chances of getting your money back from Sears for that pesky Kenmore trash compactor repair. Remember, persistence is key in these situations. Don’t forget the Elliott Method.
How to get your money back from Sears
You followed the right path to a resolution. First, you gave Sears a chance in writing to address this, and it didn’t. You followed, applying steady pressure to get a resolution, and again Sears failed to act. So you filed a credit card dispute. (Here’s our guide to credit card disputes.)
You should have received a full refund for the technician visit and the parts, but it looks like you either disputed an incorrect amount or Citibank only processed the charge for your technician visit. You might have circled back with Citi in an appeal or asked a Sears manager for another review. It looks like Sears promised another review but never followed through. I publish the names, numbers and email addresses of the Sears and Citi executives on this site.
I contacted Sears on your behalf. A few days later, Sears contacted you and refunded the charges for the obsolete spare parts. Maybe it’s time for a new trash compactor.
